Audrain County needed a way to modernize its tax payment process, improve customer experience, and reduce manual billing inefficiencies. By implementing InvoiceCloud’s county tax collection platform, the county achieved a 17% increase in electronic payment adoption, a 63% increase in overall payment volume, and significantly improved staff efficiency by reducing in-person payments.
Challenge
Audrain County faced ongoing challenges with manual billing, low digital adoption, and a high volume of phone inquiries from residents struggling to make online payments. The county’s outdated payment system lacked self-service functionality, resulting in frustrated taxpayers and staff who spent excessive time providing payment assistance.
In addition, the system’s limited payment options and inconsistent performance made it difficult to encourage timely payments and reduce delinquent bills. The county sought a modern solution that would offer a more reliable, customer-centric payment experience, expand payment options, and help increase online adoption while freeing up staff time.
Solution
To address these challenges, Audrain County partnered with InvoiceCloud, selecting its scalable, SaaS-based online billing platform designed to improve digital payment adoption and streamline taxpayer engagement.
With InvoiceCloud, residents gained access to a wide range of self-service payment options, including PayPal, Venmo, Apple Pay, Google Pay, eCheck, and card payments. The county also leveraged InvoiceCloud’s marketing resources and automated communication tools to promote digital adoption and reduce late or in-person payments.
By offering real-time self-service capabilities and a modern digital experience, the county eliminated many routine support calls and empowered residents to manage their payments independently.
Key platform benefits included:
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Self-service payments via multiple secure, digital channels
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Automated notifications for reminders and payment confirmations
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Marketing and engagement tools to boost online adoption
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Seamless SaaS integration for reliable performance and scalability
Results
Within the first year of implementation, Audrain County realized measurable results across adoption, efficiency, and customer experience metrics:
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17% increase in electronic payment adoption
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63% increase in overall payment volume
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Significant staff efficiency gains from reduced in-person transactions
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Fewer customer calls and faster payment turnaround times
According to Amy LeCount, Audrain County Collector of Revenue,
“InvoiceCloud has made bill payments a breeze with Text to Pay and various online options like card, eCheck, Venmo, Apple Pay, and Google Pay. The InvoiceCloud support is excellent, and automatic payments are easy to set up. Email and text notifications keep our office on track, especially during tax season.”
Customer Experience Impact
Residents now enjoy a convenient, flexible payment experience. With new digital options and clear notifications, taxpayers can pay on their terms—reducing frustration and eliminating the need for in-person assistance.
Staff Efficiency Gains
The county’s finance and revenue teams have experienced major productivity improvements. With fewer manual interventions and a drop in phone support needs, staff can now focus on higher-value work rather than administrative tasks.
Digital Adoption Metrics
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17% increase in online payment adoption
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63% growth in total payment volume
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Reduced in-person payments and fewer support calls
Ready to improve digital payment adoption and reduce manual billing for your county? Contact InvoiceCloud today to discover how our online payment platform can help your organization achieve the same results.