National Customer Service Week Spotlight: Delivering Smarter Service (powered by Aptumo!)

• Blog
• Billing & Customer Information Software

Picture this: You open your streaming app and instantly see what you’ve watched, what you owe, and what’s next. Now imagine if water billing worked the same way.

Beyond billing: Why innovation starts where customers feel it

• Blog
• Billing & Customer Information Software

Innovation doesn’t start in the lab. It starts when a customer opens their water bill and finally understands it.

Financing the Future: Why agile platforms are key to solving Utilities’ #1 challenge

• Blog
• Billing & Customer Information Software

Matt Bowd, General Manager for Echo in the Asia-Pacific region, discusses how modern billing platforms can strategically support financing for capital improvements.

Water utilities don’t need more integration. They need control.

• Blog
• Billing & Customer Information Software

Matt Bowd, General Manager for Echo in the Asia-Pacific region, discusses the impact of integration of billing platforms with Salesforce.

How AI-driven omni-channel communication can drive both efficiency and customer satisfaction in the water sector

• Blog
• Customer Contact & Engagement

Aptumo’s Product Manager Gareth Welch looks at how embracing technology can redefine the landscape of water utilities.

How you can avoid burning time and energy – and ultimately, burning out your team

• Blog
• Billing & Customer Information Software

Matt Bowd, General Manager for Echo in the Asia-Pacific region, discusses how pre-integrated billing platforms make it harder than necessary for you and your team.

Neurodiversity inclusion in the workplace

• Blog
• Customer Contact & Engagement

Rachael Merrell, Customer Service Director explains how water companies can better support and communicate with customers who are neurodivergent.

How the senior leaders of the water sector can learn from customer-facing staff

• Blog
• Customer Contact & Engagement

Discover how multi-level feedback systems can revolutionise customer service in the water sector.

Enhancing our employee development programme to foster long-term growth

• Blog
• Customer Contact & Engagement

We are pleased to have bolstered our employee development offering with a range of new learning and development programmes, including a dedicated customer service apprenticeship scheme. The initiatives include a global mentoring programme, Boost and Echoship.

Five ways to manage frustrated customers in the utility sector

• Blog
• Customer Contact & Engagement

Dealing with frustrated customers is a common challenge for customer service teams. Whether it’s higher-than-expected bills, service disruptions, or a customer simply having a bad day, emotions can sometimes boil over. Research shows that more than a third (36%) of service professionals have experienced hostility in the last six months.