AlexRenew

A rebranded and streamlined customer service portal for the City of Alexandria’s water treatment utility.

After a major rebrand, AlexRenew turns to a fellow Alexandria business (that’s us!) for a customer-focused online presence with hassle-free services.

AlexRenew’s wastewater treatment service used to be bundled as part of a statewide water utility. Emerging as a separate entity, they had a significant branding and communications challenge to best inform and interface with their customers. Thanks to Bean Creative’s strategic and holistic redesign approach – AlexRenew has emerged with strong community outreach and a streamlined, modern service portal.

A seamless, integrated suite of account service tools

Before the redesign, it was a challenge for residential and commercial customers to view their usage or pay bills online. What was once a frustrating pain point is now a responsive, easy-to-use self-service system that saves time and money for AlexRenew and their customers. All this plus the added service of a help desk and support ticketing system.

Boosting national perception as leader and innovator

While they’re a local utility, AlexRenew has spent the past several decades becoming a renowned water treatment expert and passionate sustainability expert at home and in the US. The site’s messaging, imagery and tone were all strategically developed to showcase their progressive conservation and eco-friendly efforts to elevate their reputation.

A key metric for redesign success was the ease of customer self-service, so a responsible design and intuitive access to usage data and billing details were essential.

We created custom functionality for the Construction by Neighborhood section to keep customers informed on work to maintain, clean and update the waste water system.

Of course, no utility website is complete without a user-friendly billing and usage data area for customers. To create an easy-to-use self-service environment, our team seamlessly integrated proprietary customer data from AlexRenew's customer data vendors.