Sarasota County Public Utilities selects Itineris for Customer Information System

DATE

October 23, 2023

Sarasota County Public Utilities has contracted with Itineris for the implementation of their UMAX CIS. UMAX is a modern, native cloud-based solution built on the Microsoft Dynamics 365 platform. This decision was made following a thorough evaluation of leading Customer Information System (CIS) software vendors.

Sarasota County’s decision to seek a replacement CIS stemmed from an ongoing dissatisfaction with their legacy platform, which was outdated and difficult to maintain, relying on inefficient manual processes while remaining incapable of interfacing with other critical county applications. The replacement solution needed to be highly configurable, with web-based architecture capable of meeting their current and future business needs.

Empowering customers

Equipped with UMAX, Sarasota County will achieve faster, more reliable business processes through new operational efficiencies, including automated workflows and queue management. This new solution will empower Sarasota County’s customers with enhanced customer experience and self-service capabilities, which will serve to substantially reduce customer service inquiries and turnaround times.

“An effective digital transformation strategy requires a strong foundation built upon innovative technology. We knew we needed a modern, flexible, and proven CIS solution that came readily available as a commercial off-the-shelf product, but we also wanted a committed provider that would guide us through implementation to go-live and beyond.”

Joseph Jones,
Business Operations Division Manager,
Sarasota County Public Utilities

“We view our partnership with Sarasota County as an ideal opportunity for our two ambitious organizations to achieve a shared vision of operational excellence. We are confident the efficiencies and improved customer experience UMAX delivers will be transformative for Sarasota County and their valued customers.”

Kimberly Williams,
Itineris Senior Vice President

The scope of this project includes Itineris’ UMAX CIS, Customer Engagement, Customer Self-Service, Cashiering, Backflow Portal, Payment Assistance Portal, and integration to Paymentus’ electronic billing and payment software. This new CIS solution will ensure Sarasota County is equipped to deliver on its mission to enhance the quality of life of all residents and citizens by more efficiently providing vital services.

About Sarasota County Public Utilities

The Sarasota County Public Utilities is responsible for all water and wastewater services to customers within the unincorporated areas of Sarasota County, Florida, and maintains approximately 102,000 water connections, 89,000 wastewater connections, and 4,000 reuse connections.

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