Customer Information System Transition
Organizational Change Management
Role: Communications Lead and Enterprise Implementation Partner
Replacing the customer information system changed nearly every way customers managed their accounts. I led the communication strategy for more than 70,000 customers, developing transition resources and adapting the response when launch challenges created an immediate need for support.
Selected Project Evidence
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![Blue “The Spout” customer e-newsletter header featuring the Columbus Water Works logo.]()
Customer E-Newsletters
Phased Digital Outreach
Three customer newsletters provided registration guidance, launch updates, and continued support throughout the transition.
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![Columbus Water Works information card with blank fields for customer and account numbers.]()
Account Information Card
Bilingual Account Reference
English and Spanish cards helped customers record their new account numbers and keep payment and contact information readily available.
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![Blue and green “Go with the Flow” customer bill insert announcing the new payment system.]()
Customer Bill Insert
Direct Customer Outreach
High-reach communication delivered with customer bills to explain the system transition, required actions, and available support.
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![“Go with the Flow” video tutorial showing customers how to register for the new payment system.]()
Registration Tutorial
Customer Video Series
Selected video from an instructional series created to guide customers through key transition tasks and reduce barriers to account access.
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![“Go with the Flow” project landing page with new payment system details, customer resources, and a Register Now button.]()
Project Landing Page
Customer Information Center
Dedicated information hub providing registration guidance, key dates, transition updates, and customer support resources.
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![Four annotated mobile screenshots showing payment-system steps used to support customer service staff.]()
Customer Service Guide
Frontline Support Resource
Post-launch guidance providing customer service staff with standard responses, troubleshooting instructions, and customer support resources.
