Echo Managed Services
Echo Managed Services is a UK-based specialist provider of customer service and Salesforce-native water billing software (Aptumo), serving enterprise water utilities across the UK, Northern Ireland, and Australia with managed services and AI-enabled billing solutions.
- Company typePrivate
- Founded2001
- HeadquartersWalsall, United Kingdom
- Headcount501–1,000
- GTM typeB2B
- OfferingSoftware
What Echo Managed Services does
Echo Managed Services (rebranded to 'Echo' in September 2025) is a UK-headquartered specialist provider of customer service and billing solutions exclusively for water utilities. It operates as a wholly-owned subsidiary of South Staffordshire Plc, an integrated services group that owns regulated water companies (South Staffs Water, Cambridge Water), giving Echo operational insight that pure-play software vendors cannot replicate. The company serves enterprise water and sewerage operators in the United Kingdom, Northern Ireland, Australia, and other international markets.
Its core product is Aptumo, the only Salesforce-native water billing and customer information solution, built natively on the Salesforce platform rather than integrated into it. Aptumo delivers real-time billing, meter-to-cash processing, a 360-degree customer view, configurable debt journeys with vulnerability support, omnichannel engagement (voice, email, chat, SMS, social, self-service), and Salesforce Einstein-powered AI features such as next-best-action recommendations and predictive risk identification. The platform is a Registered Salesforce ISV Partner and holds ISO 9001, 14001, 45001, 27001, Cyber Essentials, and ServiceMark accreditations.
Echo monetises through subscription licensing of Aptumo, multi-year enterprise contracts (a recent 10-year deal with Northern Ireland Water), managed customer services delivered via a 24/7 centre of excellence in Noida, India, and consultancy/wrap-around services covering implementation, data migration, and Salesforce administration. Go-to-market is direct enterprise sales targeted at water utility executives and IT/operations leaders, supplemented by channel partnerships such as Pelican Business Services. The company reports 40% UK water-utility market penetration and a 100% customer retention rate, with operations spanning Walsall (HQ), Belfast, Noida, and Melbourne.
Echo Managed Services firmographics
Firmographics- Name
- Echo Managed Services
- Legal name
- Echo Managed Services
- Website
- https://echo-ms.com
- Company type
- Private
- Founded year
- 2001
- Operating status
- Operating
- Headcount range
- 501–1,000 employees
- Short description
- Echo Managed Services is a UK-based specialist provider of customer service and Salesforce-native water billing software (Aptumo), serving enterprise water utilities across the UK, Northern Ireland, and Australia with managed services and AI-enabled billing solutions.
- Ownership category
- akta.pro rank
Echo Managed Services industry classification
Industry- Product category
- Water Utility Billing Software
- NAICS
- Water, Sewage and Other Systems (2213)
- SIC
- Services-Computer Programming, Data Processing, Etc. (7370), Services-Prepackaged Software (7372)
- akta.pro primary industry
- Third-Party Water Retailing & Managed Billing Services (outsourced billing, white-label retail operations) (EUANAIAL)
- akta.pro secondary industries
- Customer Care & Contact Center Operations (CRM, omnichannel service, case management) (EUANAIAG), Digital Process Automation (DPA) & Orchestration Suites (HDAEAHAF)
Keywords
Where Echo Managed Services is headquartered
LocationHeadquarters
- HQ city
- Walsall
- HQ country
- United Kingdom
- HQ region
- Europe
Offices4 records
Markets served
Echo Managed Services business model
Business model- GTM type
- B2B
- Offering type
- Software
- Cost components
- Personnel, Technology or R&D, Operations, Marketing or Sales, Infrastructure
Revenue model
- Billing Software Licensing (Aptumo): Echo generates revenue through licensing its Salesforce-native Aptumo billing software to water utilities. The software is provided as a configurable solution with extensive pre-configured water-sector functionality, reducing customization needs and total cost of ownership.
- Managed Customer Services: Echo provides outsourced customer management services delivered through its 24/7 centre of excellence in India. Services include non-voice back-office operations tailored for water utilities, helping improve efficiency and customer experience at scale.
