Case Study: City of Sevierville halves utility cutoffs with Tyler Technologies' Tyler Notify

Utility Department Uses Weekly Notifications to Better Communicate With Customers

The City of Sevierville, Tennessee (population 16,700) manages utility billing for about 12,500 customers with a small team and four billing cycles. With delinquent accounts ranging from 50 to 100+ weekly, notification was inconsistent and labor‑intensive, causing frequent cutoffs and pulling field technicians away from other tasks.

By integrating Incode Utility Billing with Tyler Notify and IVR, the city now sends automated phone and text cutoff warnings and payment links. In 10 months they delivered more than 2,600 notifications, reduced weekly cutoffs by half (1,100 disconnections in that period), freed technicians from two days of disconnect/reconnect work each week, and significantly improved customer communication and operational efficiency.

City of Sevierville

Andrea Madison

Accounting Technician/Utility Billing Clerk