Our utility customer engagement tools connect customer self-service, targeted communication, and real-time account information within one cloud-based platform. Rather than requiring a separate mobile app download, the responsive portal works through a browser on smartphones, tablets, laptops, and desktop computers.
The Muni-Link Customer Portal with the My360™ integration through Neptune Technology Group gives customers one secure sign-on for common account tasks. Depending on the utility’s configuration and connected systems, customers can:
Muni-Link also connects portal activity with real-time utility billing information. That connection reduces the delay and duplicate data entry that can occur when billing, customer service, and communication systems operate separately.
For utility employees, Account Central presents balances, usage history, service orders, notifications, and other account details on one screen. These capabilities are part of our broader utility billing software platform, which brings billing, payments, service operations, and customer communication together.
Our customer notifications give utility teams one dashboard for creating, sending, scheduling, and tracking messages. Staff can communicate through SMS, email, or automated phone calls without moving customer information between unrelated systems.
Utility teams can filter recipients using account information or geographic criteria. GIS data can also support targeted outreach to specific blocks, addresses, or ZIP codes. This approach is more useful than sending every message to the entire customer base, particularly during localized service interruptions.
Common notification uses include:
Templates and dynamic fields personalize messages with relevant customer information. Staff can send urgent communication immediately or schedule routine notices around established workflows. The dashboard records notification history and delivery results for later review.
Because Muni-Link customer notifications connect with billing data, teams can automate delinquent notices and use current account information when defining recipients. This structure supports clear, consistent communication while reducing repetitive manual work.
Mobile communication tools reduce avoidable calls by giving customers direct access to information they would otherwise request from utility staff. Customers can check a balance, review a bill, make a payment, or examine consumption data without waiting for office hours.
My360™ provides detailed water-use information through easy-to-read graphs. Customers can review daily, weekly, monthly, yearly, or hourly data when supported by their meter system. A customer who sees an unexpected increase can investigate the timing before calling the utility about a high bill.
Usage threshold alerts can notify customers when consumption exceeds a selected amount. Out-of-town alerts can be set as low as 1 to 5 gallons, making them useful for travel and seasonal properties. These functions give customers earlier visibility into possible leaks or unusual use.
Muni-Link also gives customer service staff live account information when a call is necessary. Account Central and Phone Logs place balances, service history, notes, and interaction records within a connected workflow. Staff can address questions without searching across several applications, while each saved interaction becomes part of the account history and audit trail.
A responsive portal paired with multichannel notifications usually gives municipal utility customers broader reach than an app-only strategy. Muni-Link uses this combination so customers can access services without installing software while still receiving time-sensitive messages through familiar channels.
|
Communication Method |
Best Use |
Customer Requirement |
Main Limitation |
|---|---|---|---|
|
Native mobile app |
Frequent interaction and device-specific features |
Download and regular updates |
Some customers will not install it |
|
Responsive customer portal |
Bills, payments, usage details, and account management |
Web browser and internet connection |
Customers must visit the portal |
|
SMS, email, and phone notifications |
Urgent alerts, reminders, and proactive outreach |
Valid contact details and preferences |
Message length and delivery conditions vary |
Customers evaluating municipal communication tools should confirm three details before selecting a platform. First, test the portal on a phone rather than relying on a desktop demonstration. Second, ask whether billing and notification data update in real time. Third, verify that staff can segment recipients by account and geographic criteria.
Our approach combines a responsive portal with SMS, email, and phone delivery. Customers can choose how they access information, while utility teams manage communication from a central system.
Municipalities gain more consistent outreach, stronger customer self-service, and fewer disconnected workflows from integrated communication tools. The most significant value comes from linking messages and portal activity to current billing and usage information.
Customers receive practical ways to manage their accounts. They can pay bills online, monitor consumption, manage multiple accounts, and review possible usage issues from their preferred device. Clear access to this information can reduce high-bill questions and routine account calls.
Utility teams gain operational advantages as well. Muni-Link centralizes customer records, notifications, service orders, and payment status so office and field personnel work from current information. Mobile service orders let technicians receive assignments and update records from a phone or tablet, with notes and photos syncing to the associated customer account.
When reviewing a communication platform, utility teams should request a demonstration using representative workflows. Test a targeted outage notice, a delinquency message, a high-usage inquiry, and a multiple-account login. These scenarios reveal whether the software supports daily work or merely offers a collection of disconnected features.
We built Muni-Link alongside four utility partners to address the workflows water and wastewater teams manage every day. Today, our true-cloud platform supports more than 700 utility accounts across North America and serves water, sewer, stormwater, and refuse authorities.
Our platform is hosted on AWS and connects billing, payments, customer accounts, notifications, and mobile service work. Utility customers can also integrate GIS, accounting, asset management, and AMR or AMI systems to reduce duplicate entry and manual synchronization.
Support remains part of the subscription throughout the relationship. Our U.S.-based team assists by phone, chat, and email, and unlimited users and user support are included. We also release software updates every four to five weeks, using customer feedback to guide continued development.
These details matter because customer engagement depends on more than sending messages. Utility teams need current data, accessible self-service, practical workflows, and knowledgeable support behind each interaction.
Start by identifying the customer interactions that create the most calls or manual follow-up, such as high-usage questions, payment reminders, or outage updates. We can use those real scenarios to show how Muni-Link connects the portal, notifications, and billing data. When your team is ready, explore a personalized Muni-Link demo built around those workflows rather than a generic feature tour.
Q: Do customers need to download an app to use the portal?
A: No. The responsive customer portal works through a web browser on smartphones, tablets, laptops, and desktop computers. Customers can access available billing, payment, usage, and account-management features without downloading a native app.
Q: Can we notify only customers in an affected neighborhood?
A: Yes. Muni-Link lets utility customers segment recipients with flexible account filters and imported GIS data. Messages can target specific blocks, addresses, ZIP codes, or other defined groups instead of going to the entire customer base.
Q: Can customers receive high-water-usage alerts while traveling?
A: Yes. My360™ supports usage threshold and out-of-town alerts. Customers can monitor unexpected consumption while away and set out-of-town thresholds as low as 1 to 5 gallons for possible leak detection.
Q: What communication channels can our utility use?
A: Utility teams can send Muni-Link notifications through SMS, email, or automated phone calls. Teams can deliver urgent messages immediately, schedule future communication, use dynamic fields, and review notification history from one dashboard.
Q: Will customers with several properties need separate logins?
A: Customers can manage multiple accounts through one login and add recognizable names such as “Home,” “Business,” or “Lake House.” This simplifies account access for landlords, business owners, and customers with seasonal properties.
Q: Is support included for the communication tools?
A: Unlimited support is included in every Muni-Link subscription. Utility employees can reach our U.S.-based specialists by phone, chat, or email for assistance with the software and its connected workflows.
