How American Water improved customer service during and after a new system implementation with Basis Technologies

American Water, serving over 15 million people, faced challenges during a new SAP system implementation. They adopted Basis Technologies' BDEx solution for a comprehensive view of exceptions and transactions.

Key outcomes include:

· Resolution of 6,000 billing exceptions daily
· 98% of customer billing issued within 24 hours of meter reading
· Improved first-contact resolution
· Enhanced operational efficiency and customer satisfaction

The solution empowered staff to handle queries proactively, allowing back-office teams to focus on strategic goals. American Water gained insights through productivity reports and exception activity trending. Explore how BDEx transformed their processes.

Vendor:: Basis Technologies
Posted:: Mar 7, 2025
Published:: Mar 8, 2025
Format:: HTML
Type:: Case Study

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