American Water Adopts VertexOne Platform for Digital Service Expansion
The largest U.S. regulated water utility has selected a new cloud-based platform to modernize its customer interface and support its growth across 14 states.
American Water, the largest regulated water and wastewater utility in the United States, has selected VertexOne to implement its VXconnect platform. This decision marks a strategic shift toward a mobile-first digital infrastructure designed to handle the company's national scale. The utility serves more than 14 million people across 14 states, requiring a system capable of managing high-volume customer interactions and complex data analytics.
The implementation focuses on delivering a unified customer experience through a dedicated mobile application, which is a first for American Water. The platform integrates consumption analytics, electronic billing, and digital communications to replace traditional paper-based processes. This transition aims to provide customers with real-time access to usage data and payment options, aligning the utility's service delivery with modern consumer expectations for digital convenience.
Strategic selection driven by scalability
American Water chose VertexOne specifically for its proven expertise in the water utility sector and the maturity of the VXconnect software. Matt Prine, the company’s VP and Chief Customer Officer, cited the platform’s modular architecture as a key factor. This structure allows the utility to extend capabilities over time and onboard new customer populations efficiently as its footprint expands. The company emphasized that the solution must be ready to match its current size while evolving with future strategic priorities.
The partnership addresses the need for a consistent digital experience across a diverse national customer base. By utilizing a cloud-based SaaS model, American Water can maintain high service standards without the burden of legacy infrastructure constraints. The selection reflects a broader industry trend where utilities are investing in digital transformation to reduce costs to serve and improve operational efficiency.
Enhancing customer utility management tools
The core of the new system is a mobile app that grants customers direct control over their accounts. Users will be able to manage payments, view detailed usage metrics, and request services on their own terms. This self-service capability is designed to reduce friction in daily interactions and provide immediate access to critical information. The platform also introduces personalized insights derived from conservation and usage analytics, supporting both individual customer needs and the utility's broader sustainability goals.
Takisha Walker, Senior Director of Customer Operations and Project Delivery Lead, described the move as a strategic investment rather than a simple technology upgrade. The goal is to meet customers where they are while delivering safe, clean, and reliable water services. The integration of digital communications and electronic billing further advances a paperless experience, aiming to build stronger, lasting relationships with the utility's expanding customer base.
VertexOne expands utility sector footprint
For VertexOne, this contract represents a significant step in its commitment to shaping the future of utility customer experience. Keith Ahonen, the company’s Chief Operating Officer, stated that American Water sets the standard for modern water and wastewater services. VertexOne positions this deployment as a demonstration of its ability to unify and scale digital solutions for large-scale utilities. The company leverages over 30 years of experience and a base of 400 cloud customers to drive digital transformation and revenue optimization in the energy and utility sectors.
