Boston Water and Sewer Commission selects Itineris’ UMAX for new Customer Information System

The Boston Water and Sewer Commission has chosen the UMAX® customer information system (CIS) from Itineris to replace its legacy customer service and billing technology, which is vital to the Commission’s management of meter-to-cash operations, including billing, revenue management, work management and customer service to Commission customers.

The project will upgrade these core business functions from its previous customer information and billing system, built and maintained in-house by the Commission, to the latest version of UMAX, a modern CIS built on Microsoft’s cutting-edge Dynamics 365® enterprise technology platform.

Project Impact

Updating this critical software system with UMAX will enable the Commission to:

• Modernize business operations with efficient and cost-effective software technologies.
• Engage customers across a wider range of devices and communication platforms.
• Provide front-line customer service agents and field staff the data access and collaboration tools needed to resolve customer inquiries quickly.
• Increase operational performance by moving data more easily across information systems and streamlining business processes.

A modern IT platform

UMAX is built on Microsoft’s modern, integrated and cloud-ready business technology platform, Dynamics 365®, which means that UMAX works natively and shares a common data model with the full ecosystem of Microsoft technologies, from Dynamics ERP/CRM Applications to Office 365 to Power BI and more.

Boston Water and Sewer Commission will be able to leverage this connectivity to strengthen integrations with other mission critical systems, providing:

• faster, more reliable data movement and visibility throughout Commission departments
• greater flexibility in adapting processes to future business and customer care needs
• improved billing and customer self-service
• new reporting and business intelligence capabilities
• an enhanced user experience for Commission employees
• a streamlined Front Office call center portal designed for first-call resolution

The shared platform also enables the Commission to leverage other Microsoft technology investments it has in place, from the device to the database.

The Project

Itineris and UMAX were selected by the Commission after a thorough request for proposals process, in which the Commission sought a “proven state-of-the-art Customer Information System” with “sufficient flexibility and configuration capabilities.”

“The modern utility is facing changes and challenges at a rate like never before. We are very pleased to partner with the Boston Water and Sewer Commission to modernize its technology, streamline operations and provide better service to its customers while also being ready to adapt to the needs of today and tomorrow,” noted Burrell Kilmer, Itineris president for UMAX North America.

Following the completed project, Itineris will continue its long-term relationship with the Commission, providing UMAX support and maintenance.

About Boston Water and Sewer Commission

Boston is home to New England’s oldest and largest water, sewer and storm water systems, which are owned, maintained and operated by the Boston Water and Sewer Commission (BWSC). Established in 1977, BWSC provides potable water and sewer services to more than one million people per day. BWSC is also the leading organizer of We Are All Connected, a campaign to raise public awareness about the importance of protecting and preserving Boston’s waterways.