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“Our approach to communicate infrastructure projects and water quality combined with the emphasis we put on our trademarked product, Louisville Pure Tap®️, builds trust.”
Louisville Water Vice President of Communications Kelley Dearing Smith just returned from the Utility Management Conference (UMC) in North Carolina. More than 1,000 water professionals gathered to connect and learn best practices about common issues they face.
“It’s clear that other utilities look to Louisville Water’s work in highlighting the value of water. I talked with dozens of water professionals who wanted to learn more about our strategy,” Smith said.
Hosted by the Water Environment Foundation and American Water Works Association, the UMC focused on management and trends in the water sector.
Building relationships and consistent communication are necessary to build trust not only with other utilities but also with customers. Understanding customers’ needs is essential and these days, affordability is part of the conversation.
Smith shared how the Louisville Water Foundation’s work impacts our community, specifically for customers struggling to make ends meet.
“There’s no single solution for affordability. The work we’re doing in Louisville with the Louisville Water Foundation helps hundreds of customers annually. It’s good to compare our work with others in the United States,” she explained.
That same approach of gaining different perspectives and learning from others can be applied to diversity initiatives in the workplace. Louisville Water offered insights into our ongoing training throughout the company, special events and programming, and inclusion surveys that evaluated employees’ experiences.
“It was a pleasure to share Louisville Water’s journey toward inclusion, and many attendees said it was really helpful to them and their organizations,” said Director of Diversity Cathy Scrivner. “They were thrilled to see that we had maintained our commitment to ensuring every employee is listened to, valued, and respected.”
Other educational sessions highlighted workforce development, effective communication strategies, and the growth of data centers and evolving technologies.
Director of Customer Service Megan Hancock talked about how AI (artificial intelligence) has improved the customer experience with Louisville Water. She detailed how our automated system “IVA Marie” allows call center representatives to be more efficient. Hancock touted that the average call shortened by 33 seconds and the number of abandoned calls [customers hanging up while waiting] dropped by more than half. IVA Marie often talks customers through their issue to find a solution without needing to talk to an agent.
Louisville Water will continue exploring evolving technologies but without sacrificing our commitment to provide high-quality drinking water and customer service.
