Sacramento Suburban Water Digital Payment Transformation Case Study

This case study details the digital transformation of Sacramento Suburban Water District (SSWD) through the implementation of InvoiceCloud’s payment solution. SSWD, which serves nearly 195,000 customers, faced challenges with a legacy payment system that hindered online payments and increased staff workload. The objective was to enhance customer experience by providing a modern, user-friendly payment interface. Following the transition, SSWD reported significant improvements, including a 149% increase in electronic payment adoption and a 41% rise in paperless enrollment. The new system has led to reduced mailing expenses, saving $13.5K, and has freed up 32 hours a month in staff workload. Additionally, the frictionless integration with their Customer Information System (CIS) has streamlined operations and improved customer satisfaction. The case study highlights the effectiveness of digital engagement in enhancing operational efficiencies and customer service in the public utility sector.