Case Study: City of Crawfordsville achieves increased self-service and avoids expanding staff with InvoiceCloud

The City of Crawfordsville Avoids Expanding Staff by Switching to Superior Payment Solutions

The City of Crawfordsville turned to InvoiceCloud’s billing and payments platform after a poor online payment experience left its small utility billing office inundated with calls and in-person payments and unable to integrate its former payment system with its CIS. Seeking to avoid hiring additional staff while improving customer self-service, the City of Crawfordsville chose InvoiceCloud to modernize and simplify its payment processes.

InvoiceCloud implemented a seamless integration with the city’s core billing software, added multiple payment options (including Pay‑By‑Phone and AutoPay), and automated payment workflows to create a frictionless experience. As a result, the City of Crawfordsville saw a 100% increase in electronic payment adoption, a 6X rise in paperless enrollment, a 47% boost in AutoPay enrollment, reduced payment‑related call volumes, and increased productivity without adding staff.

City of Crawfordsville

Kiley Cornelius

Billing Administrator