- Professional Services: Consultancy and wrap-around services covering Salesforce development and administration, data migration, and implementation support to ensure smooth digital transformation for water utility clients.
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Subscription | Multi-year contract | Enterprise water utility licensing |
Go-to-market motion2 records
Distribution channels3 records
Marketing channels7 records
Echo Managed Services product offering
Product offeringCore offering
Echo Managed Services provides customer experience and billing solutions exclusively for water utilities. Its core product, Aptumo, is a Salesforce-native water billing and customer information system covering meter-to-cash processing, debt recovery, and customer management. This software platform is supplemented by 24/7 managed customer services delivered from an India-based centre of excellence and by consultancy services covering Salesforce development, data migration, and implementation support.
Product overview
Echo Managed Services operates as a specialist provider of customer service and billing solutions exclusively for water utilities, combining managed services with proprietary software. The core product is Aptumo, a Salesforce-native water billing platform, supported by customer management services delivered through a 24/7 India-based centre of excellence, and consultancy services covering Salesforce development, data migration, and implementation support.
Differentiator
Problem solved
Functional benefit
Brands
- Aptumo: Salesforce-native water billing and customer information solution built exclusively for water utilities
Products and services
- Aptumo Aptumo is a Salesforce-native, cloud-based water billing and customer information system designed exclusively for water utilities, delivering real-time account visibility, configurable workflows, AI-driven insights, debt-management journeys, and omnichannel customer engagement for both household and business customers.
- Customer Management Services Outsourced, purpose-built non-voice back-office customer management services delivered through Echo's 24/7 centre of excellence in India, supporting water utilities with billing operations, collections, and customer service at scale.
- Consultancy and Wrap-Around Services Professional services covering Salesforce development and administration, data migration, and end-to-end implementation support to ensure the smooth digital transformation of water utilities adopting Aptumo.
Quantifiable outcome
- 40% of UK water utilities trust Aptumo platforms
- +7 more outcomes
Companies that use Echo Managed Services
Customer profileNamed customers14 records
Segments4 records
Ideal customer profiles3 records
Echo Managed Services technology and API
TechnologyTechnology focussed Yes
API detail
- Has API
- No
- API docs
- API detail
Core technology
AI maturity
App detail
Integration1 record
AI capability4 records
Feature8 records
Echo Managed Services partnerships and signals
Strategic signalPartnerships
Four partnerships are on record, tiered major, core and minor.
- Pelican Business ServicesmajorPelican Business Services, which manages all of Bristol Water's and Wessex Water's metering, billing, collections and customer enquiry operations, chose Echo's Aptumo as their billing platform. The agreement marks a major milestone in transforming billing operations across the sector, supporting 4.1 million customers across 2.5 million supply connection points.
- Northern Ireland WatercoreEcho has a 17+ year partnership with Northern Ireland Water, recently winning a 10-year contract (7 years initial + 3 year extension option) to deliver contact management, billing, and collection management services. Echo is implementing its Aptumo CRM and billing solution for NIW, providing sector-leading security and resilience with rich customer engagement capabilities.
- South Staffordshire PlccoreEcho is part of South Staffordshire Plc, an integrated services group that operates regulated water companies and complementary non-regulated businesses serving water and adjacent sectors. South Staffordshire Plc is the parent organization providing strategic direction and shared services.
- Integrated Water Services Water HygieneminorEcho India provided business process outsourcing services to IWS WH, handling CAD drawings for Legionella risk assessments. The partnership achieved 50% cost saving and 48-hour turnaround, with the team growing from 2 to 6 people.
Scale indicators7 records
Recent moves7 records
Expansion highlights5 records
Echo Managed Services competitors and assessment
Company assessmentDirect peers
- Hansen Technologies: Australian-headquartered vendor of billing and customer information systems (CIS) for utilities including water, electricity and gas. Hansen is Echo's closest pure-play competitor globally, particularly in Australia where both vendors are active.
