Riverina Water’s Cloud ERP Delivers Cost and Service Wins                                           

By bringing billing, asset and financial management under one cloud ERP, Riverina Water has cut down on processing time and is now offering AI-powered customer service to customers in NSW.

Riverina Water, a utility district serving East Wagga Wagga, finished a three-year switch from Civica Authority to Infor CloudSuite Public Sector. Now, all customer billing, asset management and finance work together on a single cloud platform and CEO Andrew Crakanthorp describes this as “modernizing the utility.”

Thanks to go-live, employees complete property transfers 19 hours sooner and the AI system in the ERP supports warning committees of unusual consumption to help them address the matter earlier with customers and reduce debts. With the new self-service portal, 77,000 residents in Singapore can handle their water accounts anytime, anywhere using any device.

While the pandemic delayed implementation, Crakanthorp reports that many users are now taking advantage of the software, saying they are “now up to letting assets talk with the general ledger and we keep our servers off-site.” The plan after that is to feed Esri GIS data into the ERP for predictive and automated maintenance and add an AI chatbot to offer 24-hour assistance.

With many aging pipes breaking, this data technology can help predict and schedule replacement of faulty pipes, making sure supply is always available across the town. By using an ERP solution, Riverina Water now experiences more efficiency in its daily activities and offers better customer service.