John Herron VertexOne

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Maximizing AMI
Benefits through
Customer Experience
JOHN HERRON
SVP, BUSINESS DEVELOPMENT
John.herron@vertexone.net
(512) 922-7944
EXPERIENCE IS EVERYTHING

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BREAKDOWN OF
EARTH’S WATER TYPE
96.5%
SALT WATER (96.5%)
FRESH WATER (3.5%)
BREAKDOWN OF
EARTH’S WATER
96.5%
OCEANS (96.5%)
PERMANENT ICE/
SNOW (1.74%)
GROUNDWATER (1.69%)
LAKES/RIVERS (0.014%)
ATMOSPHERE (0.0001%)
BREAKDOWN OF
FRESH WATER
68.7% PERMANENT ICE/SNOW (68.7%)
GROUNDWATER (30.1%)
LAKES/RIVERS (0.3%)
Water 101

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US Drought and
Dryness Map
U.S. Drought Monitor updates data and map every Thursday. This map is from April 12, 2022.
EXCEPTIONAL DROUGHT
EXTREME DROUGHT
SEVERE DROUGHT
MODERATE DROUGHT
ABNORMALLY DRY

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45° 29' 12.383" N 73° 49' 22.124" W
LAKE MEAD
M A X I M U M C A PA C I T Y
C U R R E N T C A PA C I T Y
VOLUMN: 9.3 TRILLION GALLONS
VOLUMN: 7.517 MILLION GALLONS
LOWEST LEVEL
SINCE 1937
Data according to www.NASA.gov

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80%
U.S. STATE WATER MANAGERS EXPECTING
WATER SHORTAGES IN SOME PORTION OF
THEIR STATES IN THE NEXT DECADE
Statistics according to www.EPA.gov
9,400 GALLONS
AMOUNT OF WATER LOST TO LEAKS
EACH YEAR BY THE AVERAGE HOUSEHOLD
50%
OF HOUSEHOLD OUTDOOR WATER LOST TO
WIND, EVAPORATION, AND IRRIGATION RUN OFF

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To keep up with population growth, greater
competition of resources, and climate
considerations, drinking water suppliers need
to adopt best industry practices…From source
to tap…it is important that we reduce the amount
of water we use and manage our use of water
more effectively.
ENVIRONMENTAL PROTECTION AGENCY

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Customer
Engagement is
Required for Success

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WE PROVIDE CUSTOMER EXPERIENCE SOFTWARE
COVERING THE ENTIRE CUSTOMER-TO-CASH SPECTRUM, TO
ENABLE THE DIGITAL ECONOMY-–THE ECONOMIC ACTIVITY
RESULTING FROM THE ONLINE CONNECTION
OF PEOPLE, BUSINESSES, DATA, DEVICES, AND PROCESSES—
FOR A SUSTAINABLE ENERGY AND UTILITY INDUSTRY.
30+
YEARS EXPERIENCE
IN THE INDUSTRY
400+
WATER, GAS, ELECTRIC
UTILITIES, BROKERS,
SUPPLIERS, AND ENERGY
TRANSITION CLIENTS
100%
CLIENTS USING CLOUD-
BASED SAAS SOFTWARE
55M+
END CUSTOMER
PROFILES
95%
CLIENT RETENTION
RATE

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Benefits of Increasing Customer
Experience and Engagement
IMPROVED WATER MONITORING
LEAK & HIGH USAGE ALERTS
UNDERSTANDING OF PRICING
PERSONALIZED COMMUNICATION
ENGAGING WAY TO SAVE WATER
NEW CUSTOMER TOUCHPOINT
Empower customers to make better decisions
by providing detailed data that
is accessible at any time.
Promptly inform customers via their selected
channel when their consumption exceeds
pre-specified limits.
Provide education related to pricing tiers
and data helping customers understand
and react to their consumption.
Provide specific consumption feedback through
customer’s preferred channels to improve
portal engagement and allow them to increase
Water savings.
Providing tips and tricks for saving water and
money, in addition to consumption, improves
engagement and motivation to save.
Capitalize on this additional customer touchpoint
to regularly test, iterate, and communicate new
and best performing water saving methods.
AWWA, “Increasing Consumer Benefits and Engagement in AMI-based Conservation Programs”

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7.61
BILLION
7.1
BILLION
Conservation Impact of
VertexOne Customer Portal
GALLONS SAVED FROM
CUSTOMER PORTAL
31.1
BILLION
1.47
MILLION
729
THOUSAND
2.4
PERCENT
LEAK ALERT SAVINGS GALLONS SAVED
FROM WATER REPORTS
MEDIAN ANNUAL GALLONS
SAVED PER 1K ACCOUNTS
ON CUSTOMER PORTAL
MEDIAN ANNUAL GALLONS
SAVED PER 1K ACCOUNTS
FROM LEAK ALERT
AVERAGE SAVINGS
FOR WATER REPORTS
PROGRAMS

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PREFERENCES
AND PROFILE

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Communication
Preferences
o Leak Alerts
o High Use Notifications
o Bill Forecast Notifications
o Unplanned Use Notifications
o Home Water Reports

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Profile Information
o Premises Demographics
o Customer Demographics
o Consumption
Patterns/Preferences

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Recommended
Actions
o Personalized to Preferences
and Demographics
o Calculates Specific Savings
o Provides Detailed Options
o Monitors Customers Selections
and Results

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LEAK DETECTION
& NOTIFICATION

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Leak Detection
o Configurable Leak Detection
Rules
o Notification Capabilities
Regardless of Enrollment

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Leak Notification

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Leak Resolution
o Library to Assist with Leak
Identification and resolution
o Full Closed- Loop Resolution

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Your View of
Leak Correction
Statistics
o Total Leaks Detected
o Leak Alerts Sent
o Engagement Statistics
o Customer Sentiment

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HOME WATER
REPORTS

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Social Norms
Social norms are
the accepted or implied
rules about how people
should, and do,
behave (Sherif, 1936).

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Home Water Reports

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IRRIGATION
NOTIFICATION

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Usage Breakdown
o Consumption Disaggregation

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Irrigation and Drought Compliance

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Irrigation and Drought Compliance

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GROUP
MESSENGER

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Group Messenger
o Central Repository of all
communications
o Open/Click Through Statistics
o Leverages Customer
Preferences

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New Message
o Compose Your Message
o Select Your Audience
o Review & Send

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15% 10%
15% 10%
300% 260%
80% 50%
30% 25%
DECREASE IN
CALL VOLUMN
REDUCTION IN
CALL CENTER
PERSONNEL
COSTS
INCREASE IN
AUTO-PAY
ADOPTION
REDUCTION IN
TECHNICAL &
NON-TECHNICAL
LOSSES
INCREASE IN OPEN
RATE OF
CUSTOMER
COMMUNICATIONS
INCREASE IN OPEN
REACH OF
EMERGENCY
NOTIFICATIONS
REDUCTION IN
HIGH
CONSUMPTION
REBATES
REDUCTION IN
POSTAGE AND
PRINTING
INCREASE IN
PAPERLESS
ADOPTION
INCREASE IN
CUSTOMER
SATISFACTION

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THANK YOU
JOHN HERRON
SVP, BUSINESS DEVELOPMENT
John.herron@vertexone.net
(512) 922-7944