Dallas – September 18, 2026 -- American Water, the largest regulated water and wastewater utility in the United States, has selected VertexOne's VXconnect platform to power a mobile-first digital customer experience across its 14-state footprint.
American Water serves 14 million customers and will deploy its first-ever dedicated mobile app
The utility, which serves more than 14 million people across 14 states, said the platform will let customers manage payments, view usage and request services from any device. The app marks American Water's first dedicated mobile offering.
VXconnect's modular design allows American Water to scale onboarding as its footprint grows
American Water VP and Chief Customer Officer Matt Prine said the platform's modular architecture allows the company to extend capabilities over time and onboard new customer populations while maintaining consistent service quality nationwide.
Conservation analytics and e-billing target both customer satisfaction and sustainability goals
The platform will deliver personalized usage insights intended to support conservation efforts alongside American Water's sustainability targets, while electronic billing and digital communications aim to reduce paper-based processes.
Company frames the rollout as a customer-service strategy shift, not just a technology upgrade
Takisha Walker, American Water's Senior Director of Customer Operations and Project Delivery Lead, said the deployment reflects a strategic investment in meeting customers where they are rather than a routine technology refresh.
VertexOne cites the deal as validation of VXconnect's ability to serve large-scale utility operators
VertexOne Chief Operating Officer Keith Ahonen said the partnership represents the next step in the company's push to unify and scale customer experience platforms for utilities operating at national scale. VertexOne reports more than 400 customers using its cloud-based SaaS solutions across the utility and energy retail sector.