Rowland Water District needed a modern billing and payment solution that could improve the customer experience and streamline manual processes. By implementing InvoiceCloud’s online payment platform and self-service billing tools, the district achieved:
- 72% increase in self-service payment adoption
- 256% growth in paperless billing enrollment
- $39,000 in annual print and mail savings
- 13% reduction in billing- and payment-related customer service calls
Challenge: Modernizing Billing and Payments
Located in southeastern Los Angeles County, Rowland Water District wanted to modernize its billing and payment system while improving the customer experience. Its existing platform could not integrate with the district’s customer information system (CIS) in real time, limiting staff and customer visibility into billing and payment data.
As a result, customers experienced payment delays and had limited self-service options. Staff also faced time-consuming manual reconciliation and a high volume of billing and payment inquiries.
- The district needed a reliable, automated solution that could:
- Reduce manual billing and payment processes
- Provide flexible, convenient payment options
- Integrate with its CIS in real time
- Deliver a seamless digital experience for customers and staff
Solution: An Integrated, Self-Service Billing Platform
After evaluating multiple vendors, Rowland Water District selected InvoiceCloud for its modern interface, proven performance, and ability to integrate seamlessly with existing systems.
InvoiceCloud provided an intuitive experience for customers and staff, including:
- Self-service payment options such as digital wallets, Pay by Text, and interactive voice response (IVR)
- Real-time CIS integration for accurate billing and payment data
- Automated payment reminders designed to reduce late payments
- Comprehensive online billing and customer communication tools
With these capabilities, residents could pay their bills more quickly and conveniently. Staff benefited from automated workflows, real-time information, and less manual payment processing.
Results
Since implementing InvoiceCloud, Rowland Water District has achieved transformative results that have improved both customer and staff experiences:
| Result | Impact |
|---|---|
| Self-service payment adoption | 72% increase |
| Paperless billing enrollment | 256% growth |
| Billing- and payment-related customer service calls | 13% reduction |
| Print and mail costs | $39,000 in annual savings |
Customer Experience Improvements
Customers now have faster, easier, and more flexible ways to pay, including Pay by Text, digital wallets, and automated reminders. These self-service options have increased the adoption of online payments and paperless billing while creating a more convenient payment experience.
Staff Efficiency Gains
InvoiceCloud’s integration with the district’s CIS reduced manual data handling and helped lower billing- and payment-related call volume by 13%. Staff can now spend less time managing payment processes and more time supporting customers and other operational priorities.
Key Takeaway
By combining real-time CIS integration, flexible payment options, automated communications, and intuitive self-service tools, Rowland Water District increased digital adoption, reduced support calls, and saved $39,000 annually on print and mail costs.
Ready to increase digital payment adoption and reduce manual billing processes for your city or utility? Contact InvoiceCloud to learn how our online payment platform can support your organization.