Tucked into the hills of Kentucky, Western Rockcastle Water Association has been serving its community for decades.

It’s a place where staff know their customers by name, and customer service often comes before process. But after more than 30 years on the same system, the cracks started to show.

Paperwork order forms were still being used. Their handwritten notes are archived in storage boxes, and hard to retrieve if needed.

Payment plans are tracked manually, with no formal system in place.

And reporting options are limited, so the staff printed heaps of paper reports just to make sure they can reference details later.

It’s time-consuming, inefficient, and not sustainable.

That’s why Western Rockcastle Water Association is moving to VIP Utility Billing, hosted on VIP Cloud. They were ready for a system that’s simple, reliable, and supports the way they work.

Work Orders

Right now, service crews get screenshots of notes from the office. Work orders are manual, and nothing is entered into the system. That makes tracking, reporting, and follow-up a challenge.

With VIP Utility Billing, Western Rockcastle can:

• Enter, assign, and track work orders in the system

• Keep a clear audit trail of activity

• Plan ahead for mobile work orders down the road

• Document customer agreements in a consistent way

• Share accurate, real-time updates with service crews

This means staff can stay flexible and supportive without losing track of what’s been promised.

A Simpler Way to Bill

Billing today is in-house, but reporting is messy. Staff print more reports than they really need just to stay safe, and printer issues cause headaches. And payment plans exist, but aren’t formally tracked.

With VIP Utility Billing and VIP Cloud, they’ll be able to:

• Save and access data digitally (without printing stacks of paper)

• Manage payment plans in the system with clear records

• Keep customer accounts accurate and audit-ready

• Generate bills seamlessly 

Less paper. More control. And reports that actually work for them.

Cloud Hosting

Western Rockcastle also made it clear, they didn't want something complicated. They wanted a system that’s modern but simple. And after a discussion about VIP Cloud, they came away in full support of it.

With VIP Cloud, they’ll get:

• Secure hosting and data protection

• Easy access from anywhere, without the hardware headaches

• A transactional system built for accuracy, not buckets and estimates

It’s a cloud setup that works for small teams, without overwhelming them.

Looking Ahead

Western Rockcastle Water Association is now running a system that supports their entire community. By moving to VIP Utility Billing and VIP Cloud, they’re replacing handwritten notes and manual workarounds with tools that are designed for utilities like theirs.

Because in the end, they didn't want software, they wanted a partner. And that’s exactly what SSI delivers.

Learn about VIP Utility Billing