Municipal utility providers’ billing software can make or break customer trust, depending on how smooth the payment process is. Software that requires manual labor drains staff time and can also lead to duplicate entries and billing errors that affect revenue.
Today, customers expect modern services that cater to their needs, enabling them to monitor their usage, pay bills online and access their accounts 24/7. Utility billing software streamlines these processes and accommodates these high standards. When evaluating vendors, consider your unique operations and the features that would streamline operations for everyone.
Considerations When Selecting a Utility Billing Software
Your organization’s needs vary based on its size, operational complexity, service model and preferred deployment approach — and you can use those factors to determine which vendor to work with.
Size and Complexity of Operations
The best utility billing software caters to your organization’s size and operations. As a rule of thumb, consider the following.
Fewer than 50 customers: Smaller providers benefit from simple utility billing platforms with basic account management, meter management and billing features.
Between 50 and 250 customers: Growing utility companies need scalable solutions that enable them to serve multiple locations.
Over 250 customers: Established providers should look for comprehensive systems with advanced billing features, integrations and extensive reporting capabilities.
Service Types
Water and sewer utility providers need different billing features than other utility services. For instance, effective water billing software has features like these.
Tracking consumption:Water utility billing software for municipalities should enable usage-based billing, rate adjustments and collections management.
Managing customer accounts and communication: Customers must be able to monitor their usage and easily communicate inquiries or concerns.
Offering field services: Water and sewer utility services may offer backflow inspections, leak detection and on-site meter readings.
Deployment Options
Deployment options affect the platform’s accessibility, maintenance and long-term costs. You may rely on legacy systems that do not get regular updates and lack advanced features and integrations.
Weigh the potential pros and cons of these choices when selecting new municipal utility billing software.
Cloud-based solutions: Cloud-based systems provide remote accessibility, automatic updates and minimal infrastructure requirements, which reduces maintenance costs and increases flexibility. Because cloud software typically uses a subscription model, it also offers predictable monthly fees that simplify budgeting.
On-premises systems: On-premises systems offer more granular data control. However, they require significant up-front investment and ongoing IT resources for maintenance. You must also fully secure and back up your data.
Essential Utility Billing Software Features
In addition to your unique needs, you must evaluate utility billing software based on specific features.
Automated Billing and Payment Processing
Automated billing and payment processing reduces staff labor and empowers customers to manage their accounts. It also enhances customer satisfaction by removing the potential for human error and streamlining the payment process. These features remain essential, regardless of your service type.
Multiple payment methods: Choose software that lets you accept credit and debit card payments, ACH and electronic checks.
Scheduled payment options: Scheduled payments ensure consistent cash flow and reduce the risk of delinquency. The set-it-and-forget-it system can also increase customer satisfaction by reducing their cognitive load.
Automated payment reminders and late notices: Automated reminders help customers remember their dues and avoid late fees. Late notices also help you collect delayed payments more effectively instead of risking a loss.
Adjustable rate structures: Your service might offer tiered pricing or time-of-use rates. You need adjustable rate structures to accommodate your specific pricing.
Customer Information Management and Self-Service Portal
You can use customer data strategically to make informed decisions about service delivery, operational improvements and customer engagement. Look for a customer information system that makes relevant information — such as account details, meter and usage data, payment history and service orders — available in a central location.
A self-service portal lets customers monitor their utility usage, view their bills and make payments 24/7. The ability to see their household’s seasonal patterns may even encourage some people to reduce their consumption and manage costs.
Robust CIS billing software typically has these features.
Online and paperless billing options: Online payment options simplify the payment process while accelerating cash flow. Paperless billing reduces operational costs and appeals to ecologically conscious customers.
Mobile access: Letting people access your services on their preferred devices increases convenience. Since 91% of adult Americans own a smartphone and 16% are smartphone-only internet users, mobile access is a must-have.
Comprehensive Reporting and Analytics
Comprehensive reporting and analytics enable you to make more accurate projections. Look for platforms with these features.
Access customizable reports: Reports should let you review revenue, consumption and collections data. You should be able to track water or other utility usage. This information helps you spot trends and anomalies, and flag spikes that may indicate leaks or meter malfunctions.
Track service orders and work completion rates: Tracking orders and response times helps you assess efficiency and identify bottlenecks. Without this information, it’s hard to determine whether you’re meeting your service quality standards.
Produce compliant reports: Reports serve as audit trails and help you comply with regulatory requirements. The software must meet your specific jurisdictional requirements.
Track delinquencies: Tracking delinquencies enables you to understand how much cash flow is at risk. It also lets you move accounts through a defined collections process.
Security Features
Attackers target billing systems to steal customer data and sensitive information, including credit card and Social Security numbers. Municipalities must be cautious, as incidents affect customer trust and financial stability. Consider choosing modern billing systems that incorporate security features like these.
Role-based access: Your staff should only access information they need for their jobs. For instance, a customer service representative does not need the capability to change the billing rate.
Advanced encryption: Encryption scrambles data to make it unreadable without a key. It’s essential for billing systems that handle sensitive customer information.
Multifactor authentication: MFA requires more than a password to log in. Your staff and customers will need a phone, code, fingerprint or another means to access their account.
Additionally, choose vendors that actively maintain their platforms through regular security updates. These updates decrease the chances of vulnerabilities that attackers exploit.
Configurability and Integrations
Configurability ensures that the software can meet your operational requirements. Integrations ensure that other software you use functions smoothly alongside the billing platform. Consider whether the utility billing software works with your:
Meter reading software
Advanced metering infrastructure
Accounting software
Customer relationship management system
Geographic information system
A utility billing system for small municipalities may not have a robust set of integrations compared to one that can handle a larger customer base.
How to Evaluate Utility Billing Software Providers
To evaluate utility billing software providers, consider what makes each stand out. Providers might have similar features, but they still differ based on variables like these.
Total cost of ownership: Look beyond the initial price tag. Consider subscription and licensing fees, implementation costs, training expenses and potential savings from automation.
Implementation process: Request information on the implementation time frame and data migration process. Determine whether training resources and live support are available.
Get the Most Effective Water Utility Billing Software From Muni-Link
Muni-Link exclusively works with municipal services, modernizing utility billing through our innovative technology. When you partner with us, we will develop a custom software solution that streamlines your billing processes while catering to your organization’s needs, providing individualized, attentive support throughout your transition.
We provide cloud-based software that automates your billing, improves customer experience, increases operational efficiency and optimizes data security. These comprehensive features come with a predictable subscription fee. Explore our platform or request a demo today to see how we can modernize your processes.
