Challenge

The City of Newburgh Water Department faced a multifaceted challenge in delivering exceptional customer service while managing an extensive water infrastructure serving a diverse community of 30,000 residents. With over 6,675 connections, 73 miles of water mains, and more than 800 fire hydrants, the department needed to ensure not only accurate billing but also prompt detection of leaks to avoid unexpected financial burdens on customers. Superintendent Wayne Vradenburgh, who had progressed from Assistant Maintenance Mechanic to Superintendent since 1999, recognized the need for a system that could enhance operational efficiency, reduce costs for taxpayers, and provide reliable, real-time access to essential data for both staff and customers.

Solution

To address these pressing challenges, the Water Department partnered with inHANCE, implementing the Impresa Customer Information and Utility Billing Software (CIS) in 2005. This software was chosen for its user-friendly interface, which allowed Customer Service Representatives (CSRs) to access location-specific account information quickly. The system enabled CSRs to attach relevant documents to customer accounts, maintaining historical records in a centralized location. This capability not only improved customer interactions but also ensured that all pertinent information regarding service-related charges—such as closing costs, tap charges, and broken seal fees—could be linked directly to accounts.

In addition, Impresa CIS seamlessly integrated with the department’s existing meter reading software, allowing Field Service Representatives (FSRs) to create, assign, track, and complete work orders efficiently. FSRs could scan and attach information related to accounts, keeping everything organized and readily accessible. The flexibility of Impresa's reporting features also allowed the Water Department to create fields for recording service line materials, facilitating the generation of reports to track services needing replacement.

Results

The implementation of Impresa CIS transformed the City of Newburgh Water Department’s operations. Centralized data allowed for proactive leak detection, helping to avoid higher-than-average bills for customers and enhancing overall satisfaction. The ability to link service charges directly to accounts and maintain organized records led to increased revenue and streamlined operations.

Improved accuracy in water readings ensured reliable billing, reinforcing the department's commitment to customer service. Additionally, the enhanced reporting features enabled the department to manage infrastructure effectively, prioritizing necessary maintenance and promoting long-term sustainability.

Overall, the partnership with inHANCE has empowered the Water Department to provide high-quality service while fostering a collaborative relationship that benefits both the community and the broader inHANCE customer network across North America.