North Kootenai Water & Sewer District needed a more reliable way to simplify manual billing processes, reduce customer support calls, and improve the overall payment experience. By implementing InvoiceCloud’s utility billing and payment platform, the district achieved 99% paperless enrollment, 50% online payment adoption, and $9,000 in annual print and mail savings, all while significantly increasing customer satisfaction.
Challenge
Located in North Idaho, North Kootenai Water & Sewer District was managing a growing customer base with outdated, manual billing systems and limited online payment options. Their team faced low digital adoption, high call volumes, and frequent customer frustrations due to limited autopay functionality and inefficient workflows.
The district needed a customer-friendly, one-size-fits-all payment solution that could seamlessly integrate with its core CIS system while reducing manual workloads and support demands.
Solution
To overcome these challenges, North Kootenai selected InvoiceCloud, a trusted online billing platform known for its flexible payment options, seamless integrations, and customer-first design. With InvoiceCloud, the district implemented a real-time integration with Impresa, simplifying digital billing, online payments, autopay signups, and paperless billing.
InvoiceCloud’s intuitive, self-service payment features and dedicated Customer Success Manager ensured a smooth transition, while robust marketing tools helped drive engagement and adoption.
Key platform benefits included:
-
Self-service payments and flexible digital billing options
-
Automated paperless and autopay enrollment
-
Seamless CIS integration for real-time payment data and reporting
-
Responsive customer support and proactive onboarding assistance
Results
Within just 10 months, North Kootenai Water & Sewer District achieved remarkable results:
-
99% increase in paperless enrollment
-
50% online payment adoption (and growing!)
-
$9,000 in annual savings on print and mail costs
-
Significant reduction in customer call volumes
According to Robin Potts, Sr. Customer Service Specialist at North Kootenai:
“With InvoiceCloud, everything has been great with no problems to speak of. Our phones used to ring all the time with customer issues, but now the call volumes are next to nothing. The real-time integration with Impresa is seamless and we are happy with our decision.”
Customer Experience Impact
Residents and landlords now enjoy a seamless, intuitive payment experience. With the ability to view and pay multiple accounts in one place, customers have embraced digital payments and paperless billing—dramatically reducing support inquiries.
Staff Efficiency Gains
The real-time integration between InvoiceCloud and Impresa eliminated manual data entry, reduced reconciliation time, and empowered staff to focus on higher-value tasks instead of handling customer issues.
Digital Adoption Metrics
-
99% increase in paperless enrollment
-
50% online payment adoption (continuing to grow)
-
$9,000 in yearly print and mail savings
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.