News | August 23, 2016

Hillsborough, N.C. Selects Fathom To Improve Water Utility Customer Service

Water utility first in state to adopt Smart Grid for Water to provide real-time consumption data to customers

FATHOM, the largest Software-as-a-Service (SaaS) provider for water utilities, recently announced it has contracted with the Town of Hillsborough, North Carolina to provide the FATHOM advanced suite of integrated utility services. This partnership will consolidate all the water management technologies onto one platform and help the town provide better customer service, fully optimize operations and recover revenue. The new platform will also provide customers with access to real-time consumption data and improve the customer experience. Hillsborough is the first in the state to implement the FATHOM Smart Grid for Water, underscoring its commitment to the community to deliver a truly modernized water utility.

Centrally located in Orange County, the town developed a 20-year plan with the county in 2006 to meet the needs of a growing population in a fiscally responsible manner.

“Utilities today need solutions that are proven, low-risk and can easily scale to match population growth,” said Trevor Hill, CEO of FATHOM. “We designed FATHOM to focus on key data, including water flow and consumption data, ensuring that every customer is accounted for and billed correctly. Our consolidated platform will enable Hillsborough to use this data to better understand what’s happening on the ground while providing superior customer service.”

The agreement includes FATHOM’s end-to-end Customer Information System (CIS), including utility billing and revenue management services, along with FATHOM Meter Data Management (MDM) software and the ability to support an Advanced Metering Infrastructure (AMI). With this technology, utility managers now have access to 720 readings per meter per month, enabling an hour-by-hour dissection of water usage across the town and enabling city managers to easily identify and fix problems as they arise.

“Now that we’re on a single platform, we no longer have to spend resources on managing and integrating data from different software and hardware. We’re implementing a streamlined process for resolving important issues like customer billing inquiries and detecting water leakage, and we expect our response time to significantly improve as a result of this switch,” said Heidi Lamay, Hillsborough’s finance director. “FATHOM enables us save both time and money, which we can use to better serve our customers. Our investment has paid tangible dividends from day one and we anticipate that trajectory to continue over the time of our partnership.”

The project is scheduled for completion in the fall of this year, and will cover 6,279 meters.

Based in Phoenix, AZ and Austin, TX, FATHOM is a software-as-a-service company helping water utilities do more with declining resources. With rapidly deployable, risk-free, cloud-based solutions that address all aspects of the meter-to-cash verticals for water utilities, FATHOM increases revenue, decreases costs and delights customers. FATHOM was built by a water utility, for water utilities and delivers a risk-free solution to more than 160 organizations around the world. There is strength in numbers. For more information, visit

Source: FATHOM