Case Study: City of Madison Heights achieves 263% increase in electronic payments and higher customer satisfaction with InvoiceCloud

Madison Heights Accelerates Online Payment Adoption and Customer Satisfaction

The City of Madison Heights needed to rapidly expand paperless, contactless payment options when COVID-19 closed city buildings and exposed limits in their manual payment posting process, limited electronic channels, and shrinking staff. They engaged InvoiceCloud for an online e-payments/EBPP solution that would integrate with their billing software and provide self-service options for customers.

InvoiceCloud delivered a user-friendly portal, AutoPay and pay-by-phone options, intelligent email/text payment reminders, and seamless integration with the City’s billing system. In year one electronic payments jumped 263% (from 6,710 to 24,360), credit/debit transactions rose 363%, and paperless enrollment increased 68%, resulting in higher payment volume, streamlined processing, and improved customer satisfaction.

City of Madison Heights

Linda A. Kunath

Finance Director/Treasurer