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Cal Water
Objective
With its growing base of customers, Cal Water needed a website that could serve as an informational tool that could better address a myriad of functions from customer service questions to bill pay solutions. All this to provide an exhaustive localized experience for all 26 water districts that they service.
Background
The California Water Service Company, or CalWater, is the largest investor-owned water utilities company west of the Mississippi. CalWater serves over 500,000 water customers and manages the logistics of servicing water to businesses and residential customers by means of billing, conservation, regulated and non-regulated utility management.
Strategy
Baytech worked to provide various features for an updated and modernized customer-facing web portal that would provide Cal-Water’s customers with the best customer service. Baytech added interactive support features that gave Cal Water customers a better user experience by allowing them quicker access to billing, targeted information specific to the customer’s district, and more interactive data as it pertains to assistance and educational programs. This was accomplished with the implementation of a sophisticated customer support contact management system along with a robust content management system that allowed for easier content updates.
Result
As a result of the revamped website, Cal Water customer service has seen a steady decrease in call volume within the 5 months of the site re-launch due to the better organization and accessibility of information. By merely logging into their account, customers were able to access customized news, savings tools, contact information and billing information.
Thanks to their work on the main website, CalWater again turned to Baytech to provide its assistance in developing a branded microsite designed to inform customers about necessary changes to service.
