American Water Chooses VertexOne to Enhance Customer Experience

DALLAS, Sept. 16, 2026 /CourierPR/ -- American Water, the largest regulated water and wastewater utility in the United States, has chosen VertexOne's VXconnect platform to enhance its customer experience and modernize its digital services. The move is part of a strategic investment to meet the evolving needs of its customers and support the company's growth.

American Water serves over 14 million people across 14 states and on 19 military installations. The company selected VertexOne for its deep expertise in the utility sector, proven track record with water utilities, and the maturity of its VXconnect platform. According to Matt Prine, American Water's Vice President and Chief Customer Officer, the platform is designed to scale with the company's needs and support its strategic priorities.

"One of the strengths of the VXconnect platform is that it is built to scale. VXconnect's modular architecture means we can extend capabilities over time, onboard new customer populations efficiently, and maintain a consistent, high-quality digital experience for all customers across our national footprint."

At the heart of VXconnect is a dedicated mobile app, a first for American Water. This app will give customers the power and convenience to manage payments, view usage, and request services on their own terms, whenever and wherever it works for them. Additionally, conservation and usage analytics will deliver personalized insights that support both customer satisfaction and American Water's broader sustainability goals. Electronic billing and digital communications will advance a more connected, paperless experience.

VertexOne's Chief Operating Officer, Keith Ahonen, emphasized that VXconnect was designed to unify, scale, and deliver a customer experience that keeps pace with the utilities that define and lead the industry.

The VXconnect platform will enable American Water and its customers to have more control over their accounts and allow the company to support customers more effectively when they need information or help. The result is an exceptional customer experience that builds a confident, strong, and lasting positive customer relationship.

The partnership between American Water and VertexOne is expected to enhance the digital customer experience, improve revenue management, and leverage data analytics. By leveraging VXconnect, American Water aims to deliver a compelling customer experience, reduce costs to serve, increase operational efficiency, and improve customer satisfaction.