VertexOne to Power Next-Generation Digital Customer Experience for American Water

DALLAS, Sept. 16, 2026 /PRNewswire/ -- VertexOne, a leading provider of cloud software designed to revolutionize the customer experience within the energy and utility industry, announced today that American Water, the largest regulated water and wastewater utility in the United States, has selected VertexOne's utility customer self-service and consumption analytics platform, VXconnect, to power a modern, mobile-first digital customer experience built for American Water's national size and scale.

The company, which serves more than 14 million people spanning 14 states, said they chose VertexOne for its deep utility-sector expertise, proven record of success with water utilities, and the maturity of its VXconnect platform. These strengths, American Water VP, Chief Customer Officer Matt Prine said, support the company's selection of a partner and platform ready to match its size and scope today, and capable of evolving alongside its customers and strategic priorities in the years ahead.

"American Water prioritizes customer experience for those we currently serve, as well as for new customers as our footprint continues to grow, and one of the strengths of the VXconnect platform is that it is built to scale," Prine said. "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 American Water's national footprint."

At the heart of VXconnect is a dedicated mobile app, a first for American Water and a response to how customers expect to interact with the services they rely on every day: giving 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, while electronic billing and digital communications advance a more connected, paperless experience.

"This is not just a technology upgrade, but a strategic investment in meeting our customers where they are, providing the high-quality service they expect and deserve," American Water Senior Director, Customer Operations and Project Delivery Lead, Takisha Walker said. "Our mission is to deliver safe, clean, reliable, and affordable water and wastewater services, and that mission also extends to how we deliver the customer experience."

VertexOne and VXconnect provides American Water and its customers control over their accounts and enables the company to support customers more effectively when they need information or help. The result is exceptional customer experience that, in turn, builds a confident, strong and lasting positive customer relationship.

"American Water sets the standard for what a modern water and wastewater utility can be and represents the next step in VertexOne's commitment to shaping the future of utility customer experience," VertexOne Chief Operating Officer, Keith Ahonen said. "Because we're not just providing American Water a platform, we're helping them better serve their expanding customer base. VXconnect was designed with that exact goal in mind: to unify, scale, and deliver a customer experience that keeps pace with the utilities who define and lead the industry."

About VertexOne

VertexOne is the leading provider of cloud-based SaaS solutions, powering the next generation of customer experience for utilities, energy retailers and energy transition providers. With more than 30 years of experience and 400 customers in the cloud, we capitalize on our deep expertise to provide a wide range of innovative solutions for digital transformation, revenue optimization, and data-driven efficiency operations surrounding the customer. We empower our clients to deliver a compelling customer experience, reduce costs to serve, increase operational efficiency, and improve customer satisfaction. For more information on how VertexOne allows you to enhance the digital customer experience, improve revenue management and leverage data analytics, visit vertexone.ai.

About American Water

American Water (NYSE: AWK) is the largest regulated water and wastewater utility company in the United States. With a history dating back to 1886 and celebrating 140 years in 2026, We Keep Life Flowing® by providing safe, clean, reliable and affordable drinking water and wastewater services to approximately 14 million people with regulated operations in 14 states and on 19 military installations. American Water's approximately 7,000 talented professionals leverage their significant expertise and the company's national size and scale to achieve excellent outcomes for the benefit of customers, employees, investors and other stakeholders. For more information, visit amwater.com and join American Water on LinkedIn, Facebook, X and Instagram.

CONTACT: Niki Lindquist, 214-576-1046, [email protected]

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SOURCE VertexOne