Thames Water and Arizona-based Global Water have entered into an agreement to research how they can improve customer service to over 60,000 of Thames’ residential and commercial customers.

The two firms will customise Global Water’s FATHOM platform to deliver Thames Water-specific elements to further enhance the cloud-based Customer Information System (CIS).

This project leverages the initial automated metering infrastructure pilot work completed by Thames Water and Global Water, and will explore the benefits of real-time data to customers, providing them actionable information on their water use through FATHOM's customer portal.

FATHOM is deployed as an integrated suite of utility-to-utility services including Automated Meter Infrastructure, Customer Information System and Asset Management solutions that have been proven to lower utility operating costs while improving service levels. The solution is hosted in a secure cloud computing environment, which requires no additional IT personnel or infrastructure.

"This is part of our ongoing effort to improve our customer service," said Natalie Beckerman, Thames Water's Customer Service Director. "Understanding our customers' journey and providing easy, accurate and meaningful information is a key element in our relationship with them."

Piers Clark, Thames Water’s Commercial Director, said:

"Our commercial customer base is demanding more information and a higher level of service.

“We believe this project represents a step function change in how Thames Water will engage its customers and presents an opportunity to lead the sector in meeting and exceeding the increasing demands of our commercial utility customers.”

Trevor Hill, President and CEO of Global Water noted:

"Expanding FATHOM™ to a wider population within Thames Water allows us to further demonstrate the benefit of our consumer-facing demand-side management tools.

“We are very excited to work together in partnership with a company as committed to customer service as Thames Water and we believe our collaboration will generate new and powerful tools for the water industry and our customers.“

Global Water, based in Phoenix, AZ, is a water resource management and technology company that owns and operates water, wastewater and recycled water utilities in the USA.