The Villages Digital Payment Solution Case Study

This case study details the implementation of InvoiceCloud’s digital engagement and payment solution by The Villages Community Development Districts. The Utility Billing Department, serving over 142,000 residents, faced challenges due to an increasing volume of manual payment-related tasks. The objective was to digitize payments to enhance user experience and streamline operations. The results included a 77% increase in digital adoption, a 64% growth in AutoPay, and a 45% decrease in mailed payments. Additionally, the solution led to a 20% reduction in payment-related call volume, allowing staff to focus on more critical tasks. The study outlines the challenges faced with the previous payment solution, including limited functionality and high manual workload. It emphasizes the benefits of a customer-friendly digital payment process that encourages online payments, improves customer satisfaction, and reallocates staff resources effectively. The Villages' experience illustrates the positive impact of adopting a modern digital payment solution.