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Pros
My overall experience has been great. The sales team is awesome, the customer support team is wonderful.
It is a easy to use, top-notch billing system for a great price. And the people at Muni-Link are awesome.
This is our 3rd utility billing software and it's by far the best, it is user friendly and the support staff are fantastic to work with. They will customize this software to your personal needs.
What I like best is that it is cloud based, easy to navigate, and the customer service is wonderful.
Cons
Miscellaneous charges can sometimes be a little laborious to record.
The reports module is very confusing to me. When I am looking for numbers in my reports, I need them in spreadsheet format so I can sort them in various ways.
Sometimes difficult to adapt software to specific business practices we use here.
As with all software programs, there are always some small problems in the setup or in the first year while learning the program, but even those problems are quickly resolved.
Showing Most Helpful
Showing 25 of 62 reviews
"Fixed a major headache"
Overall: Muni link has increased our revenues by us seeing the other software wasnt billing our tarriff correctly. We have added thier web presence and awaiting them to go live with thier inventory software.
Pros: We started off having another town doing our billing using a software that is complicated and as basic as you can get. We had issues with the other town and thier software costing us money so we decided to do our own billing. We met with several companies and munilink was the best due to the price, not needing an expensive hardware setup, and the amount of features built into the software. During the transition we was teamed up with representative and she has been present every step. We can not belive how easy the switch was.
Cons: I really cant say I have any cons it does every report needed.
Vendor Response
"Excellent Utility Billing software"
Overall: The implementation team was exceptional. I appreciated the time they took guiding me through the steps (repeatedly, if necessary). Learning this new (to us) software has NOT been the daunting task that I thought it may be. Even when I have had a question or request, the customer support team has been fabulous! The ease of use on a daily basis is refreshing. The reports are just right for our needs and I do like that more features and reports are added regularly.
Pros: The Muni-Link software exceeds our utility billing software expectations. It is very intuitive & simple to use. The billing module walks the user through the steps in blocks with notifications letting each user know if they have completed the steps.
Cons: It would be helpful to have a receipt printing option without (processing) a payment batch for payments at counter. There are those in our small organization who do not use the payment processing portion (as it is not their responsibility) so printing a "quick receipt" with the account basic information would be helpful to hand write the payment accepted.
Vendor Response
"Invoicing, Payments & Adjustments"
Overall: Reports are sometimes inaccurate. Usually can get it straightened out with Muni-Links's Support Team. They are always very helpful and if they don't know the reason they take it to someone else to figure out the problem.
Pros: I do like the stored information it stores on your work. It is easy to find previous posted batches in case you need to look up old or new information. It also nice to have customers information on Account Central where you can find their usage, balances and any notes you have entered about that customer plus a lot more right on one screen.
Cons: When it comes to posting your work most of the time it won't let you post because of a billing cycle being locked & whoever is trying to post has to go back in & unlock it in order for them to continue their work. Also there are too many transactions you can't post because of the time that is on your posting date and you have to manually change the time on your work because there was already something posted earlier. (The time defaults to 8:00 a.m. on any billing cycles so corrected bills always have to be manually changed before it will let you post) There also should be an option to allow adjustments or payments to print bill on the posted bill. For example if a customer pays the same time the bills got printed but payment wasn't posted yet or if an adjustment was made after the bill got posted and the customer comes in & wants a copy of their bill showing this payment or adjustment the system won't show it on the printed bill. It still shows the same amount as it got printed before the payment or adjustment. Receiving a payment on one check for multiple accounts you have to enter the check # each time it won't allow you to just keep scanning the bills with the same check#. Also in order to get receipt to print you have to click 3 or 4 tabs to get it to print.
"Product sells itself"
Overall: I had a very positive experience with Muni-Link beginning from the first time I met with them to review the product. The product sold itself but the entire staff was extremely helpful in walking me through the set up, training and implementation of the program. Whenever I have a question or problem that needs to be resolved, the support staff is amazing! They quickly help me to resolve any issues or answer any questions. I've never regretted purchasing this product. It has significantly simplified the billing portion of my job as it accurately tracks charges and payments so I can ensure that all customer accounts are properly billed and paid.
