The City of Bellevue, Iowa provides water, sewer, electric, cable and internet to their subscribers. Teri Michels has worked for the city for the past 8 years and has worked closely with eLation since 2015. Michels discusses the path to automation and what life looks like post-conversion. Bellevue has eliminated handwritten tickets and faxing orders and have utilized automation so they can focus their efforts on other areas of their business
Multiple Systems to One
Prior to eLation, staff at Bellevue were entering information in multiple systems. “It was a lot of duplicate work from one system to another. There were so many different screens. You had to go to one system to do the services order, one system for billing purposes, then put information into another system so it could provision over. Then eLation came along, and it was all in one system.” eLation is simple to navigate and allows for internal flexibility. Bellevue was able to have one of their staff members run billing and check in on the business while on maternity leave. One central database has allowed staff to work closely, even when employees need to work remotely.
Automation Saves 250 Hours Per Year
Bellevue staff used to handwrite orders and fax information to technicians. They didn’t have visibility or accuracy and couldn’t reference what occurred from office to field and back. “We couldn’t to go back to see what the techs did on the call. When they did readings on meters, they wrote them down on a paper slip and we had to fax them. Now orders are all automated. If we need to get a customer a setup for cable or internet, eLation provisions the data.” Automation has been helpful from a Billing standpoint as well. Bellevue saves 5-6 hours a week (250 hours/year) with automated billing. “Prior to eLation, Billing took a whole day for us to just print/stuff the envelopes.” Now that the process is automated, what used to take hours now takes minutes and is handled with minimum to no effort from employees.
Bellevue utilizes the notes section to store all details about a customer. This helps staff easily identify if an issue is coming from a rental property vs. a single-family home. It also allows employees to see if there have been other reports in the area or if this is an isolated issue. eLation “made a huge impact on how fast orders have gone through or getting a customer set up. It’s so much easier with eLation. We can send notes back and forth internally.” Michels explains that this level of customer detail and technician comments were lost when everything was manual. eLation keeps all notes tied to the customer so that internal staff have visibility into the issue and resolution for their customers, improving service and minimizing back and forth.
“They are just an email/call away or the technical support online is available also. Innovative has been great to work with.”Teri Michels- Secretary– City of Bellevue
Optimal Customer Experience
Teri and the Bellevue staff work closely together to ensure that their customers receive the best support. Internally, they capitalize on eLation’s ability to track and store all customer data, tickets and resolutions so that staff has the most complete picture possible. Teri explains that utilizing eLation has made trouble tickets easier and a smoother process for customers as well as internal staff.