How Douglasville-Douglas County Water and Sewer Authority Achieved 95% Paperless Enrollment

DDCWSA used InvoiceCloud’s Adoption Services to launch a deliberate, program-driven approach that significantly increased digital enrollment.

95%

enrolled in paperless billing

~25%

avoiding shut offs with outreach

Increased

self-service & digital payments

Decreased

call volumes & manual payments

The Challenge

Digital payment options existed but weren’t growing fast enough on their own. Without no structured program to drive self-service, staff time was being consumed by manual payment processes.

Our Approach

DDCSWA partnered with InvoiceCloud’s dedicated Adoption Services team to build a structured, program-driven enrollment strategy using proactive multi-channel outreach, targeted adoption campaigns, and default digital enrollment pathways for new customers, all measured and adjusted over time based on real engagement data.

The Result

DDCWSA has driven over 95% of their customer base to enroll in paperless billing and made significant strides with digital payment adoption, too. This has led to lower call volumes, fewer walk-in payments, and time saved from reduced manual work.

Proactive multi-channel outreach encouraged 95% paperless enrollment

Lower call volumes and fewer walk-in payments from increased self-service rates

Staff time saved due to reduced manual work, impacting employee satisfaction

Hear From Our Customers

"When you start getting over 90% success rate — that was the big 'this is working' moment. Ultimately, it's about making life easier for the customer and making processes efficient. When you do that, employee engagement increases because anything you can do to make the interaction seamless is a no brainer."

Tony Rea

Customer Service Manager, DDCWSA

Want to hear more about the adoption campaigns and branded marketing materials offered through our Adoption Services? Schedule a call with our team.

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