Case Study: City of Atlanta DWM achieves higher customer satisfaction and staff efficiencies with InvoiceCloud

The City of Atlanta Increases Customer Satisfaction and Staff Efficiencies by Streamlining Payments

The City of Atlanta DWM faced major payment-processing challenges — payments took up to seven days to appear, customer self-service was low, call volume and staff workload were high, and print/mail costs were significant. To address these issues the City turned to InvoiceCloud’s electronic bill presentment and payment (EBPP) platform to deliver real-time payment visibility and a better customer experience.

InvoiceCloud integrated its EBPP solution (seamlessly connecting to the Systems & Software Capricorn portal) to enable real-time payment data, simplified paperless enrollment and a modern self-service experience. Since deployment the City of Atlanta DWM has seen a 614% increase in e-adoption, a 16X jump in paperless enrollment (2,419 to 38,223), 40% of customers setting bill-pay reminders, reduced payment-related calls, higher customer satisfaction, lower print/mail costs and improved staff efficiencies.

City of Atlanta DWM

Vickey Ponder

Senior IT Project Manager