Dallas Water Utilities selects Itineris for customer information system replacement

DATE

August 8, 2024

ATLANTA – August 8, 2024 — After a thorough evaluation of 17 different software vendors, Dallas Water Utilities (DWU) has selected Itineris to implement UMAX, a new customer information system (CIS), to replace their aging legacy system. UMAX is a modern, native cloud-based solution built on the Microsoft Dynamics 365 platform. This solution will help DWU to better deliver water, wastewater, and stormwater services to their 2.6 million customers located in the city of Dallas and 27 surrounding cities.

The scope of this project includes Itineris’ UMAX CIS, Customer Engagement, Customer Self-Service, and integration to Paymentus’ electronic billing and payment software. Equipped with this solution, Dallas will achieve faster, more reliable business processes through new operational efficiencies, including automated workflows and queue management. UMAX will empower Dallas’ end users with improved self-service capabilities, which will serve to substantially reduce inquiries for DWU’s customer support representatives while empowering customers and improving customer experience.

“We are delighted to have been selected as a technology vendor for such an innovative and ambitious company as Dallas Water Utilities. We view this as an ideal partnership in which both parties share a progressive vision and commitment to operational excellence. We are confident the operational efficiencies and improved customer experience UMAX delivers will prove transformative for DWU and their valued customers.”

Kimberly Williams,
Itineris Senior Vice President

This new CIS solution will ensure DWU will be better equipped to achieve its strategic plan to streamline operations and improve the delivery of vital services to Dallas citizens at a fair and reasonable cost.

About Dallas Water Utilities

Founded in 1881, the City of Dallas Water Utilities (DWU) is a not-for-profit department of the City of Dallas providing water, wastewater, and storm drainage services to approximately 2.6 million people in Dallas and 27 nearby communities. DWU treats and delivers more than 150 billion gallons a year via a 5,000-mile water main network spread throughout a 700-square-mile service area. The utility’s operations are funded through water, wastewater and stormwater rates paid by customers.

For more information, visit https://dallascityhall.com/departments/waterutilities.

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 and AI, while enhancing the user experience through automation and user-defined workflows.