/Marketing%20Team/1%20Amber%20VEB_0081-v3.jpg?width=80&name=1%20Amber%20VEB_0081-v3.jpg)
Located just 18 miles northeast of downtown Nashville, Tennessee, Hendersonville ranks as the fourth largest city within the Nashville metropolitan area. Known as the residence of numerous country music artists such as Johnny Cash, Kelly Clarkson, and Taylor Swift, Hendersonville is highly regarded for its diversity, family-friendly environment, and excellent public schools. The city takes pride in its vibrant communities, low unemployment rates, and favorable teacher-student ratios.
/Empowering%20Customer%20Autonomy%20and%20Saving%20Staff%20Time%20in%20Hendersonville%2c%20TN%20-%20Feature%20Image.png?width=297&height=385&name=Empowering%20Customer%20Autonomy%20and%20Saving%20Staff%20Time%20in%20Hendersonville%2c%20TN%20-%20Feature%20Image.png)
Every utility faces distinct challenges when upgrading its systems. Sometimes, a provider discontinues development or support for an existing system in favor of a new one. This situation occurred in Hendersonville. When their previous CIS vendor announced that the existing system would no longer be developed, they needed to identify a suitable vendor offering a customer-focused portal and a data-driven utility dashboard. Hendersonville's primary objectives included: Providing multiple data points in a user-friendly, easily understandable format, accelerating the Start Service process for new customers, enhancing on-time payments while reducing customer service inquiries related to payments, billing, and usage, and optimizing staff time to maintain an appropriate workload for customer support personnel.
The Solution
Following an extensive review, Hendersonville chose to partner with VertexOne and implement VertexOne WaterSmart™ full of powerful improvements:- To automate processes and alleviate routine tasks for the customer service team
- To enable digital service request forms for residents moving to Hendersonville
- To surface automated data analytics and water usage insights, personalized for each household
- To create an online and phone payment system to redirect payments to automated workflow
VertexOne’s re-named product portfolio echoes the company’s long-standing mission to enhance the customer experience. Therefore, products mentioned in this case study may not reflect our current portfolio names. Click the link to learn more about our product renaming and restructure.