Case Study: Akron Utilities achieves 6% increase in electronic payments and 20% reduction in walk‑in payments with ACI Worldwide

Akron Utilities - Customer Case Study

Akron Utilities partnered with ACI Worldwide to shift customer payment behavior away from expensive face‑to‑face transactions and increase use of its online and IVR channels. Using ACI Universal Payments, the utility aimed to drive consumer awareness of its web and pay‑by‑phone options and reduce lobby traffic and processing costs.

ACI Worldwide executed a targeted consumer‑awareness campaign—flyers, office signage, business cards and in‑office pay‑by‑phone prompts—promoting the online portal and IVR. The effort delivered measurable impact: a 6% increase in electronic payment transactions and a 20% reduction in walk‑in customer payments, lowering Akron Utilities’ processing costs and customer lobby volume.

Akron Utilities