Greater Cincinnati Water Works

The Client: Greater Cincinnati Water Works

The Challenge: “We are launching a new billing system and online account management system to better serve our customers. We want to clearly communicate the benefits to our customers and minimize calls to our Customer Care Center.”

Our Solution: A comprehensive communications program that reached customers multiple times across multiple channels including email, mail, social media, video and the GCWW website. Materials highlighted benefits to customers, promoted GCWW’s new online Customer Care Portal and drove customers to the GCWW website for more information.

The Results: Within the first month of launch, the GCWW experienced a notable reduction in calls to their Call Center and a significant increase in customer engagement on their website; a 1,150% increase in customers using the website to turn their water service on or off; and more than 15,000 customers enrolled to use the new online account management system.