Hagerstown Digital Payment Experience Case Study

This case study details the City of Hagerstown's transition to a new digital payment system provided by InvoiceCloud, aimed at enhancing customer experience and operational efficiency. The previous payment platform was cumbersome, leading to customer frustration and increased manual workload for staff. The city sought a solution that would simplify the payment process and improve customer satisfaction. Following the integration of InvoiceCloud's system, Hagerstown reported significant improvements, including a 59% increase in paperless enrollment and a 102% decrease in shutoffs. The new system facilitated higher customer satisfaction through a seamless payment experience and increased self-service options. Additionally, the city benefited from reduced manual workload, allowing staff to focus on strategic needs. The case study outlines the challenges faced, the implemented solution, and the measurable results achieved within the first year of using InvoiceCloud's services.