Event Recap: IUCX Conference 2025
Tessa Newell
The IUCX Conference is the premier annual educational and customer service conference serving electric, gas and water/wastewater utility professionals across North America and the world. Last week, thousands of utility professionals enjoyed two days filled with networking and content on trending industry topics — including the team from InvoiceCloud!
We had a fantastic time meeting folks from all over the county to discuss how digital billing and payments could transform their utility’s customer experience, backend operations, and beyond. Plus, we were honored to host a few sessions throughout the week.
If you missed the conference this year, don’t worry! Here are a few of the hot topics that are on the minds of your utility cohort.
Overcoming Roadblocks to Timely Customer Payments
Nationwide, utility payment delinquency has reached a record $20B, with 1 in 6 households claiming they’re behind on their utility bills. Even more pressing than the staff time and resources being used to chase down delinquent payments is the reality of families across the country losing access to essential services.
Utility organizations can have a hand in curbing the disconnection crisis and reestablishing regular, timely payments. But first, service providers must identify common reasons for missed payments so they can deploy solutions to prevent accounts from going delinquent.
1. Customers are Unaware Payment is Due
One of the biggest challenges utilities contend with is prompting payments from customers who aren’t aware payment is due.
Payment reminders are key to encouraging regular, timely payments. Ideally, reminders should be branded so it’s clear which organization they’re from and include important information like the amount due and how customers can immediately pay their balance. Plus, InvoiceCloud data shows customers respond best to second and third notifications. Enable multiple reminders to increase your chances of receiving payment before the due date.
2. Checks for Bill Payment are Late or Stolen in Mail
To avoid late or stolen payments, it’s important to educate customers on the dangers of using checks for payment. Promote digital payment options in myriad ways, including on paper bills and envelopes, to encourage online adoption.
Research shows those who prefer writing checks are largely open to using self-service payments like automated phone options (also known as IVR) and mobile wallets, but billers must actively promote these digital choices to successfully discourage check use.
3. Customers Cannot Access Computer or Internet
The PEW Research Center found 97% of Americans have mobile phones, including the unbanked population. To cater to customers who prefer using a mobile device for bill payment, organizations should promote mobile wallets, use online portals configured for an optimal smartphone experience, and offer automated phone payments (also known as IVR) or options to pay in cash at retailers.
Elevating the Customer Experience
Enhancing the customer’s billing and payment experience is beneficial for more than just improved CSAT scores. Implementing a customer-focused approach to payments means making it easier to self-serve. This optimal convenience is amazing for customers and saves utilities resources and staff time along the way.
When the City of Clearwater determined their most frequent interactions with customers was when they paid their bills, they knew it was a pivotal moment to transform the customer experience.
After implementing a modern, user-friendly payment experience across all digital channels, they’ve saved more than 40 hours a week on payment-related work and $42K annually in print & mail cost, all while keeping customers happier than ever. Learn more about how they saw these incredible results.
​
Maximizing Customer Engagement
The City of Roseville’s Utility billing department understood they had limited opportunities to encourage critical customer behaviors, like making timely payments or enrolling in self-service routes like AutoPay and paperless billing. Achieving success hinged on identifying key touchpoints and optimizing them for maximum customer engagement. This included a comprehensive review of how they communicate with customers to the payment experience they provide. ​
In what was an incredibly insightful session, the City of Roseville will shared how to maximize engagement of often-overlooked customer touchpoints, including the importance of providing seamless, user-friendly enrollment options. Check out the City of Roseville’s full journey to maximizing customer engagement here.
Connect with Our Team of Utility Experts After the IUCX Conference
Just because the IUCX Conference is over doesn’t mean we can’t connect! To learn more about reducing payment delinquencies, improving the customer experience, and fully maximizing customer engagement, schedule some time with our team of utility experts.
