Case Study: UniSource Energy achieves market-leading e-bill adoption with KUBRA

Unisource Energy Achieves Market Leading E-Bill Adoption Rates with a Multi Channel E-Billing Strategy

UniSource Energy, an electric and natural gas provider serving more than 630,000 customers across Arizona, wanted to expand e-bill adoption, improve self-service, and simplify payment processing. With an older consolidator-only e-bill model, multiple vendors, limited customer options, and disconnected systems for call center and online payments, the utility needed a more integrated and flexible approach. KUBRA’s iDoxs® Suite E-Billing Platform and EZ-PAY® On-Demand Payments were used to support this effort.

KUBRA implemented a tightly integrated self-service portal with direct billing and payment capabilities, while also maintaining consolidator connectivity and consolidating reporting, tracking, and payment files into one system. As a result, UniSource Energy added 95,000 Biller-Direct enrollments, reached a 29% overall e-bill adoption rate, grew portal usage to over 200,000 enrolled accounts, reduced call center traffic, and lowered payment processing fees.

UniSource Energy