The Cucamonga Valley Water District in Rancho Cucamonga, Calif., needed to improve on a location-based customer information program for work order management systems. Water crews had no way of knowing if leaks were on mains, service lines, or fire hydrants; sewer crews lost track of cleaning schedules, and the software also lacked costing features and analytic tools.Darron Poulsen, customer service officer, had experience implementing work order management systems and led the search for a better system. “The key is to involve your field employees,” he says. “If you want them to use the application and enter information correctly, they must