- CGI: Global IT services and systems integrator with a large utilities practice delivering billing, CRM and customer operations services to water and energy utilities. CGI competes with Echo for both the systems integration and managed services work.
- Northgate Public Services (NEC Software Solutions): UK public sector software specialist that has historically provided billing and customer service solutions to UK water utilities. Directly comparable to Echo in target market, geography and product category.
- Vertex (Vertex Inc): Provider of tax, billing and customer engagement solutions with utility clients. Overlaps with Echo in delivering enterprise billing and customer information systems to regulated industries.
- Civica: UK software and services provider focused on the public sector, including regulatory billing and customer engagement solutions. Comparable to Echo in UK regulated-customer focus and delivery model.
Broad incumbents
- Oracle Utilities: Oracle's utilities division delivers customer care and billing, meter data management and analytics suites to large water and energy utilities globally. A broad incumbent that competes with Echo at the upper end of the water utility market.
- SAP Utilities: SAP's industry solution for utilities including customer management and billing. A broad enterprise incumbent whose cloud S/4HANA utilities solutions are evaluated by many large water companies alongside niche vendors like Echo.
- Capita: Large UK outsourcer with a utilities customer management practice that competes with Echo for outsourced customer service and billing operations contracts across the UK water sector.
- WNS Global Services: Large global BPO and analytics firm serving utilities and other regulated industries. Echo's recently appointed Managing Director joined from WNS, and the two firms compete for outsourced water utility customer management work.
- Itron: Global utility technology provider focused on metering, data management and analytics for water and energy utilities. Adjacent competitor in the broader water utility technology stack where Itron captures smart metering data feeding into platforms like Aptumo.
Market position
Strengths5 records
Weaknesses5 records
Competitive moat6 records
Key risks6 records
Key highlights7 records
Customer concentration
Echo Managed Services social profiles
Digital presenceEcho Managed Services compliance and trust
Trust signalCompliance6 records
Echo Managed Services financial estimates
Financial estimateRevenue estimate
Valuation estimate
Echo Managed Services leadership team
Management profileNumber of profiles
Profiles12 records
Echo Managed Services subsidiaries and ownership
Company hierarchySubsidiaries1 record
Echo Managed Services funding detail
Funding detailFunding overview
Funding rounds
Investors
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
Echo Managed Services M&A and investment
M&A and investmentM&A
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about Echo Managed Services
What does Echo Managed Services do?
Echo Managed Services provides customer experience and billing solutions exclusively for water utilities. Its core product, Aptumo, is a Salesforce-native water billing and customer information system covering meter-to-cash processing, debt recovery, and customer management. This software platform is supplemented by 24/7 managed customer services delivered from an India-based centre of excellence and by consultancy services covering Salesforce development, data migration, and implementation support.
Is Echo Managed Services a public or private company?
Echo Managed Services is a private company. It is classified as corporate owned and is currently operating.
When was Echo Managed Services founded?
Echo Managed Services was founded in 2001. It employs 501 to 1,000 people.
Where is Echo Managed Services based?
Echo Managed Services is headquartered in Walsall, United Kingdom, in the Europe region.
How does Echo Managed Services make money?
Three revenue lines are on record. Billing Software Licensing (Aptumo) is the primary driver. The others are managed Customer Services and professional Services.
Who are Echo Managed Services's main competitors?
Direct peers on record are Hansen Technologies, CGI, Northgate Public Services (NEC Software Solutions), Vertex (Vertex Inc) and Civica. Broad incumbents are Oracle Utilities, SAP Utilities, Capita, WNS Global Services and Itron.
Does Echo Managed Services have an API?
No public API is recorded for Echo Managed Services.
What industry is Echo Managed Services in?
Echo Managed Services's product category is Water Utility Billing Software. Its primary akta.pro industry code is EUANAIAL, Third-Party Water Retailing & Managed Billing Services (outsourced billing, white-label retail operations), with a secondary code of EUANAIAG, Customer Care & Contact Center Operations (CRM, omnichannel service, case management). Its NAICS code is 2213 and its SIC code is 7370.