Case Study: City of Escondido achieves 69% reduction in payment calls with InvoiceCloud

City of Escondido Improves Collections and Reduces Staff Workload with Superior UX

The City of Escondido, which handles utility billing for over 30,000 customers, faced PCI compliance requirements and a prior online payment system that produced a poor user experience, high call volume, limited payment options, no real-time integration and no paperless billing. To address these challenges the City selected InvoiceCloud and its electronic bill presentment and payment solution to simplify enrollment, improve UX and meet PCI Level 1 security standards.

InvoiceCloud implemented an improved e‑payment platform with easier enrollment, expanded payment options and real-time integrations, driving measurable results: a 242% increase in self‑service e‑payment adoption, 52% total electronic payment adoption, 21% paperless enrollment, $23K saved in print and mail, and a 69% decrease in payment calls within nine months — plus higher customer and staff satisfaction and reduced manual workloads.

City of Escondido