Case Study: City Utilities of Springfield, MO improves customer service and payment convenience with CityBase kiosks

City Utilities Enhances Customer Service Using CityBase Kiosks

City Utilities of Springfield, a community-owned utility provider, needed to improve security and convenience for its customers. Their challenge was to move cashiers away from handling cash while still providing a vital payment option for the unbanked and underbanked population. They partnered with CityBase to implement self-service kiosks as the solution.

By deploying CityBase kiosks, the vendor provided a secure, flexible, and intuitive payment system. This solution achieved a 100% adoption rate for in-person cash payments and led to significantly shorter wait times, with transactions taking as little as 31 seconds. The results include 7% of all payments now being made through kiosks, nearly half of which occur on 24/7 outdoor units, and staff being freed up to focus on complex customer service inquiries instead of processing routine payments.

City Utilities of Springfield, MO