Customer & Community Services

Customer Operations and Community Energy Services

Customer Operations is comprised of multiple departments with the unified goal of exceeding customer expectations. This group delivers best-in-class service and customized solutions to our customers through billing and payment, digital, phone and in-person services, collections and claims activities. They focus on empowering our customers with comprehensive resources and tools to increase energy efficiency, ensure accurate and timely billing data, promote sustainability and lower the cost to serve our region. 

Community Energy Services (CES) extends our best-in-class service to Community Choice Energy providers in support of SMUD’s Diversified Business strategic direction. CES provides our award-winning call center operations, billing services and product design and delivery solutions to our clients. This helps our clients deliver cleaner power to their communities and continues our efforts to be a leader in clean power efforts across California. 

Tracy Carlson, Director
1-916-732-7248 |

Customer Experience Delivery

Customer Experience Delivery is responsible for defining and communicating SMUD’s overall customer experience strategy, customer market segmentation and end-to-end customer journeys. The team is dedicated to improving residential, special assistance and commercial customer engagement, advocacy and loyalty by designing and offering personalized products and services aligned with SMUD’s 2030 Clean Energy Vision

Erik Krause, Director

Commercial Development & Business Attraction

The Commercial Development and Business Attraction team works with prospective businesses and developers by assisting with the building process from beginning to the end of a project. This includes project concept and implementation, meter set-up and utility account activation. The team creates a one-stop-shop, coordinating all touch points within SMUD and serving as a liaison to facilitate integration with other utility services to create an ideal and efficient experience. 

Shari Little, Director

Business Performance & Optimization

Business Performance & Optimization supports operational excellence efforts, data analytics and reporting. It drives adoption of key performance metrics across Customer & Community Services. 

Roopali Shah, Manager
1-916-732-5707 |