City of Clearwater Saves 43 Hours a Week with a Frictionless Digital Payment Experience

The City of Clearwater Utility Customer Service Division replaced a payment system that created manual work and customer calls with InvoiceCloud.

43 hrs

saved each week in payment-related workload

$42K

saved in print and mail costs

206%

increase in electronic payment adoption

64k

utility accounts served

The Challenge

The City of Clearwater Utility Customer Service Division provides water, wastewater, and reclaimed water services to about 115,000 residents and manages 64,000 accounts across seven local utilities. Its previous digital payment system offered limited self-service, so a high volume of payments and payment questions went through staff. Reconciliations were labor-intensive. Payment updates lagged, which caused extra work and mismatched account balances. Printing and mailing bills added cost every month. Customer service calls and staff workload kept growing.

Our Approach

Clearwater wanted paying a bill to be easy on every device. It chose InvoiceCloud to put paperless and AutoPay enrollment inside the payment flow, so customers can sign up in the moment they pay. Apple Pay, Google Pay, and personalized notifications give customers a simple way to pay on time. A real-time integration with the city’s core CIS keeps payment data accurate without manual updates. As a true SaaS platform, InvoiceCloud delivers new payment technology automatically, and a dedicated support team stays with the division after launch.

The Result

After a smooth implementation, Clearwater saw results in its first year. AutoPay enrollment rose 82%, paperless enrollment rose 31%, and electronic payment adoption rose 206%. Staff now spend less time on reconciliations and payment inquiries and more time on higher-priority customer needs.

Saved staff 43 hours a week on reconciliations and payment inquiries

Saved $42,000 in print and mail costs through higher paperless and AutoPay enrollment

Gave customers one consistent payment experience, with real-time CIS data behind it

Hear From Our Customers

“We got exactly what we needed – a user-friendly solution that provided a seamless customer experience. Our staff is thrilled with the reduction in calls and time saved to focus on other customer needs.”

Nemanja Kuzmanovic

Customer Service Administrator, City of Clearwater

Get the full story

Read more about how Clearwater cut manual work and grew digital adoption with InvoiceCloud’s user-friendly payment options.

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