Carmel Utilities needed a modern solution to improve digital payment adoption and streamline manual billing as the city’s population rapidly expanded. With InvoiceCloud’s self-service utility billing portal, Carmel Utilities achieved a 10x increase in electronic payment adoption, a 3.6x boost in paperless enrollment, and saved countless hours of manual work — all without adding staff.
Challenge
As one of the fastest-growing cities in Indiana, the City of Carmel Utilities faced increasing operational pressure to serve a larger customer base without expanding its team. The utility’s existing processes relied heavily on manual billing and paper-based workflows, which caused inefficiencies, payment delays, and higher mailing costs. Carmel Utilities needed a solution that could support its growth while providing customers with a modern, intuitive digital experience.
Solution
Carmel Utilities implemented InvoiceCloud’s online payment platform, fully integrated with its Oracle utility billing system. This seamless integration delivered the latest digital payment technology, empowering customers with self-service payment options while improving operational efficiency.
The platform offered:
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Digital billing and automation to replace manual processes
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Self-service payments with user-friendly, mobile-friendly options
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Automated notifications to encourage on-time payments
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Scalable SaaS infrastructure to support growth without adding staff
Results
Since implementing InvoiceCloud, Carmel Utilities has achieved significant operational and customer experience improvements:
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10x increase in electronic payment adoption
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3.6x increase in paperless enrollment
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30%+ decrease in mailed payments
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Countless staff hours saved through reduced manual workload
These results demonstrate how digital payment adoption and billing automation can dramatically improve efficiency, reduce costs, and enhance the customer experience.
Customer Experience Impact
Customers now enjoy an intuitive, frictionless payment experience with more flexibility to pay online, set up AutoPay, and go paperless— resulting in higher satisfaction and stronger engagement.
Staff Efficiency Gains
By eliminating manual processes, Carmel Utilities’ billing and finance teams have reclaimed valuable time and resources. Automation has enabled the utility to scale operations seamlessly, even as the city’s population surpasses 100,000 residents.
Digital Adoption Metrics
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10x increase in electronic payment adoption
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3.6x boost in paperless billing enrollment
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30%+ reduction in mailed payments
Ready to improve digital payment adoption and reduce manual billing for your municipality or utility? Contact InvoiceCloud today to discover how our online payment platform can help your organization achieve the same results.