Optimizing Customer Acquisition for Retail Membership Company
App Orchid helped American Water modernize enterprise-wide operations by introducing a semantic data layer which sits between complex data and the users or applications that want to use that data.
Crawl, walk, run…We started by connecting both structured and unstructured data sources to the semantic layer on a per-use case basis. As use cases bloomed and more data was added to the semantic layer, apps became easier to build, thanks to the ease of access to the data and the seamless data sharing. New analytics and AI-assisted decision making became possible. The existing ERP transactional system was maintained as the system of record.
Key Applications Built on the App Orchid Platform
Each application was tailored to fit the specific needs, but all shared a common semantic layer. Highlights include:
- Work Management: A full replacement for ClickSoftware, offering dynamic scheduling, embedded intelligence, and a glove-friendly mobile interface for field reps.
- Outage Alerting: Automated alerts powered by grid tracing, state and local website updates, and customizable message templates.
- Customer 360: A unified screen for customer information that empowered employees across the organization to support customer service.
- Asset Management Intelligence: Tools to detect, predict, and prioritize issues with critical infrastructure.
- Customer Portal: A modern, responsive portal that supports efficiency, marketing, and prosumer features.
- Call Center Software: A comprehensive, intuitive platform built specifically for customer service reps.
Time to Value
These apps were delivered collectively faster than most individual app implementations—thanks to the shared semantic layer and reusable components.
Business Impact
- Millions saved in software and service costs
- 60% faster call handling times
- 16% improvement in field service efficiency
- 90% reduction in truck rolls due to asset outage false positives
American Water’s journey demonstrates the power of a unified semantic layer—not only to accelerate digital transformation, but to fundamentally reshape how data, AI, and people come together to deliver exceptional outcomes.
