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GWP Launches Customer Engagement Videos

Glendale Water and Power has announced the launch of SmartVX, an innovative personalized video solution provided by Harris Computers to enhance its customer engagement experience.
This initiative is set to revolutionize the way GWP communicates with its customers, offering tailored video content directly linked to their specific needs and interactions with municipal services.
Seamlessly integrated with GWP’s customer information and billing system, NorthStar Utilities, this initiative allows for a highly personalized approach to customer communications, with customized videos ranging from onboarding of new residents, to detailed information about billing, payment arrangements for overdue bills, conservation information, scam alerts and energy conservation strategies.
The videos are designed not only to inform, but also empower residents to manage their utility services more effectively and independently. This approach transforms the way that the utility will communicate with customers.
“In an era where customer engagement is paramount, we are excited to offer our residents a more personalized and informative experience,” said Mark Young, general manager of Glendale Water and Power. “SmartVX allows us to connect with our community in ways that were not possible before, enhancing transparency and trust between the city and its residents.”
These customized videos are available in Armenian, Spanish, Tagalog and Korean, help GWP Customer Service staff engage with customers on a new platform, delivering personalized information about their bills, programs, news and announcements, and outage management information.
All videos are interactive and embedded with links so customers can click on the action buttons on the screen and be directed to the appropriate GWP sites to view and pay bills, set-up outage management alerts, e-billing or visit GWP specific website pages.
The first series of SmartVX videos will include tutorials on registering and navigating the new customer self-serve portal, ensuring residents can take full advantage of this modern platform from day one. Later this summer, GWP plans to release “peak alert” videos that will assist customers in saving money and managing electricity loads, further supporting the community in sustainable living practices.

First published in the May 11 print issue of the Glendale News-Press.

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