Specialist customer service and software provider for the water industry, Echo Managed Services, has won a new contract to deliver contact management, billing, and collection management services for Northern Ireland Water (NIW).
The contract will run for up to 10 years – initially seven with the option for NIW to extend for a further three – and it was awarded following a competitive procurement process.
Echo has worked with Northern Ireland Water for the last 17 years and will be delivering a two-part solution including both service and software with the implementation of its innovative CRM and billing software, Aptumo.
Stephanie McCullagh, director of customer & operations at Northern Ireland Water commented:
“We are excited to be working in partnership with Echo to realise a step change in NI Water’s future customer service delivery. This is an extraordinary opportunity for us all to help shape our new solution and work together to deliver a world class service for our customers.”
Monica Mackintosh, managing director at Echo Managed Services, added:
“Echo has a long-standing and collaborative relationship with Northern Ireland Water, so we’re delighted to be the chosen partner for the new contract and to have the opportunity to continue working together. We’re looking forward to the months ahead as we start out on this new journey to implement Aptumo and further transform service for Northern Ireland Water’s customers.”