Youngstown Water Department Payment Solution Case Study

This case study details the Youngstown Water Department's transition to a new digital payment solution provided by InvoiceCloud. The document outlines the challenges faced with the previous payment system, including low digital adoption, high call volumes, and friction in the payment process, which increased staff workload. The objective was to streamline payments and enhance customer satisfaction by providing a more engaging payment experience. Upon implementation of InvoiceCloud's solution, Youngstown reported significant improvements, such as a 6X increase in paperless enrollment and a savings of $70,000 in print and mail expenses within the first six months. The study also notes a reduction in truck rolls for shutoffs by 42% due to improved communication strategies. Overall, the transition aimed to create a sustainable workload for staff and improve the overall user experience for residents, aligning with modern digital payment preferences.