News Details
Text Alerts That Work: WVWD Enhances Communication with Leak and Payment Notifications
February 3, 2025
Walnut Valley Water District (WVWD) continues to enhance customer communication through automated text message alerts for water leaks and water turn-offs due to nonpayment. This initiative helps provide faster, more efficient communication, and WVWD is committed to continually expanding its efforts to better serve the community.
“Text message notifications are an essential tool for connecting with our customers,” said Lily Lopez, External Affairs and Sustainability Director at WVWD. “We want to keep them informed, and these timely updates are one of the ways we’re enhancing their customer service experience.”
Expanding Customer Communication with Payment Reminders
WVWD now uses text messages to notify customers of upcoming payment due dates before their water service turn-off date. This approach has resulted in a 50% increase of timely bill payments, helping to reduce the operational demands of turn-offs. By minimizing service disruptions, this initiative improves customer satisfaction while optimizing resource allocation.
Automated Leak Detection and Proactive Support
WVWD’s system has been notifying customers of potential leaks based on continuous water usage monitored over a 24-hour period. While this feature isn’t new, it’s now automated through the customer portal, providing quicker and more efficient alerts. Customers receive immediate notifications when potential leaks are detected, allowing them to resolve issues early, preventing high bills and waste. The alerts also link to helpful resources, including tips on leak management and the District’s leak repair program.
Setting a Standard for Utility Providers
WVWD’s use of automated text messages showcases how utility providers can leverage technology to strengthen customer relationships, streamline operations, and improve service delivery. This case study sets a positive example for other utilities looking to enhance customer engagement and reduce inefficiencies. To learn more about WVWD’s leak detection services and other helpful resources, visit their website.
