Rowland Water District needed a modern solution to improve customer payment experiences and streamline manual billing processes. With InvoiceCloud’s online payment platform and its self-service billing tools, the district achieved a 72% increase in self-service payments, 256% growth in paperless enrollment, and $39,000 in annual print and mail savings, all while enhancing customer satisfaction and reducing payment-related support calls.
Challenge
Located in Southeastern Los Angeles County, Rowland Water District was looking for a way to modernize its billing and payment system and improve the customer experience. The district’s existing platform couldn’t integrate with its CIS system in real time, limiting visibility into billing data for both staff and customers.
As a result, customers experienced payment delays and lacked self-service options, while staff faced inefficiencies caused by manual reconciliation and a high volume of customer service inquiries. The district needed a reliable, automated billing solution that could reduce manual processes, offer flexible payment options, and deliver a seamless digital experience.
Solution
After evaluating multiple vendors, Rowland Water District selected InvoiceCloud as its preferred online billing platform due to its modern interface, proven performance, and ability to integrate seamlessly with existing systems.
InvoiceCloud’s solution delivered a simple, user-friendly experience for both customers and staff. The platform included:
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Self-service payment options, including digital wallets, text-to-pay, and IVR
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Real-time CIS integration for accurate billing and payment data
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Automated payment reminders to reduce late payments
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Comprehensive online billing and communication tools
This implementation allowed residents to pay their bills faster and more conveniently, while staff benefited from automated workflows and reduced manual processing.
Results
Since implementing InvoiceCloud, Rowland Water District has achieved transformative results that have improved both customer and staff experiences:
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72% increase in self-service payment adoption
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256% growth in paperless billing enrollment
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$39,000 saved annually in print and mail costs
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13% reduction in customer service calls related to billing and payments
Customer Experience Impact
Customers now enjoy faster, easier, and more flexible payment options, including Pay by Text, digital wallets, and automated reminders. These updates have improved satisfaction and increased adoption of online billing.
Staff Efficiency Gains
The integration of InvoiceCloud’s platform with the district’s CIS system reduced manual data handling and lowered call volumes by 13%. Staff now spend less time managing payments and more time focusing on customer service and operational priorities.
Digital Adoption Metrics
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72% increase in self-service adoption
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256% increase in paperless billing enrollment
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13% decrease in payment-related support calls
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$39,000 annual savings in print and mail expenses
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.