Case Study: Indianapolis Power & Light Company reduces payment lines with KUBRA self-service kiosks

Indianapolis Power & Light Company - Customer Case Study

Indianapolis Power & Light Company (IPL), a utility serving more than 480,000 customers in central Indiana, needed a better way to handle in-person bill payments. Customers visiting IPL’s Customer Service Center faced long lines, limited payment hours, and frustration with the need for a more convenient walk-in payment option. KUBRA helped address this challenge with its EZ-PAY Self-Service Kiosk solution.

KUBRA deployed four self-service kiosks for IPL—two indoor and two outdoor—expanding payment options to include credit and debit cards alongside cash, check, and money order. The kiosks enabled 24/7 payment availability, reduced wait times, and freed customer service staff for other needs. In the first six months, the kiosks handled more than 19,500 transactions and $2.6 million in payments, while adding about 360 new users per week and driving real-time payment posting and higher customer satisfaction.

Indianapolis Power & Light Company