Case Study: James City County achieves increased customer satisfaction and improved collections efficiency with InvoiceCloud

James City County Increases Customer Satisfaction and Collections Efficiencies with Innovative Payment Solutions

James City County sought a modern Electronic Bill Presentment and Payment (EBPP) platform to meet rising customer expectations and reduce the burden of manual payments—facing limited payment options, little self‑service functionality, high paper‑billing costs, and too much staff time spent processing payments. The county selected InvoiceCloud to provide an adaptable, cloud‑based payment solution that could deliver omni‑channel options and ongoing technology updates.

InvoiceCloud implemented its EBPP platform to boost self‑service and digital adoption, improve the user experience, and cut print and mail expenses. Since deployment, James City County reported an 11× increase in electronic payments (2019–2022), a 554% rise in paperless enrollment, and a 46% decrease in mailed and in‑person payments, improving collections efficiency and customer satisfaction.

James City County

Jennifer Tomes

Treasurer