Truckee Meadows Water Authority (TMWA) is a not-for-profit, community-owned water utility, overseen by elected officials and citizen appointees from Reno, Sparks and Washoe County.
TMWA has been a fully outsourced client of Vertex since 2001 and recently signed a contract extension through 2013.
Citing their strong commitment to Vertex and the E-CIS team, TMWA elected to be the first client to upgrade to the next generation product eCIS+. TMWA was interested in leveraging the newest technology for their CIS solution and chose eCIS+ with its robust toolset that enables workflow management and enhanced Online Customer Care.
Solution
TMWA migrated from their E-CIS system to Vertex Business Services' new eCIS+ platform in March 2008.
Using Vertex's proven Solution Delivery Method (SDM) implementation methodology, TMWA and Vertex worked together to complete the implementation in 7 months.
Innovation & Results
- eCIS+ has reduced training for new CSRs by 25%
- Intuitive user interface answers 80% of customer inquiries on the first screen
- Significantly reduced the number of screens needed to answer customer inquiries
Download the Truckee Meadows eCIS+ Implementation case study