The shift to a new customer-focused service model requires building and nurturing customer relationships through communication. At SourceLink, we draw from our experience with our clients to put this customer-centric model to work. We recommend and execute a phased approach where phase one is to improve implementation of the billing experience, phase two is to expand billing to support community relations and initiate and develop customer relationships, and finally, phase three is to elevate billing to a more personalized communication.