Vertex, a leading international Customer Management Outsourcing business with clients in the private and public sectors, announces that it has won a contract extension and new business with Truckee Meadows Water Authority (TMWA), a community-owned water utility that ensures the treatment, delivery and availability of high-quality drinking water for 330,000 residents of the Truckee Meadows in Reno and Sparks, Nevada.
Vertex has been working with TMWA since 2001, providing full customer management outsourcing (CMO) services and customer information system hosting services using Vertex’s proprietary platform, eCIS+. As part of this contract, which runs until 2016, Vertex will continue to provide CMO and eCIS+ hosting services as well as now manage dispatch services for TMWA.
“Working with Vertex, we’ve been able to become more efficient, and that has helped us not only improve our internal operations but also more effectively serve our customers,” said Andy Gebhardt, supervisor of field and meter services for Truckee Meadows Water Authority. “By extending our relationship and engaging with Vertex for our dispatch services, we expect to dramatically improve on existing processes, which will enable us to respond to our customers’ service requests in a more timely fashion, all while achieving a greater cost savings.”
“We are excited to have the opportunity to continue our long-standing relationship with TMWA and extend the services we provide to further strengthen customer support efforts,” said Dan Sullivan, managing director, utilities, Vertex North America. “We look forward to working with TMWA in the years to come.”
About eCIS+
eCIS+ and its predecessor E-CIS currently support over 7 million end use customers. The systems are well suited for municipal and mid-sized investor-owned utilities. eCIS+ provides a unique, browser-based interface. Its design is based on usability studies of utility customer service representatives, taken from thousands of hours of analysis around call types, user behaviors, business process and Web best practices. The result is a highly interactive desktop application that is designed to achieve optimum business performance.