When improving customer service, most utilities concentrate on customer interactions with the call center and lobby teams. This past year Metro Water has implemented two initiatives that focused on customer relations with the Field personnel. The Customer Care Division at Metro Water Services recognized that the process of new residential water meter installations was causing issues with plumbers, customer care staff, and new customers. We partnered with our Development Services team and implemented a process change which benefited all parties. We will discuss the previous process, the issues that were occurring, and how we changed and improved the process with a positive return. We also recognized that there was an opportunity to improve our customer interactions with customers who were needing assistance from our Field Activities team. We are now able to notify our customers of when our arrival times and work performed at their location through text messaging. We will talk about how we implemented the process and the success to date.