At American Water, we’re always looking for ways to improve the customer experience. From online tools where you can pay your bills or track your water usage to watch for unexpected spikes in your water bill – we’re using technology to stay at the forefront of the industry.
American Water has made significant investments over the past few years in the areas of customer experience and customer satisfaction. We’ve put additional emphasis and placed more power in the hands of our customers to help deliver an experience that keeps them at the center of everything we do. This customer-focused approach has helped American Water remain ahead of our industry peers in providing customers with exemplary service.
In our most recent blog, we’d like to share some of the exciting updates at American Water and how they’ve made the lives of our customers a little easier.
Recent Upgrades from American Water
Whether it’s paying your water bill online or finding an answer to your question, American Water strives to make your experience with us as seamless as possible. Just a few of our recent upgrades include:
MyWater Online Portal
We understand that a growing number of our customers want a self-service experience for their water account. It’s important for them to have ownership and management over their water usage.
This is where our completely redesigned online portal called MyWater comes in. When you go to the main Indiana American Water site, you’ll see a log-in box at the top-right corner of the site where you can either create an account or login to MyWater.
Once you’re in your personalized MyWater portal, your entire account is at your fingertips. You can check your account balance, pay your bills, schedule automated payments, switch to paperless billing and update your contact information. You can also sign up to receive emergency and non-urgent alerts by email, phone and text to receive information on water outages or other important water-related news from Indiana American Water. You have the ability to do all of this without spending time on the phone waiting to talk to a real person!
Another exciting feature on the MyWater portal is the ability to track your water usage to see exactly how many gallons you’ve used in any given month and compare it to past months. We’ll also provide customers with information about how their water usage compares to neighborhood averages.
MyWater is also the place to go for useful information about how to conserve water, time and money throughout the seasons to save on your monthly water bill.
We also understand that not everyone wants to handle their account all online. So if you prefer to mail your bill or call us to pay your bill or learn helpful information about your account, we have you covered.
Implementing artificial intelligence into the customer experience has helped our customers receive the information they need more quickly and reliably. For example, if you’re struggling to immediately find the information you need, you can call our toll-free number at 1-800-492-8373. Before you speak with a customer-service representative, you’ll be given a series of automated questions that will help put you in touch with the right person, instead of being transferred to multiple people. Our technology even has the ability to determine why you’re calling based on just a short explanation that you provide us.
Through customer feedback surveys, American Water is continually trying to solve customer pain points. One of our more recent examples was geared toward our non-residential customers who have multiple accounts with us. They were having difficulty paying all of their bills at once because each property had a different account number. With our single sign on, our customers can now view multiple accounts under one login and pay all of their bills at the same time under one account.
Another feature we’ll be adding in the future is our Advanced Metering Infrastructure (AMI) system. Once it’s implemented, this will allow customers to receive real-time information about their water usage to know when there’s an issue or a sudden spike in water usage. Stay tuned for more news on this exciting feature!
Contact Indiana American Water for All of Your Questions
We’re putting technology at the forefront of what we do to best serve our customers. But we still like hearing your voice, too. If you have any questions about your service or would like more information about your water usage, don’t hesitate to reach out to us online, or give us a call to speak with a customer-service representative.