New Hanover County Digital Payment Solution Case Study

This case study details the implementation of a user-friendly digital payment solution by the New Hanover County Tax Office, aimed at modernizing their billing and payment system. The objective was to enhance digital engagement and streamline payment processes for a population of 235,000. Following the integration of InvoiceCloud’s platform, the county experienced significant improvements, including a 76% increase in digital payment adoption and a 46% decrease in walk-in payments. The solution provided a frictionless payment experience, reducing the volume of calls and in-person visits, thereby allowing staff to focus on critical functions. The case study outlines the challenges faced with the previous outdated payment platform, which included labor-intensive processes and low digital adoption rates. The successful transition to InvoiceCloud’s system not only improved customer satisfaction through personalized reminders and self-service options but also resulted in substantial time savings and cost reductions in payment processing.