Case Study: City of Tallahassee modernizes customer service and operations with Itineris UMAX

City of Tallahassee boosts electronic bill payments 82% with Itineris

The City of Tallahassee, a major multi-service municipal utility, needed to replace its aging on-premise customer information system to better serve its 106,000+ accounts. They sought a technology partner that could not only meet but exceed customer expectations with a modern system possessing a 'wow' factor. After a competitive process evaluating 14 vendors, they selected Itineris and its UMAX solution.

Itineris implemented its cloud-based UMAX CIS and Customer Self-Service System. The solution delivered significant results, including a 36% reduction in back-office tasks, over 40,000 customer self-service sign-ups in the first month, and an 82% increase in electronic bill payments. The implementation also drastically improved operational efficiency, cutting manual service orders by 45% and reducing CSR training time from four weeks to two.

City of Tallahassee