Thoughts

A place for education, information, and insights about the water industry.

Topics: communications

Watershed Moments: A framework for maximizing utility-customer interactions

March 27, 2018
| By Seth Engel

How much time do customers spend thinking about their water utility? According to consulting company Accenture’s consumer survey, if they are anything like the average customer, it’s around 8 minutes a year.

Most people just don’t spend that much time thinking about their water. How, then, can water utilities break through with a message that their customers will receive? By taking a page out of the marketer’s playbook and focusing on the customer journey, water utilities can maximize their interactions with their customers.

Years ago, smart marketers had the insight that marketing had become too disruptive to consumers. Consumers were being bombarded with message after message without regard to who they were or what stage of the buyer’s journey they were in. As a result, consumers tuned out these messages and the marketing was not impactful. Smart marketers began thinking harder about the messages they were putting out to

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Topics: high bill surprise

Noticing Water Leaks

March 20, 2018
| By Jeff Lipton

Water leaks happen. In fact, they happen a lot. Data that WaterSmart has collected from over 4 million households indicates that as many as 50% of households will experience some type of water leak within a given year. And more than 10% of households have leaks that waste at least 90 gallons per day. In addition to the frequency that leaks occur, they can be quite expensive. The U.S. insurance industry pays out about $2.5 billion each year in homeowner insurance claims due to water damage from leaks. That’s nearly $7,000 per household which is the number two home insurance claim annually.

Water damage happens for a variety of reasons and some of these causes are unavoidable. Catastrophic weather events that lead to floods or broken pipes and leaky roofs can result in damage that is often expensive to repair. However, most leaks are more mundane and, if not entirely avoidable, easily addressed if caught quickly before extensive
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Topics: communications

WaterSmart 2017 Year in Review

December 19, 2017
| By Kelly Coplin
2017 has been a big year at WaterSmart!  Over the past 12 months we expanded  our   customer engagement platform  to provide automated communication management  for  utilities’ most time-intensive  topics - leaks, high bills, and emergency notifications. We also extended our reach into utility bill presentment and electronic billing. Taken as a whole, these new product  capabilities   drive efficiencies and data transparency across the  entire  utility organization.

Here are some highlights of our product releases over the past 12 months.  We'll continue to build upon this momentum to reduce the cost to serve utility customers, protect utility revenue, and improve customer satisfaction in 2018!

Cutting Edge Text and Voice Communications

In 2017 we expanded  Group Messenger , our automated customer messaging  system , to include text and voice communication channels. Because many utilities have more phone numbers on file
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Topics: cost of losses

The Surprising Hidden Costs of Water Leaks

March 7, 2017
| By Jeff Lipton

 

Water utilities might not often think of it, but water leaks contribute to a significant portion of home repair costs each year. There are many causes of water damage including things like household flooding, faulty plumbing, appliance failures, leaky fixtures, and irrigation system problems. While many people underestimate the risk of water damage to their homes, statistics from the insurance industry cast a light on the reality of how water can impact what is, for most people, the largest financial investment they will make in their lifetime.

To begin with, residential water damage is probably a lot more common than most people think. In fact, approximately 14,000 people experience some type of water damage at home or at work each day. That’s nearly two-thirds of a sell out crowd in Madison Square Garden in New York City. Also, 98% of residential basements in the United States will experience some type of water damage in their

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