The City of Atlanta’s Department of Watershed Management (DWM) announced the simultaneous go-lives of Systems & Software, Inc.’s enQuesta™ and IVR, as well as the opening of a new call center.
Serving 300,000 residents in and around Atlanta, DWM wanted to replace their soon-to-be obsolete legacy system with a solution that could enhance the city’s customer service offerings.
“We were in search of an integrated solution which would streamline our business processes, increase revenue volumes through new collections offerings while improving cash flow validation and receipt of payments,” explained Debra Henson, program manager officer at DWM.
enQuesta™ ‘s new job scheduler functionality will enable the city to automate billing processes. DWM also adopted many of enQuesta™’s best business processes specifically in the areas of workflow management and credit and collections. In addition, enQuesta™ ’s billing engine will allow DWM to more easily flag anomalies, like severe fluctuations in usage, and will help their customer service representatives be more efficient and effective when addressing customer complaints.
“Systems & Software Inc.’s quality system integration team used their upgraded methodology to complete the highly strategic implementation within our expected time frame,” said Henson.
Burt Willey, President & CEO, Systems & Software, Inc. was upbeat in announcing the implementation.
“We are delighted that the City of Atlanta and Systems & Software, Inc. were together able to successfully implement a solution that will not only empower and benefit the DWM team, but also the citizens and City of Atlanta,” said Burt Willey, president and CEO, Systems & Software, Inc. “Today’s announcement underscores Systems & Software’s tenacity, unrivaled commitment to our customers and marks the beginning of yet another successful and productive partnership.”