RWA celebrates digital transformation with successful go-live of UMAX CIS/CRM

DATE

June 24, 2025

In cooperation with Itineris, South Central Connecticut Regional Water Authority (RWA) of New Haven, Connecticut, has successfully deployed its new Itineris customer information system (CIS), customer relationship management system (CRM), customer self-service system, and the fully integrated Paymentus payment solution.

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.

“Our customers’ preferences and habits are changing, and we’re changing with them. Our new customer platform is designed to make interacting with the RWA easy, convenient and seamless.

This transformation will empower both our customers and our employees.”

Premjith Singh,
Chief Information Digital Officer and Vice President for Customer Care at RWA

The project, which has been underway for more than two years, represents an infrastructure milestone for the RWA. It replaces old systems that were becoming outdated and sets the stage for future technology upgrades.

At the heart of the new platform is the best-in-class, cloud-based Itineris customer information system, which underpins nearly every customer interaction with the RWA. It is designed for utilities and specifically configured to meet the needs of the RWA and its customers.

“The RWA has clearly demonstrated their enduring commitment to innovation and customer-centricity with the adoption of this platform.

We are delighted to see the new system in operation and confident its robust capabilities will prove transformational to RWA’s business processes and customer experience.”

Kimberly Williams,
Senior Vice President of Itineris

The project also includes an upgraded interactive phone system (IVR), designed to quickly access account information and direct customers to self-service resources or live representatives based on their needs.

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.

About the Regional Water Authority

Trusted since 1849, the South Central Connecticut Regional Water Authority (RWA) is an award-winning nonprofit water utility and environmental services corporation that makes life better for people by providing high-quality water and services to approximately 432,000 people in 15 cities and towns throughout Greater New Haven. As a conscious business, the RWA acts as a responsible steward of the environment by protecting the nearly 28,000 acres of watershed land it owns and promoting sustainable practices. Our employees work toward our vision of being an innovative water utility that sustains life, strengthens communities, and protects natural resources for future generations. For more information on the RWA, please visit rwater.com.

About Itineris

Itineris develops, delivers, and supports UMAX, a highly configurable and modern CIS & CRM solution designed specifically for utilities. Built on the powerful Microsoft Dynamics 365 platform and delivered as a service in the Microsoft Azure cloud, UMAX improves customer experience through powerful omnichannel communication while enhancing the user experience through automation, AI, and user-defined workflows. UMAX: A CIS and CRM solution for future-ready utilities in a digital world.