Case Study: City of Arlington achieves $900K annual savings and improved customer experience with InvoiceCloud

Arlington Saves Time and Money by Providing Exceptional Customer Experience and Increasing Self-Service

Arlington, the City of Arlington Water Utilities, faced rising operational costs—soaring credit card processing fees, higher print and mail expenses, and increased call and walk‑in volume—that threatened to push water rates higher for customers. To avoid rate increases, Arlington sought an electronic bill presentment and payment (EBPP) solution and selected InvoiceCloud to improve the customer experience and drive digital, self‑service payments.

InvoiceCloud implemented its EBPP platform and a convenience fee model, boosting self‑service and paperless enrollment while reducing manual work and print/mail costs. Since the change, Arlington reports $900K in annual savings, a 60% decrease in payment calls, $30K annual print savings, a 27% drop in walk‑ins and a 35% increase in paperless enrollment, along with higher customer satisfaction and operational efficiencies.

Arlington

Matt Peters

Water Utilities Department