Case Study: Box Springs Mutual Water (CA)

Small utility, big challenge

A small utility, Box Springs Mutual Water, serving a close-knit community in California faced significant challenges with its legacy billing system.

While Box Springs Mutual Water’s old solution had worked at first, it had progressively fallen behind as technology advanced and the needs of the customer base increased.

In particular, the legacy system suffered from:

• Billing errors Their legacy system was difficult to use, resulting in frequent billing errors. These inaccuracies not only frustrated customers but in some cases went undiscovered for months, leading to significant revenue losses.
• Manual data syncs The old on-premise system required staff to manually sync data from various sources, which was time-consuming and prone to human error.
• Limited customer insights Customers lacked easy access to their own information, making it hard to manage their usage effectively.

Frequent billing errors were costing the utility tens of thousands of dollars in lost revenue and 20+ hours per month on manual data synchronization, a constant burden on staff.

A solution for employees and the community

To address these issues, Box Springs Mutual Water transitioned to Current Software, a modern, cloud-native customer management platform designed to simplify utility billing and enhance customer experience.

With Current, users have all the tools they need to serve a small utility, including:

• Guided billing automation Current offers a blend of automation and user control that flags critical issues for review while still allowing billing to take only minutes instead of days.
  

• Integrated customer portal Both the utility and ratepayers see the same data. Box Springs shareholders gained new self-service options while utility admins no longer need to manually sync data.
• Proactive delinquency management Current provides a command-center-type view of delinquent accounts to give fuller visibility and control over late customers.
  
  

Once the team at Box Springs Mutual Water transitioned to Current Software, they saw the following benefits:

• Increased revenue The utility successfully recovered tens of thousands of dollars in revenue that were previously lost due to an overly complex and confusing system.
• Enhanced customer experience Customers now have access to detailed usage insights and billing information through the integrated portal.
• Operational efficiency The elimination of manual data synchronization reduced errors and saved time, enabling staff to focus on more strategic initiatives.
• Improved financial stability With accurate billing and proactive delinquency management, Box Springs Mutual Water achieved greater financial stability and predictability, setting them up for success in other parts of the business.

Freeing up the team’s time has had a positive impact on the other projects the team needs to tend to.

Box Springs Mutual Water’s successful implementation of Current demonstrates the simple yet transformative power of a modern, cloud-native billing system.

By modernizing its systems, Box Springs Mutual Water not only improved its operational efficiency but also strengthened its financial health and enhanced customer experience.

Box Springs Mutual Water is now better positioned to serve its community with confidence and reliability.

To learn more about whether Current Software could help your utility company better serve your community, click here to book a demo.