Fort Worth Water Utility selects Itineris for replacement of customer information system

DATE

May 26, 2026

SHARE

After a comprehensive evaluation of the leading utility customer information system (CIS) vendors, Fort Worth Water (FWW) has selected Itineris’ UMAX 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 FWW to better deliver water, wastewater and reclaimed water services to their 1.45 million customers throughout Fort Worth and its surrounding communities.

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

Janet Hale

“Implementing a new customer information system is no small undertaking—it touches every aspect of how we serve our community, from billing accuracy to customer engagement. With Itineris’ UMAX, we are not just modernizing our systems; we are empowering our teams, enhancing customer trust, and building a foundation for smarter, more resilient utility operations in the years ahead.“

Janet Hale
Water Deputy Director, Fort Worth

“With the selection of a UMAX CIS, Fort Worth Water has decisively proven their commitment to the modernization and security of their technology, as well as to delivering superior service to their customers. We are committed to helping them achieve their goals and look forward to a successful implementation.”

Kimberly Williams
Senior Vice President, Itineris

Kimberly

About Fort Worth Water Utility 

Fort Worth Water, supported by 1,000 dedicated employees, provides water, wastewater, and reclaimed water services to more than 1.45 million people in Fort Worth and surrounding communities. With a total treatment capacity of 512 million gallons per day for drinking water and 166 million gallons per day for wastewater, the utility operates an extensive network of over 4,104 miles of water distribution pipelines and 3,994 miles of wastewater collection lines. This infrastructure ensures reliable service across the region while positioning the Fort Worth Water Utility to meet the current needs of its customers while preparing for future growth.

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 native Copilot AI-powered omnichannel communications and generative AI knowledgebase learning, while enhancing the user and customer experience through automation and user-defined workflows.

Continue Reading

  • Enovos selects Itineris

    Enovos Luxembourg selects Itineris as long-term partner to modernize operations and drive innovation

    Enovos Luxembourg, the leading energy supplier and producer of renewable energy in Luxembourg, has selected Itineris and its UMAX platform to support the next phase of its operational transformation.

    Read the full article

  • Gwinnett County

    Gwinnett County Water Resources implements new customer solution

    Gwinnett County has successfully implemented its new UMAX CIS solution, helping modernise operations and improve customer service for its growing community.

    Read the full article

  • Fort Worth selects Itineris

    Fort Worth Water Utility selects Itineris for replacement of customer information system

    After a thorough evaluation of the leading utility Customer Information System (CIS) vendors, Fort Worth Water has selected UMAX to replace their aging legacy system.

    Read the full article