Case Study: WaterOne boosts electronic payments and reduces call volume with KUBRA

Waterone Gives Print Communications New Life and Purpose with a Document Redesign that Drives Electronic and Recurring Payments

WaterOne, a public water utility serving more than 425,000 residential and commercial customers in Kansas, needed to modernize its aging customer communications. Its print bills and notices had not been updated since 2005, lacked brand consistency, and did not clearly support promotional messaging for paperless billing and online payments. WaterOne partnered with KUBRA and used solutions including KUBRA iDoxs®, KUBRA iMail™, KUBRA EZ-PAY®, and document redesign services.

KUBRA redesigned WaterOne’s customer-facing documents in full color with consistent branding, clearer layouts, and highlighted key information, while also creating space for marketing messages. The new invoice launched in less than four months, with dunning notices following in 10 months. As a result, WaterOne saw a 5% decrease in customer call volume related to invoice questions, along with improved brand consistency and stronger support for electronic and recurring payments.

WaterOne