Utility Professionals FAQs

1. Is SMART360 easy to use for billing and customer service teams?

Yes, SMART360 is designed with user-friendliness in mind, particularly for billing and customer service teams. The platform integrates customer service and billing functions, allowing for efficient service delivery that enhances customer trust. It supports managing complex utility rates and configure plans and offers multiple digital payment options, streamlining the billing process to reduce errors , improve transparency and improving customer interactions.

2. Can I access SMART360 from a mobile device or tablet in the field?

Absolutely. SMART360 has a mobile specific app for field service, enabling access from any device with internet connectivity and in offline mode, including mobile devices and tablets. This flexibility allows field staff to manage tasks on-the-go, enhancing operational efficiency and responsiveness. Bynry

3. How does SMART360 simplify work order management?

SMART360 streamlines work order management by automating and standardizing the entire service order process. From customer incidents to operations and maintenance (O&M) service orders to project-based work orders, the platform utilizes Geographic Information System (GIS) capabilities to optimize workflows. This automation reduces manual errors, enhances coordination, and improves overall service delivery.

4. Can the platform automatically generate regulatory reports?

Yes, SMART360 includes a report management module that facilitates the creation of reports. This module ensures that utilities can maintain compliance with industry standards by providing tools to generate and manage necessary documentation efficiently.

5. How does it handle exception billing or adjustments?

SMART360's billing management system allows for the creation and implementation of complex rating plans, accommodating various billing scenarios, including exceptions and adjustments. This flexibility ensures that utilities can accurately bill customers, even in complex situations, thereby reducing billing errors and enhancing customer satisfaction.

6. Can I see consumer history and activity in one place?

Yes, SMART360 provides a unified view of consumer history and activity. This centralized access allows customer service teams to quickly retrieve and review customer interactions, usage patterns, and billing information, facilitating more informed decision-making and improved customer service.

7. Does SMART360 allow role-based access and user permissions?

Yes, SMART360 supports role-based access control, enabling administrators to assign specific permissions to users based on their roles. This feature enhances security by ensuring that individuals have access only to the information and functionalities necessary for their responsibilities.

8. How does the system handle outages or alerts?

SMART360 includes features for managing outages and alerts. The platform can integrate with existing systems to monitor and respond to service disruptions, ensuring timely communication and resolution.

9. Will I get trained on how to use SMART360?

Yes, Bynry provides comprehensive training to ensure users are proficient in utilizing SMART360. This includes onboarding support, system configuration, and online user training, as detailed in their pricing and services overview.

10. Can I track consumer complaints and service tickets?

SMART360 includes a Customer Information System (CIS) that enables utilities to manage customer records, track service requests, and handle complaints efficiently. This system enhances customer service by providing a centralized platform for managing interactions and resolving issues promptly.

11. How does the system reduce duplicate or manual data entry?

SMART360 features a powerful Data Migration module that ensures a smooth transition from legacy systems by identifying and managing data errors and duplicates. By centralizing utility functions into a single platform and automating key processes, SMART360 eliminates the need for manual or duplicate data entry—reducing errors and significantly improving operational efficiency.

12. What reports can I export from the system?

SMART360 allows users to export a wide range of reports across modules, including service order summaries, meter readings, consumption trends, billing and payment reports, consumer data, and SLA performance. It also provides detailed data migration reports with error and duplication logs, as well as communication delivery reports. These reports help utilities monitor operations, track performance, and ensure data accuracy, and are exportable in formats like Excel, CSV, or PDF.

13. Is there a help center or support portal for day-to-day questions?

Yes, SMART360 provides a comprehensive support portal that includes on-site assistance, online guidance, in-app troubleshooting, and access to a dedicated customer success team. This ensures that users have the resources they need to resolve issues promptly and effectively. Bynry

14. Can I integrate field service updates with billing?

Yes, SMART360 facilitates the integration of field service updates with billing systems. This integration ensures that billing information is accurate and up-to-date, reflecting the most recent field activities and service changes. Bynry

15. How can SMART360 help reduce backlogs in customer service?

SMART360 streamlines customer service operations by automating routine tasks, providing real-time data access, and offering self-service options for customers. These features help reduce the workload on customer service teams, enabling them to address issues more efficiently and reduce backlogs.

16. Does it support remote or hybrid operations for utility staff?

Yes, SMART360 is a cloud-based platform that supports remote and hybrid operations for utility staff. This enables employees to access the system from various locations, enhancing flexibility and ensuring continuity of operations. Field staff can utilize mobile devices to manage tasks, access real-time data, and update work orders, improving efficiency and responsiveness.

17. Can it automatically notify customers via SMS or email?

Yes, SMART360 includes automated communication features that allow utilities to send notifications to customers via SMS, email, or print. These notifications can inform customers about billing updates, service interruptions, or other important information, enhancing customer engagement and satisfaction.

18. Can I monitor meter reads or consumption anomalies in real-time?

Yes, SMART360 offers Meter Data Management capabilities that enable utilities to monitor meter readings and detect consumption anomalies in real-time. This allows for proactive identification of issues, such as leaks or unauthorized usage, facilitating timely interventions and accurate billing. Bynry

19. How are AI insights delivered to frontline teams?

SMART360 leverages AI-powered analytics to provide actionable insights to frontline teams. These insights are delivered through intuitive dashboards and reports, enabling staff to make informed decisions regarding operations, maintenance, and customer service. The AI capabilities help in predictive maintenance, demand forecasting, and optimizing resource allocation. Bynry

20. Does it support multilingual communication options for diverse communities?

Yes, SMART360 supports multilingual communication options, allowing utilities to engage with diverse communities effectively. This feature ensures that customers receive information in their preferred language, improving accessibility and customer satisfaction.

22. How do I ensure I’m staying compliant in my reports?

SMART360 includes a report management module that facilitates the creation of regulatory reports. This module ensures that utilities can maintain compliance with industry standards by providing tools to generate and manage necessary documentation efficiently.

23. Can I schedule billing cycles in advance?

Yes, SMART360 allows you to schedule billing cycles in advance. The system sends timely notifications to alert you when a billing cycle is due, enabling you to review and run it at the appropriate time.

24. Will I be able to generate operational reports on the fly?

Yes, SMART360 offers robust reporting capabilities, allowing users to generate and export various reports, including operational, financial, and customer insights. These reports can be customized and generated on-demand, facilitating informed decision-making and performance monitoring.

25. What if a customer disputes a bill—how does SMART360 help resolve it?

SMART360 includes a Customer Information System (CIS) that enables utilities to manage customer records, track service requests, and handle complaints efficiently. In case of billing disputes, customer service teams can access detailed billing history and usage data to investigate and resolve issues promptly, ensuring customer satisfaction.