From Lockbox to Digital-First: Hawaiʻi Gas Reimagines the Payment Experience

Hawaiʻi Gas, the utility serving more than 70,000 customers across the islands, replaced manual, lockbox-driven payment processing with InvoiceCloud, growing digital adoption and paperless enrollment since going live in 2022.

143%

Increase in digital adoption

3,850%

Increase in paperless enrollment

108%

Increase in AutoPay adoption

70,000+

Customers served across the islands

The Challenge

Hawaiʻi Gas’ legacy payment infrastructure hadn’t kept pace with its digital ambitions. About half of all payments arrived through lockbox, requiring manual processing before they could even be posted, a bottleneck that stretched payment posting out to as long as seven days and fueled late-fee disputes. Missing customer email addresses blocked digital outreach at scale, in-person payment locations still required staffing despite declining foot traffic, and there was no systematic strategy for moving customers toward digital channels. The result was high call volume, strained staff capacity, and limited visibility into how to change course.

Our Approach

When Hawaiʻi Gas implemented InvoiceCloud, the goal was clear: make digital the default. Working with InvoiceCloud’s complimentary Adoption Services team, Hawaiʻi Gas embedded adoption into its operating rhythm rather than treating it as a one-time push. That meant running paperless enrollment campaigns every quarter, capturing customer emails at every service touchpoint, adding QR codes to bills and service windows, incentivizing AutoPay sign-ups with deposit waivers for new customers, and using InvoiceCloud data to consistently target segments still relying on legacy payment behaviors, including sweepstakes and other targeted engagement tests.

The Result

InvoiceCloud transformed Hawaiʻi Gas’ day-to-day payment operations. Manual tasks became automated, payment posting sped up dramatically from its previous seven-day high, and call volume driven by payment confusion dropped as customers shifted to self-service. Staff workloads became more balanced, freeing the team to focus on higher-value priorities instead of manual reconciliation.

Faster payment posting (was previously up to a week) and fewer late-fee disputes

3,850%+ in paperless enrollment, with a 12% lift in the most recent campaign

More balanced staff workloads, with manual payment handling and reconciliation significantly reduced

Hear From Our Customers

"InvoiceCloud feels like an internal department to us sometimes. The partnership with them allows us to access multiple resources who specialize in payment processing and the various aspects of rate setting, customer communication, adoption initiatives, and more."

Russ Miller

Treasurer, Hawaiʻi Gas

Get the full story

Read more about how Hawaiʻi Gas modernized its payment experience and made digital adoption a core part of how the utility operates.

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