Echo Logo
Echo Logo

North East Water chooses Aptumo to enhance its customer experience

From the Knowledge Centre

The Victoria-based water utility has chosen Aptumo, the next-generation customer and billing solution, to support its team to deliver a high standard of customer service and increased billing efficiencies.

North East Water has selected Aptumo, the water specific, cloud-based customer and billing solution, to help improve its customer service to a population of more than 110,000 people across 39 towns in North East Victoria.

The Victoria-based water utility has invested in its internal systems, upgrading to a modern technology platform which prioritises customer experience, ease of use, and improved communication via a single cloud-based platform.

Aptumo was selected as a proven billing and customer relationship management solution for North East Water, following its earlier implementation at Coliban Water, Victoria. Aptumo integrates customer relationship management and billing activities into a single system, out of the box, built on the Salesforce platform. Aptumo provides all the necessary water billing features for Australia as well as the specific features essential for Victorian water utilities. Aptumo will enable North East Water to focus on improving customer experience with the solution providing efficiencies in response times, personalisation of communication and an array of operational efficiencies.

Rebecca Jhonston, executive planning & infrastructure at North East Water, said: “Aptumo will help us to meet our objective to improve the service we offer to our customers, as well as supporting us to modernise and personalise our systems to better cater for the changing requirements of the people we serve. Aptumo will also help us to provide our team with modern and effective tools, so they can focus on serving our customers. We’re dedicated to making the lives of our customers easier and this will transform the billing process for us, allowing us to improve our customers’ experience.”

Richard Harris, general manager at Aptumo Australia, added: “We’re delighted to be working with a second Victoria-based water company, and we are looking forward to helping North East Water make life easier for their customers now and as their billing needs change over time. We’re committed to helping our clients advance on their modernisation journeys, and give them autonomy over their internal systems which can be customised to suit their requirements as they evolve.”

Monica Mackintosh, managing director, Echo Managed Services, added:

Aptumo continues to go from strength to strength in Australia, which is testament to the hard work of the whole team, who are delivering innovative technology to water utilities to improve their customers’ experience. We are really looking forward to working with the team at North East Water on this exciting project.”

Share this article

More in the Knowledge centre

More News

News

Echo Managed Services strengthens its service with a new head of billing and collections

We are delighted to have appointed Lee Hugill to this important role to help our water sector clients.

Read
News

One in six delayed payment of a water bill due to lack of understanding

Unclear communications and a lack of understanding of water bills are causing almost one in six (14%) bill payers to…

Read
News

Echo appoints a new Head of Operations

We are delighted to have appointed Leanne Florence to this senior role.

Read
News

Echo to deliver specialist customer service and new software to Northern Ireland Water

Echo has won a new contract to deliver contact management, billing, and collection management services for Northern Ireland Water. The…

Read

More Billing & Customer Information Software

Blog

Gen Z most likely to struggle keeping up with water bills as a result of the cost-of-living crisis

More than half (51%) of Gen Z bill payers have struggled to pay a household bill in past year Gen…

Read
News

Billing systems and processes are central to new Ofwat initiative

Following calls from Ofwat, the Water Services Regulation Authority, to water companies encouraging them to be more creative in how…

Read
Research & Resources

Affordability and the water sector: how water companies can support their customers through these turbulent times

We asked 2,000 UK bill payers how their financial situation has changed over the last year or so, how they’re…

Read
Blog

Improving the experience for water customers during the cost-of-living crisis

According to Ofwat’s cost of living report 2022, almost a fifth (17%) of water bill payers have struggled to pay…

Read

Choose how you want to get in touch with us

Pick up the phone and call us...

0845 12 12 122

Call

...or simply email us for a quick response.

ask@echo-ms.com

Send email