Case Study: Fortune 500 Energy Services Company boosts paperless adoption, cuts costs and raises customer satisfaction with ACI Worldwide

How One Utility Company Drove Savings and Satisfaction with Mobile Billing

Fortune 500 Energy Services Company wanted to expand its digital footprint, give customers more payment choice and convenience through native smartphone wallet apps (Apple Wallet and Google Pay), and drive higher paperless adoption while improving overall customer experience. To meet those goals it engaged ACI Worldwide, deploying the ACI moBills mobile wallet bill presentment and payment capability as part of its existing ACI Speedpay solution.

ACI Worldwide integrated ACI moBills with the utility’s legacy systems to enable view-and-pay access via mobile wallets without a login, driving rapid adoption and measurable savings. Within a month paperless adoption grew by 1,700 customers and, by May 2020, ACI moBills accounted for 7.6% of the company’s digital footprint (73,400 customers); 33.3% of moBills users enrolled in paperless for the first time and 63.3% migrated from other paperless forms. Between July 2019 and May 2020 the program delivered ~450,000 mobile wallet bills (saving about $60,000) and enabled ~106,000 mobile payments from non‑AutoPay customers, alongside improved J.D. Power scores for billing and overall satisfaction.