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THE SMARTER CIS
BILL EVERY CUSTOMER, EVERY TIME
While most customer information systems view customers simply as addresses, we understand that our customers are so much more. FATHOM CIS, part of the FATHOM CIS Solution, puts all of the information needed to treat customers as individuals, and to resolve their issues the first time they call. We’ve also streamlined business processes to make billing simple and to save you money. More with less—it’s finally possible.
FATHOM CIS is a revolutionary customer information system, uniquely designed and built to maximize the use of highly granular AMI data and channel shift technologies for water utilities. FATHOM CIS is designed to maximize utility revenue, decrease costs, improve communication with your customers, and eliminate the hassles of utility billing services.
Benefits of the FATHOM Customer Information System
• Improves customer service operations
• Increases customer engagement
• Increases bill payment opportunities
• Improve collections
FATHOM CIS is designed to meet utility customers’ ever‐increasing demands while consistently enhancing their experience.
“With the power of FATHOM we will not only preserve and protect the value of our investment in infrastructure, but leverage the technology to provide better service.”
Randy Groom, City Administrator for the City of Exeter
WE LOOK BEYOND THE SOFTWARE FOR ECONOMIES OF SCALE
Economies of scale don’t end with software and technology. While FATHOM CIS is available as a standalone software platform, FATHOM has also invested heavily in the back office processes, workflows and training to develop world class utility billing, revenue management and customer care services. For FATHOM CIS clients, we can make these same services available to you through our Revenue Management and Customer Care Managed Service programs, usually for less than what you are currently spending. By utilizing these services, you immediately increase your level of service and realize even greater efficiencies to your utility operations.
A Utility Billing Service That Saves Time and Money
It is difficult for a single utility to reduce its costs to mail bills and collect payments. Because of our scale, FATHOM is typically able to perform utility billing services services for our clients for less than it costs today, providing an immediate uptick in revenue for the utility. Our highly-trained revenue specialists will provide you with the support and expertise you need for better customer engagement.
• Customer friendly, easy-to-read, easy-to-understand, useful bills.
• Multiple payment options and multiple payment methods.
• Capability to accept payments 24 hours a day via IVR
• Refocus existing resources on other value-add activities
• Secure payment lockbox
With FATHOM, utilities can now truly embark on a path to real customer engagement. This path ensures transparency and encourages behavior change. Coupled with regularly reinforcing the quality of service in easily understandable ways, utilities will achieve important service-oriented objectives that will positively impact operations.
FATHOM Customer Care
Our FATHOM Customer Care Center is located in one of the safest areas of the United States for call center and data management activities, Phoenix, Arizona. The state-of-the-art design is based on providing service to utility water and wastewater customers. The result is not only best-in-class technology, but a culture of service delivered by our skilled team of utility customer care professionals.
FATHOM Customer Care professionals are not only trained in the standard processes of customer care, such as taking payments, they are trained in all aspects of water and wastewater operations to better service our clients—and their customers. The benefits of this training are high first-call resolution percentages and a low number of calls that need to be elevated to our operations teams or our clients for final resolution. It is a level of expertise that is only available from an organization that evolved from utilities just like you.