Riverina Water taps Infor’s innovative solution to boost customer satisfaction

Infor®, the industry cloud firm, revealed that Riverina Water has deployed Infor CloudSuite Public Sector Customer and Billing modules as part of its digital transformation project, with early, positive signs for the organisation that will have a flow-on effect on customers set to reap the rewards of real-time transaction capabilities anywhere, anytime and on any device.

Why did Riverina Water onboard Infor’s solution?

The strategic move to implement Infor’s cloud-based enterprise software platform is in line with Riverina Water’s unwavering pursuit of customer excellence. In a survey earlier this year across its supply area of Wagga Wagga City, Lockhart Shire and parts of Greater Hume and Federation council areas, overall satisfaction with customer service scored 4.69 out of 5.

As a winner of the Sam Samra Award for Most Improved Local Water Utility in NSW, Infor will be crucial in helping Riverina Water better manage costs, secure IT investments and improve service delivery to over 77,000 clients by retiring legacy systems and moving to the cloud.

Infor CloudSuite Public Sector, which includes Infor Financials & Supply Management, Infor CIS Billing and Infor Enterprise Performance Management for integrated planning, budgeting, forecasting and financial consolidation, business intelligence and analytics, was selected following a competitive tender process to ensure that Riverina Water is positioned to operate in a digital world, while supporting efficient work processes, procedures, and service delivery.

Additionally, Riverina Water is also planning for future rollouts of Infor solutions, including asset management, financials, supply chain management and Infor’s managed service, CareFor. Infor has a proven track record around the world as the cloud solutions provider of choice for utilities and government entities’ digital transformation programs. In New Zealand, Infor was recently named as the “systems of record” for its water reform program.

The country’s largest water authority, Watercare, is a long-standing customer, so too Waikato Regional Council, alongside six of the 18 water corporations in Victoria, Australia. In the U.S., leading water authority Elsinore Valley Municipal Water District is also a customer.

What does the partnership mean for stakeholders?

We’re pleased that Infor has been able to deliver on the first phase of our transformation program. The system has only been in production for two months and we’re already seeing tangible benefits with manual processes now automated. I’m looking forward to seeing how it will further benefit clients into the future,” said Andrew Crakanthorp, CEO at Riverina Water.

“Infor plays an important role as a trusted partner in our commitment to providing safe and reliable drinking water to an ever-growing community,” Crakanthorp further commented.

“Infor was selected for its extensive water industry experience and a cloud offering that’s flexible, agile, secure and customisable – all ingredients of the right industry-specific solution for our needs as we look to strengthen service delivery and enhance our standing as a customer-centric organisation with best-in-class customer service. Importantly, we see this as a long-term partnership that will help meet our strategic goals,” Crakanthorp further said.

Terry Smagh, Senior Vice President and General Manager of Asia Pacific and Japan at Infor
Terry Smagh, Senior Vice President and General Manager of Asia Pacific and Japan at Infor

“We are delighted with the success of Riverina Water’s digital transformation project thus far, particularly since the deployment started towards the end of the pandemic,” commented Terry Smagh, Senior Vice President and General Manager of Asia Pacific and Japan, Infor.

“We’re proud to play our part in meeting Riverina Water’s strategic goals so they can succeed in a world where customers expect 24/7, always-on functionality with real-time capabilities. Both organisations are driven by a shared commitment to customer excellence, and Infor’s industry-specific, purpose-built CloudSuite solution will ensure enhanced service delivery and outcomes for Riverina Water’s end-customers, internal users and external stakeholders alike.”

Learn more about Infor CloudSuite Public Sector and Infor Financials & Supply Management.