Before Muni-Link, Windsor Borough operated with a labor intensive, 20-year-old billing system. Meter readings were recorded manually, entered manually, and verified manually. Reporting was documented in spreadsheets, and bills and usage histories were not easily accessible. For a small two-person team, the workload was overwhelming. With only one person managing the billing process, it accounted for up to 70% of their work week, but as a small utility, affordable billing software options seemed limited.
“Because we are small, we were stuck with this old system and that made my job horrible. We just couldn’t afford any of the solutions out there.” Donna Martin, Secretary/Treasurer
After evaluating multiple vendors, Windsor Borough chose Muni-Link for its functionality, usability, and accessibility for smaller teams. The transition needed to be smooth with minimal time available to convert data from 500 active accounts into the software.
The onboarding process was smooth and focused with targeted training sessions designed to prepare them for launch, and the improvements were immediate with increased productivity and peace of mind. The built-in customer information system —account central—brought their billing history and usage data into one dashboard for a quick, clear view of customer accounts. Handwritten forms and spreadsheets were replaced with mobile meter entry and digital reports. Duplicate bill printing was also eliminated with fewer opportunities for human error. With Muni-Link’s billing software, they reduced billing time by 50%.
