Enhanced Customer Experience with New Customer Service Portal
Coming Soon! Our initial launch of the new utility billing system, originally scheduled for August, has been rescheduled to September. We're working hard behind the scenes to ensure a smooth transition, and we thank you for your support.
At PCWA, we're always striving to serve you better. Our new system will integrate various business processes into a single platform, enhancing your customer experience and improving our service efficiency.
The new portal will make managing your account easier and more user-friendly than ever before.
Enhanced Customer Portal
- 24/7 Access: Login from your desktop, tablet, or phone.
- Autopay Registration: Sign up for autopay with ease.
- Billing and Payments: Receive and pay bills, and view your billing and payment history.
- Water Use Review: Keep track of your water usage effortlessly.
- Service Requests: Request new service or transfer your service online.
- Rebate Requests: Submit rebate requests directly through the portal.
- Customer Service Contact: Reach out to our customer service team through the portal's self-service feature.
Key Dates to Remember
September 2024:
- New Account Numbers: All PCWA account numbers will change. Look out for your new account number in the mail with instructions on how and when to use it.
- New Customer Portal Launch: Our new portal will go live! Keep an eye out for more details to come!
- Payment Options: Use your new account number to make payments online, by check, or by phone.
- Autopay Sign-Up: Customers currently on autopay will need to re-register in the new portal.
- Update Bank Bill Pay: Ensure your bank bill pay services are updated with your new account number, if applicable.
- New Bill Statements: Enjoy a new, easier-to-read bill statement. This new bill statement will also include your new account number.
Frequently Asked Questions About PCWA's New Utility Billing System
Will my current account number change?
Yes, all PCWA account numbers will change. You will receive your new account number in the mail in September 2024. Your new account number will also appear on your first bill after we transition to the new system in September.
What actions should I take as a customer?
In September 2024, look for your new account number in the mail and follow any instructions that apply to your chosen payment method. Use your new account number to make payments and access your account in the new customer portal once it goes live. You will be able to access the portal through the “Pay My Bill” link at pcwa.net. Sign up for autopay and update any bank bill pay services with your new account number, if applicable. More updates will be provided once we get closer to the launch date for the new system.
What will happen to my autopay settings?
If you are currently on autopay, your current autopay will be cancelled once we transfer to the new system. You will need to re-register in the new customer portal once it goes live in September 2024 to resume autopay settings. To do this, you will go to the new customer portal once it goes live, and login with your new account number.
Will I need to update my bank bill pay service?
Yes. Once we go live in September you will need to update any third-party bill pay services you use to ensure seamless payment processing.
How will the new utility billing system benefit me as a customer?
You will experience easier account access with a simplified interface, the new customer portal. The new system will offer 24/7 access to self-service features, allowing you to review water usage, receive and pay bills, sign up for autopay, request new service or transfer service, and submit rebate requests—all from one portal.
In addition, all PCWA account numbers will change. You will receive your new account number in the mail in September 2024. Your new account number will also appear on your first bill after we transition to the new system in September. The system will also generate a new bill statement design, which we think you'll find easier to read.
Why is PCWA transitioning to a new utility billing system?
The new system will streamline operations, enhance data management, and provide a more intuitive and user-friendly customer experience.
What are the benefits of the new utility billing system for PCWA’s internal operations?
The new utility billing system will significantly enhance PCWA's internal operations in several key ways:
- Streamlined Operations: By integrating functions like billing, customer service, maintenance, and financials into a single platform, the new system reduces redundancy and improves coordination. Routine tasks such as billing and reporting will be automated, saving time and reducing human error.
- Real-Time Data Management: With real-time access to data, PCWA can make more timely and informed decisions, helping to ensure faster and more accurate responses to customer needs.
- Improved Coordination: The integration of different functions enhances communication and coordination between departments, leading to a more cohesive and productive operation.
- Scalability and Flexibility: The new system is designed to accommodate PCWA's growing customer base and service area. It can also adapt swiftly to evolving business needs and integrate with emerging technologies like Advanced Metering Infrastructure (AMI) and Automated Meter Reading (AMR).
- Enhanced Customer Service: Better coordination and real-time data management will enable our customer service team to address inquiries and issues more promptly and accurately, improving overall customer satisfaction.
- Increased Efficiency: Automating routine tasks reduces the risk of human error and frees up staff time for more critical activities, leading to higher efficiency and better service delivery.
- Data Security and Compliance: The new ERP system includes advanced security features to protect critical data and ensure compliance with regulations, safeguarding both PCWA and its customers from potential security breaches and legal issues.
If you have any other questions, please feel free to reach out to our customer service team. We're here to ensure a smooth transition and to help you make the most of the new system.
Thank you for being a valued PCWA customer. We look forward to serving you with our new ERP system!
Need Assistance?
Our customer service team is here to help with any questions or concerns. Feel free to email us at customerservices@pcwa.net or call (530) 823-4850.