22 Sep 2020

City West Water puts ‘Customers First’

City West Water, one of three Victorian Government-owned retail water businesses in metro Melbourne, went live on Gentrack’s self-service portal on August 17. The company services one million residents in Melbourne’s CBD and western suburbs, which includes some of the fastest population growth corridors in Australia and the largest industrial customer base in Victoria.

As part of its Customers First strategy, City West Water sought to enhance the digital experience for its customers by allowing them to transact seamlessly online. Having used Gentrack’s billing and customer management solution for over 20 years, the company turned to Gentrack’s self-service portal as a means of extending online services for customers and accelerating its digital journey.

City West Water will use online self-service to retain the lowest average household water bills for any metropolitan city in Australia. The portal will help deliver this goal by reducing call volumes for simple transactions, allowing their people to focus on complex requests and delivering greater customer benefits and value.

A big thank you to the team that made this five-month project happen! Getting this solution live through Gentrack’s suite of API and self-service capabilities was an outstanding outcome that will support City West Water’s Customers First objectives.

#gentrack #citywestwater #customerfirst

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