Bob Wilhite - Service Director
Our previous software provider’s support and service were
big problems for us. It might be the next day before they called
back and if that person couldn’t help you, your support call
went to the bottom of the list. The maintenance support fee (for
which we feel we received little in return) was grossly over-priced.
 Other factors were software-related: the product that had not been updated in years (except for changes required by Y2K); the vendor was not willing to respond to customer requests for product enhancements; we were limited to 16 months of history. Also, their work order system was poor; it would not even pull over the customer information. Everything had to be re-keyed into the work order.
SSI’s Software and Staff Impressed Us
We searched for three years to find new software, so I really can’t recall how we first got SSI’s name. I think our General Manager passed some information he received on to me and I contacted SSI for a demo. We actually demoed the previous product, but it was not what we were looking for. Later, a salesman called back to say they had a new Windows version, which he would like to show us.
SSI’s product was very user-friendly and intuitive; that is, it was easy to find what you wanted without going through several screens of menus (like our previous software). We liked how all the customer information was available from one screen, that comments could be kept on each customer, that SSI seemed willing to make the product work to our wishes, and that their staff was friendly, professional, and confident about the product. We felt we would get the kind of support we wanted (which has certainly been true).
SSI Is a Good Choice for Georgetown
SSI’s staff was patient and supportive during the training and conversion process. Support calls are answered and resolved much more quickly than they were by our former vendor.
Utility Billing takes much less time. We have been able to eliminate overtime for this function. One time saver is the Trial Billing Run. It lets us check ahead to find any problems. Now the actual run is close to error-free. We like being able to include a message to the customer on the front of the bill, which saves additional printing costs. The Utility Billing system keeps more history, and it tracks cut-offs and late payments better. Adjustments are easier to make, track and summarize. The Automated Clearing House (ACH) process has completely automated a process that we previously had to do manually. Central Cash and Utility Billing integrate much more smoothly than in our old system. Requests for service are tracked through the Work Order system. The comments section and the work order history help us respond quickly to customer questions. Instead of searching through hand-written work orders, we can pull up customer accounts and view service requests while we’re on the phone with our customers.
We are pleased that forms, checks and W-2’s can be printed from a laser desktop printer instead of a tractor-feed printer, which is located on a different floor. Payroll keeps more data than our previous system, and allows us to set an upper limit on leave hours accrued. The W-2 process went much smoother that it has in years, and this was our first W-2 run on the new software.
Unlike other software providers, SSI has not forgotten who their customer is. SSI has been very flexible and willing to make the software work for us.
We are very satisfied with SSI’s products, training, and support.
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