Carmel Utilities Adapts to Growth with a Self-Service Utility Billing Portal

Carmel Utilities needed to serve a growing customer base without adding staff. By implementing InvoiceCloud’s self-service utility billing portal, integrated with its Oracle utility billing system, the utility increased electronic payment adoption 10x, increased paperless enrollment 3.6x, and reduced mailed payments by more than 30%.

10x

increase in electronic payment adoption

3.6x

increase in paperless enrollment

30%+

decrease in mailed payments

Countless hours

saved through reduced manual workload

The Challenge

As Carmel, Indiana, grew, its utility faced increasing pressure to serve more customers with the same team. Manual billing and paper-based workflows created inefficiencies, contributed to payment delays, and increased mailing costs. Carmel Utilities needed a way to support growth while giving customers a modern, intuitive billing and payment experience.

Our Approach

Carmel Utilities implemented InvoiceCloud’s online payment platform, integrated with its Oracle utility billing system. The self-service portal gave customers mobile-friendly ways to manage payments and gave staff tools to reduce manual work.

The Result

Digital billing and payment automation reduced work for Carmel Utilities’ billing and finance teams. The utility has been able to support a growing customer base without adding staff, even as Carmel’s population surpassed 100,000 residents.

Digital billing and automation to reduce paper-based processes

Self-service payment options that customers could access online or on a mobile device

Automated notifications to encourage on-time payments

Hear From Our Customers

“We decided to go with InvoiceCloud because we knew we couldn’t increase our staff so we needed a solution that would scale with us without having to add manpower. Plus, being a SaaS solution, it set our team up for continued success for the foreseeable future.

Scott Campbell

Manager, Customer Services & Billing City of Carmel Wastewater Utilities

Get the Full Story

Read Carmel Utilities’ full journey to improve digital payment adoption and reduce manual billing.

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