Please see: https://www.hydropoint.com/watercompass/resources/support/
This will help guide inbound calls about WaterCompass devices, or FM200, FM300. Please read this entire document in full before responding to any calls!
We do not have a policy of notifying the water agency before we install the device. Therefore, it may come as a surprise to the water agency that we have equipment inside their meter vault. Customers usually make the decision to purchase WaterCompass at the executive level - it's possible that the site team simply "didn't get the memo." The demeanor of the caller may be friendly & curious - or they may be calling because they want to remove the device.
Both of these devices use a waterproof “toe tag” label that tells readers not to remove the device:
Please tell the customer:
"The device is a non-invasive flow monitor. HydroPoint uses it to provide a water management service that helps the property identify leaks, minimize water waste and potentially prevent property damage. This flow monitor does not affect the normal operation of the water meter, which is why this technology has been permissible and sold to several water agencies. Please do not move, tamper with, or remove the device as it will affect its performance and negatively modify its reporting. The property relies on this device for tracking water usage. You can confirm it's permission on premise with your management team or give us the device serial number found on the top of the unit, below the bar code and i can verify the company it is associated with"
Search the SN in the WT Admin tool. For help use WC Install Base Records Email
Please send the customer any of the following links for more information:
Identifying device type
| Device Type | FM200 |
FM300 |
| Identifiers |
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| Install Photo |  |
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Locations of Devices
It may be installed on a public water meter owned and managed by the local water agency.
- Public meters are typically located inside a vault that extends below ground - but in colder regions the meter may be above ground. They are often located close to the public roadway to make it easier for the agency to read the meter.
It may be installed on a private submeter owned and managed by our customer. These can be located anywhere on the property, but are often found in utility rooms, maintenance hallways, or along the side of a building.
Information to Collect
- Caller information
- Name, contact information, employer, and role/title. Be sure to find or create a contact record and make sure it is included in the case. For example:
- "Craig Lauridsen, Marin Municipal Water Agency, Water Conservation Specialist"
- "Carlito Espana, HydroPoint, Building & Maintenance Engineer"
- Site Address: Property Name, Street Name or address, City, State, Zip code
- For example:
- "Stonestown Galleria Mall in San Francisco"
- 1720 Corporate Circle in Petaluma"
- For example:
- Name, contact information, employer, and role/title. Be sure to find or create a contact record and make sure it is included in the case. For example:
- Disposition Notes
- Were they friendly or upset?
- If they want to remove device? "We understand that you have decided to remove the device. Please do not dispose of it. The customer has paid a lot for this device. You can leave it in the meter vault or with the customer. We’ll notify the customer and reach out to you soon to discuss next steps."
- I need to take this off (but just temporarily). "Thanks for letting us know. We’ll be sending someone out to reinstall and recalibrate the device. Please let us know when it will be okay to re-attach the device so we can schedule the reinstallation visit. There will be an associated site visit/ installation cost."
- Installation Status
- What size is the pipe? what pipe material is?
- Are they experiencing a data issue? Folow this policy WaterCompass Phantom Flow - FM300
- Has the device been removed or moved?
After a call has ended, please finish recording the information. If the customer has decided to move or remove the device, please assign the case to the Customer Success team by <how?> (Currently David Taylor)
FAQ
How does it work? How do you know it doesn’t mess up the meter? The device has a sensor that is attached to the water meter with a hose clamp. The FM200 sensor tracks the rotation of the meter's magnetic signature. If needed here is an independent study that shows the device does not affect the normal operation of the water meter: US Tech Interference Study
Can I get access to the data? "This is typically confidential and need company's approval before sharing it with 3rd parties. What will you use the data for? I will reach out to customer then have someone call you back."