Fairfax Water, the largest water utility in the state of Virginia, embarked on a digital transformation journey in 2020 with co-innovation partner Avertra with the introduction of a self-service omni-channel portal, achieving workforce empowerment and customer choice.
Fairfax Water selected Avertra’s MiCustomer Digital Experience Platform with a multi-release deployment approach. This methodology allowed for accelerated delivery of initial value and functionalities while balancing the risk of operational impacts on the business.
The first release was delivered on November 2, 2020 and accomplished in only three months. This release included a self-service portal integrated with payment provider, bill presentment, service request, and real-time integration with Fairfax CIS (SAP).
"Within the first two months, we saw an 80% decrease in customer calls and inquiries and that was phenomenal for us because we always want to do what's best for the customer." - Christal Hardy, Customer Service Supervisor at Fairfax Water.
The second release, successfully launched in Q1 of 2022, introduces new functionalities, such as automation through CIS of start and stop service, landlord and tenant relationship management, and the creation of work orders.
Giancarlo Reyes, Chief Customer Officer at Avertra expresses “Delivering automation of start and stop service is a testament to this partnership. It's one of the most complex processes and main call drivers for the front office. On a generational level, this offering addresses millennials' and Gen Z expectations of wanting customer service on their terms”. The baseline process for start and stop service applications is traditionally manual, tedious, and lengthy for both employees and customers. Fairfax Water’s customers are now able to complete start and stop service autonomously in just two minutes. With a success metric of 25% of start service and 21% of stop service being fully automated through Avertra’s MiCustomer Platform (DXP) in the timeframe of two months.
Theresa Robey, Director of Technology at Fairfax Water states “At the beginning, the call center team questioned whether automation could perform our top tasks. After trusting the process, automation became an extension of our department allowing our workforce to focus on more meaningful tasks. We are now able to perform smart validations, expand modularity, and maximize the value out of this investment to become the call center of the future”.
This go-live leveraged end-to-end automation testing as an accelerator to perform regression testing resulting in a reduction in error and time spent. The second week of hypercare, Fairfax Water was able to see 0 critical defects at go live through process accelerators, Avertra’s agile methodology, and consistent alignment with leadership. Fairfax Water is now empowered to deflect calls to the center and achieve operational excellence through innovation with a long-term plan to continue this digital transformation journey for the future.
About Fairfax Water
Charted in 1957 by the Virginia State Corporation Commission as a public, not-for-profit water utility, Fairfax Water is governed by a 10-member board composed of Fairfax County citizens who are appointed by the elected Fairfax County Board of Supervisors.
About Avertra
Avertra is a digital experience company offering state-of-the-art products and services for businesses to close the gap between them, their customers, and employees. Avertra are leaders in innovating smart end-to-end solutions for a range of industries such as: utilities, logistics, banking, and professional services. The company compels a deep understanding of human needs allowing for reimagined customer and employee experiences, challenging traditional means of work through smart process automation, AI, and ML.