Pure Connect Gets a New Look and Feel, Elevating the Customer Experience

Louisville Water’s customer portal, Pure Connect℠, will soon look different. Don’t worry – it’s still us, we’ve just added a fresh coat of paint and new features to make it easier for you to manage your account.

What does this mean for me?

The updated experience will launch September 15.

If you are an existing Pure Connect user, all you will need to do is simply reset your password the first time you login. All your usage water usage, account information, and settings will automatically transfer.

“This is just one more example of the digital transformation we’ve been on for the last few years to improve the customer experience,” said Megan Hancock, Louisville Water’s director of customer service. “From digital payments to our AI-based natural language virtual assistant, customers have more information at their fingertips than ever before.”

What’s new?

Many of the fundamental features, like paying your bill and signing up for AutoPay, remain the same. You can access the website by visiting LouisvilleWater.com/PureConnect.

We’ve added new features like a digital wallet to securely store payment options and more notifications to keep you in the know. You can set bill reminders, so you never miss a payment, and you can now apply for a payment arrangement in the portal if you find yourself in a bind.

Property managers can manage multiple accounts in one place, create groups, and pay multiple bills at the same time.

Louisville Water will send frequent emails leading up to the transition. Check your inbox and bill statements for important messages.

The week of the new experience, Louisville Water will also have a help desk in its Third Street lobby to answer your questions in person.

Visit the Help Center or follow @LouisvilleWater on social media for helpful information around the new features.