Cranbury Township, Middlesex County, New Jersey

New Jersey American Water is undergoing a “business transformation” program that will update our legacy business processes and customer information systems, which have reached the end of their useful lives. Over time, this new system will improve our ability to serve our customers better and fix problems quicker. SAP is our new software platform. SAP is used by many leading companies and utilities.

As part of this transition, we are converting our customer information systems to SAP on Oct. 21.

Some of the benefits we expect from our new system include:
•        Improved scheduling will increase customer convenience.
•        More efficient handling of customer requests (timely close of service orders)
•        First-call resolution of customer issues; fewer repeat calls from customers
•        Improved complaint resolution; information more readily available.
•        Improved response times
•        An easier-to-read bill

We are realistic.  Most of our customers will not see a difference in how they deal with us at New Jersey American Water. We have reviewed our processes in detail to ensure as smooth transition as possible. But, we may experience some technical difficulties in the short term. Our goal for this change is business as usual. However, should issues occur, we intend  to fix them as quickly as possible. We anticipate minimal impact to you.

One important note: Our legacy customer information system will be unavailable for a certain period of time as we bring our new SAP system online.  We will be unable to access customer information starting Oct. 17 through Oct. 21. Additionally, customers’ ability to view their account information using our Online Account Manager will be unavailable during this time.

Finally, customer's bills will be different and account numbers will change.  Attached is the bill insert being sent to customers throughout the billing cycle.