Charlotte, 28216, NC,
United States
Charlotte Water Technographics
Discover the latest software purchases and digital transformation initiatives being undertaken by Charlotte Water and its business and technology executives. Each quarter our research team identifies on-prem and cloud applications that are being used by the 1200 Charlotte Water employees from the public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources.
During our research, we have identified that Charlotte Water has purchased the following applications: Hitachi Ventyx Service Suite for Field Service Management in 2015, Olark Live Chat for Chatbots and Conversational AI in 2021, Cisco Webex Meetings for Audio Video and Web Conferencing in 2021 and the related IT decision-makers and key stakeholders.
Our database provides customer insight and contextual information on which enterprise applications and software systems Charlotte Water is running and its propensity to invest more and deepen its relationship with Hitachi Vantara , Olark , Cisco Systems or identify new suppliers as part of their overall Digital and IT transformation projects to stay competitive, fend off threats from disruptive forces, or comply with internal mandates to improve overall enterprise efficiency.
We have been analyzing Charlotte Water revenues, which have grown to $575.0 million in 2024, plus its IT budget and roadmap, cloud software purchases, aggregating massive amounts of data points that form the basis of our forecast assumptions for Charlotte Water intention to invest in emerging technologies such as AI, Machine Learning, IoT, Blockchain, Autonomous Database or in cloud-based ERP, HCM, CRM, EPM, Procurement or Treasury applications.
ERP Services and Operations
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Hitachi Vantara | Legacy | Hitachi Ventyx Service Suite | Field Service Management | ERP Services and Operations | n/a | 2015 | 2015 |
In 2015 Charlotte Water deployed Hitachi Ventyx Service Suite to centralize field dispatch and service order management. The deployment targeted Field Service Management for customer service and field operations across an enterprise water and sewer utility serving roughly 300,000 customer accounts and over 1,000 employees in the City of Charlotte and surrounding towns.
Implementation focused on operationalizing service order intake, dispatch, and scheduling, using Hitachi Ventyx Service Suite to create and manage emergency and non emergency work orders. Configured modules included service order management, dispatcher consoles, scheduling and assignment logic, mobile field work order access, SLA tracking, and reporting for daily divisional operations. The deployment supported real time creation and distribution of orders from multiple intake sources and included templates and keyword controls for standardized order creation.
Integrations were implemented with municipal intake and operational systems that feed work into the Service Suite environment, including 311 intake channels, the Customer Information system for billing related requests, a Field Deployment Manager workflow, Workforce Optimizer for route and availability adjustments, a UMS notification channel, and the utility Geographic Information System to supply asset locations and bluedot mapping. These integrations enabled dispatchers to assign work based on priority, geographic location, and technician skill set, and to support up to 60 field units concurrently through the dispatch center.
Operational governance and process changes accompanied the technical deployment, centering on a staffed operations center responsible for real time monitoring, escalation to supervisors for incidents, and coordination with 311 liaisons. New workflows standardized emergency handling, after hours on call notifications, and forecasting of workload versus staffing to identify potential SLA impacts and overtime pressure. The Hitachi Ventyx Service Suite implementation was instrumented to support continuous process feedback, with operators updating emerald keywords and reporting process concerns back to section supervisors for iterative refinement.
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AI-Powered Application
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Olark | Legacy | Olark Live Chat | Chatbots and Conversational AI | AI-Powered Application | n/a | 2021 | 2021 |
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Collaboration
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Cisco Systems | Legacy | Cisco Webex Meetings | Audio Video and Web Conferencing | Collaboration | n/a | 2021 | 2021 |
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Collaboration | Collaboration |
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2020 | 2020 |
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Content Management
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
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Content Management | Content Management |
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2023 | 2023 |
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Enterprise Content Management | Content Management |
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2020 | 2020 |
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CRM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
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Citizen Engagement | CRM |
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2015 | 2015 |
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Customer Experience | CRM |
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2021 | 2021 |
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Customer Experience | CRM |
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2021 | 2021 |
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Marketing Automation | CRM |
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2023 | 2023 |
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Tag Management | CRM |
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2016 | 2016 |
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Utilities Customer Care and Billing | CRM |
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2022 | 2023 |
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ITSM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
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Application Performance Management | ITSM |
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2023 | 2023 |
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IT Service Management | ITSM |
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2022 | 2022 |
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PLM and Engineering
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
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Geographic Information System | PLM and Engineering |
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2016 | 2016 |
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IaaS
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
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Application Hosting and Computing Services | IaaS |
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2020 | 2020 |
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Content Delivery Network | IaaS |
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2019 | 2019 |
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CyberSecurity
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
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Identity and Access Management (IAM) | CyberSecurity |
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2023 | 2023 |
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Secure Email Gateways (SEGs) | CyberSecurity |
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2020 | 2020 |
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Web Application Firewalls (WAF) | CyberSecurity |
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2023 | 2023 |
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