“When you choose a partner, you want to make sure they deliver value. For us, Itineris was a perfect solution.”

Premjith Lakshman Singh,
Chief Information Digital Officer/Chief Customer Officer, RWA

About

First established in 1849, the South Central Connecticut Regional Water Authority (RWA), a not-for-profit municipal utility, supplies 42 million gallons of water a day to more than 430,000 customers in 15 municipalities throughout New Haven. The RWA operates four state-of-the-art surface water treatment plants, maintains more than 1,700 miles of underground pipes, manages 28,000 acres of watershed land, and conducts 110,000 drinking water tests annually to produce and reliably deliver abundant, affordable, high-quality water to their customers.

Committed to their promise of delivering superior products and services to their customers, they realized that the replacement of their obsolete SAP customer information system (CIS) couldn’t wait any longer. Without patch and upgrade support, the system would begin posing security and data risks. Besides, its antiquated user interface, manual processes, limited functionality, and rapidly diminishing performance failed to meet customer and user demands. It was time to evaluate a replacement.

ACCOUNTS

PEOPLE SERVED

USERS

Solution

The RWA is dedicated to being more than just a conventional water utility. But their vision of becoming a utility of the future would require the most innovative, cohesive, and customer-centric solutions on the market to achieve. When it came to a CIS upgrade, the solution would need to be comprehensive and robust enough to provide all meter-to-cash functionality in one place, on one platform, with no clumsy integrations.

RWA required a solution that could:

Deliver a fully modernized contact center with IVR capabilities, context-aware knowledgebases, role-based navigation, and visual cues to immediately communicate customer history.
Improve and optimize business processes.
Integrate seamlessly with field service workforce mobilization and service order management.
Deliver improved capabilities supporting end-user workflow and reporting needs.
Leverage mobile applications and multi‐channel technologies for field mobile work management.
Provide integrated role‐based security and full activity auditing.
Improve master billing.
Enhance the customer experience with omnichannel communication and customer self-service capabilities.

Selection

The RWA sought a vendor that aligned with their product roadmap and plans for future growth, providing the tools necessary to better engage with their customers. After carefully evaluating the leading vendors in the CIS space, the RWA selected Itineris based on the following scoring criteria and key differentiators (see table on the right).

The RWA found Itineris’ utility-centric, market-leading solution to be exactly the technology they needed: configurable, scalable, and impactful. They also appreciated that it was built on the Microsoft Dynamics 365 platform, fully integrated with the Microsoft ecosystem with which they were already familiar while boasting native AI capabilities via Copilot.

Learn more about UMAX

Results

Following a two-year-long implementation process involving hundreds of personnel, the RWA successfully deployed its new Itineris CIS, customer relationship management system (CRM), customer self-service system, and Paymentus payment solution on April 2, 2025!

RWA customers now have access to a helpful chatbot that can direct them to resources and account information. They can also utilize new self-service tools that automate common tasks that previously required a phone call, such as requesting a payment extension or applying for medical certification of a serious illness.

In addition to its customer-facing features and enhancements, the new platform streamlines internal processes, such as service order management, and provides the RWA’s customer care team with near-real-time account information and analytics so representatives can better assist customers and quickly resolve issues.

Equipped with this highly configurable solution, RWA has optimized their business operations and enabled efficient new product and service growth.

Within only months of rolling out their new system, RWA has already achieved: