Town of Middletown, DE “[The software] provides that backbone for each of our processes, allowing us to focus on the customer’s need. The software isn’t overly complicated so we can service our customers quickly and accurately using the system’s built in functions.” – Kelly Fletcher, Process Manager
• Population: 22,582 • Service Locations: 11,617 • Fun Fact: Delaware’s fastest growing town
Former Vendors • • • •
Harris SB Client Blackbear iHelper
Implemented Software • • • • • • • • • • • • • • • • • • •
Finance Super Suite Electronic Requisitions Accounts Receivable/Business Licensing Developer’s Escrow Payroll Human Resources Tax Billing & Collections Utility Billing & Collections Electric Billing & Collections Work Orders Fleet Maintenance Inventory Permitting & Code Enforcement Web Inquiry & Payment Portal Virtual Terminal Interactive Voice Response Municipal Dashboard Permitting Self-Service Employee Self-Service
Challenges The Town of Middletown outgrew their previous software, which made their day-to-day operations difficult to manage. Even though their software was provided by the same company, the modules they were using lacked integration and key functionalities like basic reporting. Unfortunately, the difficult-to-use software and lack of support resulted in the Town spending weeks on simple tasks, such as importing payments.
Action Middletown was ready to make the switch from their outdated, complicated system to a fullyintegrated ERP solution. When considering a new provider, the Town’s goal was to find software that was easy-to-use and would simplify their daily processes. After several demos and ERP evaluations, Middletown chose Edmunds’ software as their next ERP solution in 2011.
Results The Town of Middletown has found the fully-integrated software to be intuitive and robust, with the functionalities they were looking for. Their staff was able to learn and use the software without having to spend additional time and money on complicated customizations. Now, they experience greater efficiencies, especially when it comes to tax payments. Their decision fulfilled their goal to streamline their processes and increase productivity. Overall, this gave Middletown the opportunity to focus on their customers and grow alongside their ever-changing community.
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