Case Study: Austell Natural Gas boosts self-service payments with Paymentus

How a Modern, Customer-Centric Payments Platform Helped Propel One Company’s Decision Not to Reopen Offices

Austell Natural Gas System, a utility provider in Cobb and Douglas counties, faced the challenge of modernizing its operations and closing its physical offices during the pandemic. They needed to quickly implement a comprehensive digital billing and payments solution to support remote work and improve customer self-service. They partnered with Paymentus to deploy a modern, PCI-compliant online payment portal.

Paymentus implemented a mobile-first payment portal that introduced new digital payment options and in-person pay-at-retail alternatives. The solution also included critical communication tools like automated notifications. This resulted in an 18x increase in payments through the self-serve portal, an 85% customer response rate on past-due notices, and a significant reduction in collection accounts, saving the company considerable time and money.

Austell Natural Gas

Josh Bowling

Special Projects Liaison