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 | Tracy.Carlson@smud.org

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
1-916-732-7152
 | Erik.Krause@smud.org

Commercial Development & Solutions

Commercial Development & Solutions is a multilayered and comprehensive approach to first-class commercial customer service. Our teams are instrumental in driving the local business economy from business attraction to commercial development to account solutions and management. Our Business Attraction and Commercial Development teams engage early and often with prospective businesses and developers to assist with the building process from project conceptualization to implementation to meter set-up. Once a business account is activated, our Commercial Solutions team comprised of Strategic Account Advisors serve as dedicated energy experts and a first point-of-contact to address questions and provide customized energy solutions to help our business community thrive. 

Shari Little, Director
1-916-732-5327
 | Shari.Little@smud.org

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 | Roopali.Shah@smud.org