Case Study: City Utilities of Springfield improves payment convenience and reduces wait times with CityBase kiosks

City Utilities Enhances Customer Service Using CityBase Kiosks

City Utilities of Springfield, a community-owned utility provider, sought to improve security for its employees by moving cashiers away from handling cash while still accommodating customers who rely on cash payments. To address this challenge, they partnered with vendor CityBase to implement a network of payment kiosks.

By deploying CityBase's intuitive, cloud-based kiosks, the solution provided secure 24/7 payment options that post to accounts instantly. This resulted in 100% adoption of kiosks for in-person cash payments, shorter wait times, and freed up staff to handle complex customer service requests. The implementation by CityBase was highly successful, with 7% of all payments now made through kiosks and nearly half of those in-person transactions occurring on outdoor kiosks available any time.

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