Cincinnati Water Works

Cincinnati Water Works conducts utility billing for Storm Water Management, the Metropolitan Sewer Department and the Water Works in the Ohio city. The organization serves approximately 300,000 customers in Hamilton County and sections of Butler and Warren Counties.

Cincinnati Water Works currently has four cashiering workstations using CASHIER for Windows. Cincinnati Water Works Computer Systems Analyst Melinda Walter, and Administrative Specialist Lorraine Williamson attended System Innovators´ 2000 Payment Collection Conference to learn more about cashiering solutions options.

IVR Capabilities for Better Business

According to Lorraine, "Cincinnati began investigating alternative payment methods to provide better service for our customers. To that end, we added the ability to process credit and off-line debit card payments through CASHIER for Windows. This year we upgraded our software to RevenueCollector to support an Interactive Voice Response (IVR) interface."

IVR systems serve as a bridge between people and computer databases by connecting telephone users with the information they need¯from anywhere, at any time. Many customer service organizations use this technology to extend their hours. Customers can make account inquiries and submit credit card payments over the telephone.

Asked to comment on the IVR implementation, Lorraine indicated, "The IVR is a benefit for customers that work out of town or conduct business during traditionally nonbusiness hours. The IVR system has expanded our payment collection hours and provides an immediate benefit to our customers who are able to use a credit or off-line debit card for payment. Previously, we averaged 11 credit card transactions per day. With the IVR, we are processing 40 to 50 credit card transactions per day. We are seeing increased payment volume without any advertising expense. Our customers are happy with the new payment collection option."

Melinda added that the Payment Administration Module (PAM) of RevenueCollector provided a means to monitor the new IVR interface and investigate payment transaction errors. "We had a problem with the IVR resetting the processing day incorrectly. I was able to monitor the transaction through the use of PAM and correct the processing day when it was set incorrectly by the IVR."

Looking Ahead with System Innovators

According to Melinda Walter, Cincinnati Water Works plans to add CASHIER for Windows to the 30 workstations in the customer support area. "Customer service representatives will have the ability to process credit and off-line debit card payments using CASHIER for Windows as they are talking to customers regarding services," she said.

Cincinnati Water Works also plans to add EFT payments to its list of revenue collection sources. Lorraine went on to say, "We have a few banks that collect payments and then send a list of those payments for entry to CASHIER for Windows. We are working with the banks to send an electronic file of payments that can then be imported into RevenueCollector rather than reentering the payments."

On-Site Service for Smooth Installation

RevenueCollector was installed at Cincinnati Water Works in mid-December, and the system went into production the end of January. Lorraine and Melinda said, "System Innovators´ staff was very helpful in making sure the implementation of RevenueCollector went smoothly, and having someone on-site when RevenueCollector went into production was very helpful."

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