Australia

Echo Managed Services, a leading customer services provider to the UK’s water sector, created Aptumo to help the sector drive improvements in customer satisfaction around the world. 

Our Salesforce-native software lets you offer customers choices to make their lives easier – from how and when they pay their water bills, to omni-channel communications, and self-serve options for when they don’t need too much help. 

Australia

Aptumo isn’t just the secure, agile, evergreen billing solution for the water sector, it’s also tailored to work seamlessly with regional or state standards and requirements wherever you are.

Tariff flexibility

Create a range of tariffs to offer your customers a bundle tailored specifically to their needs.

Aptumo can be configured – in-house - to offer a wide range of tariffs. Auto allocation based on services, location, and usage makes manual calculation unnecessary so, even when switching tariffs, accurate billing becomes the norm, improving the customer experience while driving down the cost to serve.

Meter reading and billing flexibility

Let the customer choose when and how often their meter is read, and when they’re billed.

Aptumo works on a flexible meter reading schedule. It accepts and automatically validates readings from multiple sources and applies those readings to the customer’s account in minutes. To help you with resource planning, bill production can be controlled to stabilise output.

Assisting customers in financial hardship

Individual case management helps you to monitor and manage your relationship with customers when they need extra support. 

Aptumo builds a real-time, 360° profile of every customer so you can tailor your activities to provide the help and support they really need, when they need it. From bespoke payment schedules to payment contributions or even agreed breaks, Aptumo makes it easier for your teams to work with your customers to find the best solution for them.

Concessions

Automatic validation simplifies the process, making concession payments secure, accurate and always up to date.

Aptumo is fully integrated with Centre Link which makes managing concession payments simple. Validation checks run automatically and the confirmed discount is applied to the customer’s account, taking care of time-consuming admin while your customer service agents look after your customers.

Family violence

Flexible configuration lets you design secure processes to support customers by protecting their data and understanding their needs.

Aptumo lets you flag accounts, restricting access to the named account holder and specially trained members of your team, to ensure your customer’s privacy and security is protected while you provide the tailored support your they need.

Flexible reporting tools make it easy to produce management summaries without compromising personal information.

Customer segmentation

Harness the power of customer data to take your engagement planning to the next level and drive-up customer satisfaction scores.

Aptumo puts the power of data in your hands so you can manage your customer’s needs proactively. Design account records to present the data your customer service agents need at their fingertips, while powerful, flexible reporting tools let you deep-dive into data to help you plan engagement campaigns for customers with similar needs or expectations. 

Rural billing

One system, one process to service customers using either modernised or unmodernised supplies.

Aptumo can accurately measure and bill customers for usage and sewerage, whether they rely on deliveries or a metered supply. Easily configurable charging and fee structures mean you can offer the service your customers need at the right price without the added headache of separate processes for modernised and unmodernised water supplies.

Trade waste

Manage consents and allowances for trade waste customers without manual processes or specialist knowledge.

Aptumo supports the monitoring and management of trade waste, automatically managing sewerage allowances and consents to ensure consistent, accurate billing. Its' out-of-the-box functionality calculates charges based on a business’ average biological and settled solids waste, making manual calculation a thing of the past.

Property information statements

Customisable statements that conveyancers can request and receive online.

There isn’t a “standard” information statement with Aptumo; you choose what’s included. From a plan of the property identifying assets such as water meters, to if the property shares a meter and how consumption is divided, you’re in control. Billing for the settlement date can be an estimated forecast or a meter read, and Aptumo makes life easier for property conveyancers too; if they request the statement online, it will be returned to them the same way. 

Consolidated billing

Link multiple properties to one account to make billing and payment easier for landlords and real estate agents.

Aptumo can coordinate meter reading, billing and payments across all properties linked to the same account, but still produce one bill showing all the details - including both metered and fixed costs – for each property in the format the customer prefers.

The Team

Aptumo Australia Pty Ltd brings trusted billing best practice to the Australian water industry. Our team here, along with their colleagues in the UK and India, represent an unrivalled deep domain knowledge that sets us apart from the rest.

Tony Kelly

Director

Tony has more than 30 years’ experience in the water industry, with a deep understanding of the operations and requirements of the Australian water sector.


Richard Harris

Software Services Director

Richard has extensive experience in overseeing significant technology improvements and implementations in the water sector, drawing on over 30 years’ experience in software and technology roles.

Matt Bowd

General Manager

Matt has over 20 years’ experience overseeing and leading organizational transformation in utilities, with over 10 years specializing in water. Matt brings a rich understanding of the water customer to complement a focus on technology and organizational design.

Carwyn Watson

Project Manager

Carwyn specializes in business transformation projects. He has extensive, hands-on experience of the utilities sector, delivering complex technical infrastructure projects while working as part of a global team.


Yogeshwari Agashe

Product Owner &
Functional Lead

Yogeshwari has a deep and practical understanding of business transformation projects and implementations in the utilities sector. She is comfortable as part of a local or global team having worked extensively on projects spanning both Australia and the UK.

Read more about our other markets:

Ready to transform customer billing?