City of Clearwater Digital Payment Solution Case Study

This case study documents the City of Clearwater's implementation of a frictionless digital payment solution provided by InvoiceCloud. The objective was to enhance the customer payment experience while reducing the workload on staff. The City faced challenges with its previous digital payment system, which included high volumes of manual payments and labor-intensive reconciliations. After transitioning to InvoiceCloud's solution, Clearwater reported significant improvements, including a 31% increase in paperless enrollment and a 206% reduction in print and mail costs. Staff efficiency improved, saving 43 hours per week in payment-related tasks. The solution also facilitated increased digital adoption, with enhanced self-service options and integration with the City's core Customer Information System (CIS). Overall, the initiative aimed to streamline payment processes, improve customer satisfaction, and optimize resource allocation within the Utility Customer Service Division.