Chaska Utility Billing Digital Payment Solution Case Study

This case study details the City of Chaska's upgrade to a NACHA compliant digital payment solution provided by InvoiceCloud. The utility billing department, which serves a population of 27,800 residents, aimed to enhance customer experience and streamline payment processes. The implementation of InvoiceCloud's user-friendly platform resulted in increased digital adoption and customer satisfaction. Key benefits included a significant rise in paperless enrollment, improved self-service rates, and a reduction in print and mail costs. The city reported a 63% increase in paperless adoption and saved $24,000 annually in related expenses. Additionally, staff workload was reduced by 20 hours per month due to the automation of ACH payments. The case study outlines the challenges faced by Chaska, including high call volumes and security risks associated with manual processing, and how InvoiceCloud's solution addressed these issues effectively.