Pros: I love how user friendly the program is. Our Municipality bills residents for water, sewer and garbage usage. This program quickly and easily calculates charges and tracks payments. I am alerted to any possible billing errors before bills are printed which helps to avoid costly mistakes. Once payments are made, I can quickly print a report which shows me how much to deposit into 3 separate accounts (water, sewer and garbage). For auditing and budgeting purposes, the program provides all necessary information. When a resident calls with questions, I can easily navigate through their account to provide answers. The program has so many wonderful features to simplify the billing portion of my job.
Cons: Sometimes I can't find a report that would be helpful to me. For instance, I would like to print out the names and addresses of all the residents in the Borough. The report that is offered would need to be modified for my purposes but would be time consuming for me to modify it. On the plus side, I could reach out to Customer Service to see if they could easily modify it for me. Customer service stated that they like to know what reports are most beneficial because other companies often have the same need.
Vendor Response
"Streamlines many processes"
Overall: We have streamlined most of our office tasks with MuniLink, and it has proven to be a great time saver. The folks at the support center - I mostly use the chat feature - are very pleasant and responsive and I enjoy all of them very much. Our initial training was less than optimal - I think our trainer was too new and not supervised closely enough. But MuniLink stayed with us for the entire 9 months (that is right - 9 months) until we learned the correct way for most of the processes. They sent an experienced trainer 6 months after we went live for 3 days of onsite training, (at our expense) which helped tremendously.
Pros: I really appreciate that we can see the whole customer account in one view, and make most changes or additions right there on the account page.
Cons: The reports module and the delinquent letter batches. The reports module is very confusing to me. When I am looking for numbers in my reports, I need them in spreadsheet format so I can sort them in various ways. Many reports do not have this option, and most of the reports that do print to csv do not include our company name or logo, the name of the report, or the parameters used, so I have to add that myself. They also do not look as presentable if you are including them in a presentation. The delinquent letter batch did not allow us to put in the proper date parameters for accounts that had been closed prior to a certain date. None of us were able to understand how to get the specific accounts we were looking for, our trainer was unable to show us how to make it work, so we had our delinquent letters put into the "settlement" letter section.
Vendor Response
"LDWC Review 2019"
Overall: We are unique in that we are a cooperative versus a municipality. We have members versus customers. Muni-Link has understood that and worked with us to get the data entered from the old software into the Muni-link software. Some have posed challenges for the staff, but they have been exceptional in following through and getting our old information into the new software. From day one our experience has been a positive one. It was a big change after 10 years, and one we don't regret. Thank you.
Pros: Ease of use. I have been a customer since 2017. From searching customers by account number or name without having to change to a different screen, to entering a new service. All are very easy after the first entries. But my overall favorite feature is the CSV option readily available on almost all reports. This is so helpful when reviewing data. If I could only keep one feature, it would be that one, although I am sure there is so many more features I haven't even used yet. It seems like every time I have a question, I learn about something new.
Cons: Since I have only been a customer since 2017, I haven't discovered much I like least. I think if I could change one thing it would be, as an administrator, to have the ability to unpost payment or adjustment batches to correct mistakes. I understand why that happens, but I think administrators could have authorizations over some issues like that.
Vendor Response
"best i've ever used"
Overall: our billing went from 5 days (yes days!) to 2 hours. it otherwise saves us so much time over our previous billing system. it is the best move we could ever have made. absolutely love it.
Pros: it does everything i need it to and other things, too. it is so easy to use and doesn't take long to master. customer service is top notch. the company will add features that you need, then they will be available to all of their customers. many reports can be downloaded as a .pdf or spreadsheet for further manipulation. i can get the entire monthly billing done in about 2 hours, and that includes verifying all the 3rd party information is correct for each customer and printing. you can post transactions for a past or future date if you need to, unlike our old billing software. you can change the due dates depending on what day of the week it falls on. so much customization.
