Case Study: City of Roseville achieves record customer satisfaction and 139% e-payment growth with InvoiceCloud

City of Roseville Boosts Self-Service and Payments with Enhanced Customer Experience

The City of Roseville, a California municipality serving more than 70,000 utility accounts, needed an Electronic Bill Presentment and Payment (EBPP) platform that would integrate with its new CIS and customer self-service portal to simplify payments, boost digital adoption, and reduce call center volume. After evaluating options, Roseville selected InvoiceCloud and implemented the InvoiceCloud platform to address an outdated user experience, low online adoption, limited self-service functionality, and high print/mail costs.

InvoiceCloud delivered a modern EBPP solution with improved enrollment flows, intelligent communications, and expanded payment options, producing immediate operational and customer-experience gains: 139% e-payment growth, a 62% increase in customer self-service enrollment, 24% of customers on paperless billing, 20% on AutoPay, a 20% decrease in call center volume, and a 96% customer satisfaction score. Roseville also reduced print and lockbox costs, brought check processing in-house, and now leverages InvoiceCloud’s frequent SaaS updates to drive further digital adoption.

City of Roseville

Andrea Blomquist

Utility Billing Services Manager