Case Studies

We provide IVR solutions to hundreds of local governments and utilities across North America. Our customers see gains in efficiency and productivity as well as improved collections. Here is a sample of the gains our customers have experienced.

Thornton, CO—Proactive efforts drive down delinquencies at water utility

Inbound and outbound IVR helped to reduce the many obstacles customers were facing when making their monthly water bill payment. Tele-Works' IVR and web solution helped Thornton to achieve their goal of "improving collections and processes without hiring new staff."

Palm Coast, FL—IVR and web transactions lead to big savings

City management had aggressive goals for improving service delivery and reducing costs. IVR from Tele-Works has been deployed in multiple city departments, including utility and building inspections, and is now fielding more than 70,000 calls annually!

Union County, NC—Utility department sees full return on IVR investment in 10 months

Union County selected interactive voice response (IVR) technology by Tele-Works to upgrade the customer’s total experience, improve collections, and cut costs. Automation has been widely successful for the Public Works Department. It has greatly increased staff productivity and decreased disconnections.

Denton, TX—Utility department reduces disconnects by 70%

Denton has been able to provide customers with the options they want as well as reduce disconnects by more than 70 percent. This drastic reduction has benefited the city and customers by saving everyone money.

Hanford, CA—IVR helps building department staff gain three hours per day

Hanford selected interactive voice response (IVR) technology by Tele-Works to improve inspection scheduling, inspector resulting, customer satisfaction, and reduce costs of operation. The Building Department has saved 7 hours per day between the inspectors and the office staff. There is now more time to handle inspections and individual customer needs.

Irving, TX—IVR speeds citation payments

Reduced lines in the lobby have helped everyone involved in the payment process. Staff has more time to assist citation holders with more individual needs. And wait time has been drastically reduced. The payment process is much faster and has boosted collections for the court.