Cons: the reports are sometimes difficult to figure out, but you can subtitle them so you don't forget what each one does. have had issues with adjustments hitting revenue when it's not supposed to. finally figured out where it's happening.
Vendor Response
"Innovative, easy to learn and use "
Overall: Muni-Link is the best out there! I looked at different options and nothing compared to the ease of use to the customer support provided. I have recommended Muni-Link to many municipalities and will do so in the future :)
Pros: Anyone can use it, when you look for information it is where it should be. I like that we can customize the data and customer support is easy to reach and willing to help. You can access it from anywhere you have internet access. Usually, when I am looking for something Muni-Link doesn't offer I contact support and they already thought of it and have it or they request their programmers to design it for me. They are progressive with the ever changing electronic world and they don't wait for challenges to arise before addressing them, they have a solution before a problem. Seriously, the best choice I have made!
Cons: I certify tax liens each year and it's a 3 step process with about 370 accounts, which is very time consuming. Muni-Link has offered to help data entry but I would like an easier option than manually entering 370 accounts 3 times.
Vendor Response
"Muni-Link was just what we were looking for when we needed to switch to a new billing software."
Overall: Up until May of 2009 we did our own sewer billing. The software program we were using was no longer being supported, so we needed to come up with another program. The water company had wanted to do our sewer billing for years, saying they would simply add our sewer charges to their monthly water bills. We had the water company do our billing from June 2009 through July 2012. Without going in to detail, having the water company do our billing was certainly not ideal. When we did our own billing (approximately 2,400 customers) we billed quarterly. Once the water company did our billing, our customers were used to receiving a monthly bill. We wanted to keep billing monthly, but thought we couldn't handle the work load, so we looked for a service bureau to do the work. This decision was less than desirable and resulted in unnecessary work for us. Then Muni-Link walked in the door! We were impressed with their demo. We went with Muni-Link as soon as we could free ourselves of our commitment with the previous company. We collected receipts in March of 2014 and did our first billing in April of 2014. The individual doing the setup and training was great, made himself available outside of normal business hours to get the job done. If something needed to be or corrected for us, either he or the team was on it. Once we were through the training process, he moved on to set up others and we were shifted to the support staff. The support staff is very friendly and eager to help, from a simple question of I forgot what to do, how to accomplish a task not previously done. We needed a quarterly report showing specific information. They provided us with the info and will create a report specifically for us to run in the future. When we needed to look for another software program in 2009 and 2012, we asked our auditors if they had any recommendations and they did not. However, now that they have seen Muni-Link (they were immediately impressed), and will now be able to say Muni-Link. The screens are easy to look at and well organized, steps to follow to complete a task are logical. It is very obvious there were countless hours of thought, design and work that have gone into producing this software and they continue to improve it. Everybody wants to find a product as great as this one, along with good support. We are so happy we made the switch and are confident that anyone else who chooses Muni-Link software will not be disappointed.
Vendor Response
"My overall billing experience with Muni-Link"
Overall: My overall experience has been great! The sales team is awesome, the customer support team is wonderful. I feel like I know them personally. They are the most pleasant people to talk to. Great team (Muni-Link) :)
Pros: What I like most about Muni-Link software was how easy it was to get our old billing software transferred to the new billing software. I was very nervous at first, but it all fell into place very easily. When any problems did arise, the support team was able to help in a reasonable amount of time. The software is very easy to use. The billing is step by step. I would recommend this to any new businesses thinking of going to Muni-Link. It has been almost five years since we started this software.
Cons: I really do not have any complaints except when they do updates they do not always let you know ahead of time. If changes are being made I would like to be notified prior to.
