American Water Resources Collaborates with Dispatch to Improve the Customer Repair Experience

August 30, 2017

VOORHEES, N.J.–(BUSINESS WIRE)–A new agreement between American
Water Resources and Dispatch
will help deliver faster service when customers need repairs on their
water and sewer service lines, in-home plumbing, and other home services
covered under American Water Resources protection plans.

Dispatch is an enterprise customer engagement platform that allows for
easy mobile contractor management. American Water Resources’ customer
service representatives and its contractors will use the platform.

Contractors and customers will be able to schedule repair times directly
by email or text messaging. Dispatch dramatically speeds up contractors’
response to service requests by streamlining the entire service
experience and greatly reducing manual processes like calls to and from
contractors to assign jobs. American Water Resources customers are
reassured they will receive prompt service by knowledgeable contractors
in their area, while reducing the amount of time they are waiting for
service.

Among the advantages of American Water Resources using Dispatch are:

  • Enhanced communication:

    • Communication is channeled through the Dispatch system
    • Customers receive status updates through email or text messaging
    • Customers can communicate directly with the contractor on the job
      that has been assigned
  • Reduced response time of service calls
  • Electronic routing of invoices and project documentation
  • Intuitive dashboard reporting that can reward top performing
    contractors with more jobs
  • Unparalleled data collection within the last mile of the service
    delivery process

“Our partnership with Dispatch gives customers fast and efficient
service when they need it,” said Eric Palm, president of American Water
Resources. “This also speeds up and simplifies the process of assigning
and closing claims for the contractors in our network.”

American Water Resources offers affordable protection programs –
including water line, sewer line, in-home plumbing, and HVAC – that help
provide peace of mind for homeowners.

“We’re pleased that American Water Resources has chosen Dispatch to
further enhance speed of service and satisfaction for American Water
Resource customers and contractors,” said Jim Delande, vice president of
Product Marketing for Dispatch. “Our product is known for delivering
fast, connected service and streamlining the process of connecting
professionals with homeowners. We appreciate the opportunity to provide
these services to American Water Resources customers.”

Contractors who wish to inquire about joining American Water Resources
network may call 866-618-3914. You may also visit our website www.awrusa.com
for more information on our programs and how to become a network
provider today.

About American Water Resources

American Water Resources offers Service Line Protection Programs to
homeowners in 43 states and Washington, D.C., and currently services
more than 1.8 million contracts. The company has been providing
protection programs for more than 16 years. More than 9 out of 10
customers are satisfied and the company holds an A+ Rating from the
Better Business Bureau. American Water Resources also provides its
Protection Programs to homeowners through municipal partnerships with
the New York City Department of Environmental Protection, Orlando
Utilities Commission, Nashville Metro Water Services and others.

American Water Resources is part of American Water Enterprises, a
market-based subsidiary of American Water. For more information, visit
the American Water Resources website at AWRUSA.com.

With a history dating back to 1886, American Water is the largest and
most geographically diverse U.S. publicly traded water and wastewater
utility company. The company employs more than 6,700 dedicated
professionals who provide regulated and market-based drinking water,
wastewater and other related services to an estimated 15 million people
in 47 states and Ontario, Canada. More information can be found by
visiting www.amwater.com.

About Dispatch

Dispatch is a Boston-based enterprise software company whose mission is
to help the home services industry meet the rising demands of the
today’s customer. Dispatch powers modern service by seamlessly
connecting brands, contractors, and homeowners with an intuitive
platform to assign and manage jobs, communicate service details
automatically to the customer via their mobile device, and optimize the
last mile of the service delivery process. Dispatch links the people,
process, and data to create a connected service experience that delights
customers, empowers contractors, and promotes a positive brand image for
the enterprise.

Contacts

American Water Resources
Richard G. Barnes
Corporate
Communications Manager
856-782-2364
[email protected]