Customer Success - UTILITY BUSINESS
Cal Water turns up its customer service experience with KloudGin
California Water Service (Cal Water) is the largest regulated American water utility west of the Mississippi River and the third largest in the country. Formed in 1926, the San Jose-based company serves 480,300 customer connections through 28 Customer and Operations Centers throughout the state.
Cal Water is the largest subsidiary of the California Water Service Group, which also includes Washington Water Service Company, New Mexico Water Service Company, Hawaii Water Service Company, HWS Utility Services, and CWS Utility Services. As a whole, the Group provides high-quality regulated and non-regulated utility services to approximately 2 million people in 100 communities. Company-wide, our employees share a commitment to being the leading provider of water and wastewater services and delivering quality, service, and value to our customers.
KloudGin ‘Single Face of Work’ - Unplugged
Cal Water serves approximately 2 million people in four states. They deployed a KloudGin
Mobile Work order management system in 2015 to leverage the latest cloud, mobile, artificial
intelligence, and big data technologies. Cal Water completes over 200,000 work orders annually
to provide timely customer service (e.g. leak repair), collect water quality samples, and maintain
approximately $1.6 billion in company assets. KloudGin provides their employees with an
intuitive mobile experience and intelligent route work optimization based on past performance
and predetermined business criteria. These innovative technologies work in collaboration with
our award-winning customer service (Cal Water received JD Power’s highest numerical rating in
the West Region for Water Utilities in 2016) to improve operational efficiency and further
enhance the experience we provide to our customers.
With KloudGin’s Field Service & Asset Cloud, Cal Water is scheduling field work assignments in real time from various enterprise applications like Oracle CC&B, executing them seamlessly by using KloudGin’s single-scheduling optimization engine and a simple mobile user interface for field representatives in both online and offline modes. Employees have access to customer data, plat maps, as-builts, analytics, and other information to quickly complete the assignment and provide timely customer communication. Traditionally, back-office duties such as inputting timecard and inventory data are streamlined and automated for employees. This is a new generation of work management that takes full advantage of modern big data, mobile, artificial intelligence and cloud technologies.
KloudGin: One Unified Intelligent Analytics Cloud
Cal Water implemented KloudGin Native Mobile BI & AI-based Cloud platform across Oracle Customer Care & Billing (CC&B), PeopleSoft HR/ Payroll, PeopleSoft Financials, Power Plan, IBM Maximo (WAM), Intertel, Customer Care, Waste Water and KloudGin Intelligent Field Service & Asset cloud to have a unified cloud- and mobile- based analytics solution. Cal Water is enabling Mobile BI & Conversation Artificial Intelligence to become a common distribution channel for business information, in addition to the web desktop. This is to assist, accelerate and enhance the executive & district decision-making processes. In addition, Cal Water wants to enable write-back capabilities to business applications via KloudGin platform for taking direct actions without losing context.
KloudGin: Backflow Prevention Management Cloud
Cal Water has deployed KloudGin’s Cross Connection Cloud to modernize the Cross- Connection control program integrated with Oracle CC&B. This is enabling us to have single source of truth, which is accessible to all stakeholders Internal (Customer Service Representatives, Operations, Executive, Back flow specialists) and External (Customers, Vendors, Testers) 24x7 — all delivered in the cloud to any mobile device, in one-place, in real- time, online/ offline. All our Cross Connection compliance reporting and analytics is also now integrated in a Single Analytics cloud platform.
Increase Efficiency, Safety & Customer Satisfaction
“Our goal at Cal Water is to continuously improve operational efficiency, safety and customer satisfaction,” said Michael Luu, Vice President of Customer Service and Information Technology. “We needed to innovate rapidly on top of our existing systems and provide employees with the next generation of tools they need to quickly and proactively complete field assignments.”
Transforming Cal Water to be the Utility of the Future
“One of the single biggest issue that plagues utilities today is user adoption which is directly related to operational efficiency, safety, customer experience, reduced costs to consumers, security, and transformation to futuristic revenue models,” said Michael Luu, Vice President of Customer Service and CIO. “We are rapidly innovating in this leveraging artificial intelligence, cloud and mobile technologies to connect our customers, crews, back office, partners, and equipment in real-time, from any device.”
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