Vendor Response
"Great system"
Pros: We love the reports the best. It helps with becoming more accurate in billing for our customers. It was easy to learn and use. The support desk is always very helpful and prompt in answering back. Conversion was very easy and seamless. Everything flowed over into Muni-Link nicely. Training was very thorough. Muni-LInk was able to accommodate us a lot for changes we wanted or help us to get the desired outcome.
Cons: The loans module still has some quirks and problems. We don't like how the billing and payments are done in the loans module. WE have problems when we final out an account with a loan on it. Some times we wish we could do some adjustments in the maintenance tab instead of calling the support desk to do them for us, but they are very quick in making the changes for us.
Vendor Response
"Muni-Link"
Overall: Most importantly, the help desk has been extremely helpful as I, a new employee, have had a lot of questions. The program is easy to use, but I am still learning some of the 'ins' and 'outs'. For our Village, this has been a good solution for accurate and timely billing.
Pros: The software is easy to use, for the most part. Help with questions if almost always immediate. If a question isn't answered immediately, there is a response within a very short time. The online access has been a very important reason we like the program...easy to access. The report function is pretty good...and if there is a report we don't find to meet our needs, another report is usually available to give similiar results.
Cons: The report functions could be a little better with their descriptions. Interface with our credit card provider has been a challenge with recording payments and the division of monies to funds.
Vendor Response
"A utility billing software to fit all needs"
Overall: great experience and has made our company more efficient and customer friendly
Pros: user friendly, and the vast amount of reports
Cons: The functionality of security deposits could be a little better, but still works for what we need.
Vendor Response
"Great program and awesome customer support"
Pros: This program is easy to use. I like the ability to keep various customer accounts open at the same time. There are many great reports to use and if you can't find what your looking for, customer support is always there to find it for you. This program is capable to bill water usage down to single gallons, no more guessing for the customer on what they actually use each month.
Cons: The thing I like least is when returning a customers original deposit, it will show in the breakdown of the bill as part of the payment needed.
Vendor Response
"Munilink Review"
Overall: The Authority has had a very positive experience with Muni-Link. The transition was fairly easy and the customer support superb. Many reports are available. I think when updates are done and new reports are added to the program, an email should be sent out to customers with the updates.
Pros: The software is very user friendly and offers many features. Many reports available.
Cons: The Authority has a more complicated way of calculating interest and the system is unable to calculate it properly. Many adjustments have to be done and all account checked.
Vendor Response
"My Review"
Overall: It has been a great experience right from the beginning. When I called regarding looking for a new billing system to one of the rep coming to my office to talk to me about it. Once they converted from the old system he trained me and was always helpful. You can't go wrong with Muni-Link!!
Pros: The ease of the transition from the old system to Muni-Link. I was dreading it but it was so easy on my part. The system is very easy to use. Glad I made the move. So many reports can be made from this system. Customer Support is awesome when I do need some advice. Just overall very happy with it.
Cons: So far I haven't run into any cons. They are making helpful changes all the time.
Vendor Response
"Water and Sewer billing made easier!"
Overall: We are very happy with Muni-Link. The software is very easy to use. Many more options are available to us over our old software. Their customer service is always there to help. If they can't answer right away, they look into it and get back to us in a reasonable amount of time.
Pros: The ease of the program! All the information is at our fingertips. Invoicing and payment posting is very easy and simple. A big time saver over what we had before.
Cons: Not much really, but if I had to pick something, it would be that they haven't been able to program our late charges the way we like. The program will assess late fees, but not in the way we want and used to do it.
Vendor Response
"MUNI-LINK Review"
Overall: The switch over from the old billing system to Muni-Link was stressful but once all the kinks were worked out my clerks love it. We are always learning something new that they system can do and we've had the system since 2016.
Pros: This is a very easy billing system to navigate through.
Cons: Certain reports are needed and sometimes I have to combine 2 reports together to get what I actually need which involves more time spent. Any suggestions for a special report go on a "wish list".
