San Angelo Water Utilities Digital Payment Transformation Case Study

This case study details the transformation of the City of San Angelo's Water Utilities department's digital payment system following a data breach. The previous system led to customer frustration and increased manual workload. To address these issues, the department adopted InvoiceCloud’s PCI Level 1 security compliant digital payment solution. The implementation aimed to enhance security and improve user experience. The results included higher customer satisfaction, increased self-service rates, and a significant decrease in manual collections. The case study outlines specific achievements in the first year, such as a 222% increase in paperless enrollment and a 163% reduction in payment-related call volume. Additionally, the solution provided seamless integration with the department's core customer information system, allowing for a frictionless payment experience. The case study emphasizes the importance of security and user experience in restoring customer trust and automating processes to reduce staff workload.