US city to improve customer experience with new portal


The city integrated with its website Fathom’s latest customer portal U2You under efforts to modernise its customer engagement.

With the new customer portal, customers of Cedar Hill can register, manage their accounts, pay bills online and report queries using mobile devices.

The new cloud-based online customer portal will help customers of Cedar Hill to improve their water efficiency by access to their real-time water consumption data which they can use to make informed decisions regarding how they use water.

The portal will provide customers with recommendations on how they can improve their water consumption patterns.

The city claims the online customer portal will boost consumer confidence in paying their bills as they can do their payments anytime and anywhere without the need to stand in ques.

Joe Komisarz, manager of Cedar Hill’s utility services department, commented: “The acquisition and implementation of the FATHOM platform has been a major leap forward in service and capability. FATHOM’s U2You is helping the City clearly and quickly transition into a customer-centric service model in which the customer has hour-by-hour control of their water bill.

The investment in FATHOM’s software and managed services solution has enabled the City to be better prepared, proactively oriented and more sustainable.”

“To be sustainable, water utilities need modern, data-driven tools,” added Trevor Hill, CEO of FATHOM. [How utilities can use customer service to optimise revenue collection].

Development of new customer portal

The news follows early March’s launch of a web portal to enhance consumer experience for electricity consumers in the city of Danville.

The launched web-portal allows consumers to access their energy usage data, make payments online using mobile devices, report power outages as well as access the utility’s power outage map.

Jason Grey, director of utilities at Danville city, said: “The power outage map is mobile-friendly and allows customers to zoom in to see power outages by street or neighbourhood. Read more…


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