Vendor Response
"Muni-Link Review"
Overall: This is a great billing software to use. It is very user friendly and easy to learn. The system methodically takes you through steps to create bills to ensure accuracy and provides reports to review in order to catch or correct mistakes prior to creating bills. Posting payments is very quick and easy as the system automatically calculates and applies payments to the correct categories. I love that the system prints out customer receipts along with payment reports which shows the amounts posted to each category. This report is used for banking purposes which shows the amounts to be deposited into various accounts. The system will generate reports for accounting and auditing purposes which is a wonderful feature. The system has alerts that you can place on accounts to quickly inform you of any unusual circumstances. There is a section for notes so you can keep track of customer issues. The customer service is excellent! The customer service reps are very knowledgeable, friendly and great to work with. There is never a delay in getting help as phone calls are answered quickly and promptly. Emails are responded to within a short time frame. The program is very affordable and is an excellent value. It reduces time, workload and stress. I have used this program for over a year and have not had any regrets or stressful issues with it. As with all software programs, there are always some small problems in the setup or in the first year while learning the program, but even those problems are quickly resolved.
Vendor Response
"VERY USER FRIENDLY"
Overall: THE SUPPORT STAFF IS VERY PATIENT AND KNOWLEDGEABLE. THE SYSTEM ITSELF IS VERY USER FRIENDLY.
Pros: USER FRIENDLY AND GREAT SUPPORT STAFF ITS VERY EASY TO TRAIN OTHERS ON THIS SYSTEM. i LIKE THE FACT THAT IT IS IN THE CLOUD. IT CAN BE ACCESSED EASILY.
Cons: BECAUSE WE HAVE TWO TYPES OF BILLS, SOME OF THE SERVICE DATES DO NOT POPULATE CORRECTLY. WE HAVE METERED AND NON METERED ACCOUNTS.
Vendor Response
"VERY USEFUL SOFTWARE "
Overall: SO FAR THERE HAS BEEN ONLY GOOD THINGS TO SA ABOUT THIS SOFTWARE, THERE ARE A LOT OF THINGS POSSIBLE TO DO WITH THIS SOFTWARE AND IT DOES TAKE A WHILE TO FIGURE THEM ALL OUT. BUT OVERALL I WOULD RECOMMEND IT TO ANYONE
Pros: ITS EASY TO USE, AND THE CUSTOMER SUPPORT IS GREAT, THEY ARE FAST AND EFFICIENT
Cons: THERE ARE SOME REPORTS THAT I WISH WERE ALITTLE MORE DETAILED, BUT OVERALL A GREAT SOFTWARE
Vendor Response
"Very Happy Consumer"
Overall: Cloud based solution added a layer of data security. We had previously had a server fail and despite the proclaimed support from our vendor the back-ups failed. It cost us four days of unproductive time and duplicating work previously entered.
Pros: The ease of use. Very easy transition from prior software. Employees like the account home page, all information is easily accessible. Loading our data base early on so we could play with the software with our own data help with the conversion and training.
Cons: Not so much a disliking as a frustration. Like in any industry "slang or terminology" took awhile to get on same page. Not software related directly.
"Bourne Water"
Pros: The entire process was smooth and seamless. Leigha was so helpful during the transition. The chat support is AMAZING, so quick. [SENSITIVE CONTENT] - THANK YOU!
Cons: n/a no complaints, still getting use to all the features
Vendor Response
"Ex everything :) "
Pros: Customer support is excellent ... easy to use and understand... I can't write 100 words about everything because I am looking 100% overall that we are very happy with everything. haha hope this is ok !
Cons: Some of the reports could be simplified and more to suit our needs. Sometimes while printing address labels it will print past customers addresses who moved out of town.
Vendor Response
"Muni-Link billing"
Overall: The transition from our previous billing system to Muni-Link was pretty painless. The support staff has been very helpful and is always able to help with any issues we may have.
Pros: I like the Mobil app that uploads our meter readings into the computer
Cons: The reports could be better. I'm not sure if the reports that I want are not available or if I just cant find them.
Vendor Response