August 3, 2021
The Lansing Board of Water & Light modernizes operations and improves customer service with UMAX
We are pleased to announce that Itineris has successfully implemented our cloud-based Customer Information Solution, UMAX, at The Lansing Board of Water & Light (BWL). The implementation was successfully delivered remotely amid COVID restrictions, on-time, and on-budget.
BWL is the largest municipally owned electric utility in Michigan, providing utility products and services to more than 97,000 electric and 56,000 water customers throughout the greater Lansing area.
BWL’s ambition is to become the Utility of the Future by providing superior customer service.
Implementing UMAX is a key strategic element in achieving their goals. BWL specifically searched for an intuitive and accessible system that is also flexible and responsive to their specific billing environment, meter-to-cash processes, and future needs.
After considering many vendors through a formal RFP process, BWL selected Itineris to deliver UMAX.
UMAX provides BWL customers with flexibility, accessibility, convenience, and a user-friendly experience without sacrificing security. Moreover, it simplifies BWL’s daily tasks through automation and user-defined workflows.
UMAX is a modern and highly configurable CIS / CRM solution delivered as a service in the Microsoft Azure Cloud.
The solution not only provides configuration to meet BWL’s processes, but also enhanced customer engagement tools to help customer service staff quickly and effectively serve their customers. In addition to call center enhancements, UMAX provides a variety of engagement channels, so customers have access to their data at any time and can dictate how they communicate with BWL.
“We are pleased to partner with BWL to modernize their technology, improve their operations and help them provide even better service to their consumers. We are happy to have them as part of the growing Itineris family and look forward to supporting them as they continue to grow and streamline their business processes.”
John Beddingfield,
President Itineris North America
