Water Resources Department Implements New Customer Service Software

Greensboro's Water Resources Department launched a new customer service platform Tuesday to improve efficiency and enhance the operations of its 24-hour dispatch service. The City contracted with Daupler, Inc. for supplemental dispatch services through the company's Response Management System (RMS), which will modernize the City's after-hours call handling, incident management, and dispatch workflows. Daupler RMS now processes the department's emergency calls during overnight hours (midnight - 8 am), weekends, and holidays, and provides overflow call support available during high-volume periods. Multilingual operators provide service in English, Spanish, French, and Haitian Creole.

After-hours callers can use a portal link to enter additional details, submit photographs, and track updates throughout the process. Based on the information submitted, Daupler's software classifies incidents by type and severity, identifies duplicate requests, and assigns and prioritizes incidents to the appropriate staff for timely response.

The Water Resources Department's primary mission is to provide the highest level of water, sewer, and stormwater services, to protect public health, and sustain an enjoyable quality of life. It is committed to upholding public trust through exceptional customer service, transparency, and environmental stewardship in Greensboro and neighboring communities. Learn more about the department online at greensboro-nc.gov/water

About Daupler, Inc.
Founded by utility professionals in 2017, Daupler Inc. works with more than 200 utilities across 42 states to automatically notify on-call staff, manage workflows, and coordinate incident response during both regular andemergency operations.

Questions? Contact Patrick Smith at 336-451-1273.