HomeMy WebLinkAbout08.c EDB Customer Service Training Manual and Billing SOP Update 2026 •
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Prepared and Presented By:
Diana Strickland
Customer Service and Billing Manager
Clay County Utility Authority
July 7, 2026
• Customer Service
Training Manual —
Complete
• Billing SOP Project — 74%
Complete
Project
0
• Updated Spry software
procedures incorporated
' • • Supports onboarding,
• consistency, and
knowledge retention
Customr TraIning
Manual Completed
COMPREHENSIVE • STANDARDIZED • UPDATED SPRY • REFERENCE GUIDE
ONBOARDING CUSTOMER SERVICE PROCESSING FOR DAILY
RESOURCE PROCEDURES INSTRUCTIONS OPERATIONS
0
Account Set Up & Management
Service Orders
Customer
Payments Service
Training
Manua'
'..y^" Service Termination Content
rdiCustomer Service Tools and Spry
Navigation
ir C ustomer Com munications and
CCUA Policies
0
Scribe Platform :
Wh . t .. : Oes it o
• Interactive step-by-step process guides
- • Visual workflow documentation
• Consistent training presentment
• Consistent process execution
• Consistent employee guidance
0
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—��•�• '! h C.! Name Change Account Transfer Create a New Service Order(Miscellaneous) Create a New Service Order for a Reported
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Scribe ...,,..:„. . . . .. "2
Customer Account Set up by Fax or In- Accept or Assign Web Form Submission via Manage Profile Options in SpryEngage
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Billing SOP Project Status
• Current Completion : 79 %
• Remaining : 21 %
• Expected Completion : September
2026
0
• Leak, Pool and Sod • Processing Building
Credit Adjustment Water Applications
IL, Processing for Meter Install
• After Hours Service
i-Z1 Response ® • Cash Receipt Post
Processing Processing
• Returned
Payments
Examples of Billing SOPS
58 of 73 Billing Subprocesses have been
completed :„... ... . ..„ , ..... ,_
. .,„4.4,,.. e.,4.4 .,... -,!:,.-:-.- -
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pt
Z.ii 'Fib i• ..4...5,•!1• L __ _ _ .." ..'Qyst- ,;.-. , _ •,,.1' tax-_gy . 'Fib P ..47%.ta:Ij•
• Improved customer service consistency
• Reduced reliance on institutional knowledge
• Improved training effectiveness
• Enhanced operational efficiency
Benefits !'---rothe
Auth rcrrity
Next St
te
• Complete • Continue staff • Establish process
remaining SOPs by training review for updates
September
0
Questions or : omments?