Truckee Meadows Water Authority: eCIS+ implementation

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