Case Study: Lansing Board of Water and Light Improves Customer Payments and Digital Adoption with Paymentus

How a Utility Provider Transformed Payment Operations to Fuel Company Growth

The Lansing Board of Water and Light, a municipal utility serving over 150,000 customers, sought to modernize its operations and customer service by becoming the "Utility of the Future." Their challenge was to find a flexible and intuitive electronic bill presentment and payment (EBPP) solution that would integrate with their specific processes and drive customer adoption of digital services. They partnered with Paymentus to implement their SaaS-hosted platform.

Paymentus provided a real-time, integrated billing and payment solution that automated workflows and offered customers a user-friendly experience across multiple channels. This implementation led to significant results within 90 days, including a 480% increase in Autopay registrations, a 36% rise in automated phone payments, and a 30% growth in web and mobile portal users. Paymentus helped BWL streamline operations and greatly improve the customer payment experience.

Lansing Board of Water and Light

Bob Perialas

Enterprise Customer Experience Manager