Case study

Aqua America

Improving customer service operations

Aqua America, Inc., the largest U.S.-based, publicly-traded water company with revenues in excess of 500 million USD, provides water and wastewater services to approximately 3 million residents in 13 states. The company also provides water and wastewater consulting, contract operations and management services to selected clients.

In the early 1990s, Aqua America acquired more than 120 companies and other growth ventures, of which more than 90 were completed after 2002. The company’s growth through-acquisition strategy has allowed the company to achieve unprecedented annual customer growth rates and record earnings, not to mention above average shareholder return, while remaining a low-cost provider of quality drinking water. The company engaged PA Consulting Group to help build solutions that would address some of its growing pains, namely:

• Consolidating its customer services systems to provide intelligence on corporate performance
• Integration and automation to improve efficiencies
• Integrating usage data across all customers and multiple state operations.