The City of American Canyon sought a way to decrease high manual payment volumes, lower print and mail expenses, and improve the customer payment experience. With InvoiceCloud’s online billing platform, the city empowered residents to make self-service payments while automating back-office processes. As a result, American Canyon achieved 55% electronic payment adoption, $38K in annual print savings, and a 50% decrease in call volumes within just nine months.
Challenge
The City of American Canyon faced ongoing challenges with manual billing processes, low digital payment adoption, and rising operational costs from paper billing and mail delivery. Staff spent significant time managing payments manually, while residents had limited flexibility to pay online. Additionally, print and postage costs placed a strain on the city’s budget, and call volumes remained high due to inefficient payment workflows.
Solution
To modernize its billing system, American Canyon implemented the InvoiceCloud online payment platform, enabling residents to easily make self-service payments across multiple channels. The platform’s intuitive interface and automated communication tools helped increase AutoPay adoption, reduce payment delays, and improve back-office efficiency.
Key platform features included:
- Digital billing and automation that eliminated manual data entry
- Online and self-service payment options for greater customer convenience
- Automated reminders and communications to boost on-time payments
- Simplified reconciliation and reporting, improving staff efficiency
Results
Within nine months of implementing InvoiceCloud, American Canyon achieved measurable success across multiple areas of operations:
- 55% electronic payment adoption
- 30% self-service AutoPay signups
- $38,000 in annual print and mail savings
- 50% reduction in call volumes
These results demonstrate how digital payment adoption and billing automation can significantly reduce manual workload while improving both staff and customer satisfaction.
According to Andrea Villada, Accounting Technician for the City of American Canyon, “The most valuable thing has been how much we have saved on monthly print/mail savings costs. We’re saving $3,200 per month.”
Customer Experience Impact
Residents now enjoy a more convenient and flexible payment experience. With self-service options and timely digital notifications, customer satisfaction and on-time payments have increased substantially.
Staff Efficiency Gains
Finance staff no longer spend hours processing checks or reconciling payments manually. The city’s accounting team can now focus on higher-value work thanks to automated workflows and simplified reporting.
Digital Adoption Growth
- 55% increase in digital payments
- 30% growth in AutoPay enrollment
- 50% fewer customer support calls related to billing and payments
Ready to improve digital payment adoption and reduce manual billing for your city or utility? Contact InvoiceCloud today to discover how our online payment platform can help your organization achieve the same results.