Case Study: Nashville Electric Service boosts payment convenience and digital adoption with Paymentus

Igniting Change Through Modern Payments

Nashville Electric Service (NES), the 11th largest public utility in the U.S., needed to modernize its limited billing and payment systems to enhance customer experience and streamline operations. To overcome the constraints of its legacy provider, NES selected Paymentus as its billing and payment modernization partner.

Paymentus implemented a comprehensive real-time payment platform, which introduced 11 different payment channels including digital wallets, Autopay, and in-person kiosks. This solution led to a 60% increase in online transaction volume, a 48% rise in monthly digital transactions, and a 21% growth in Autopay adoption. For NES staff, the Paymentus Agent Dashboard provided complete transaction visibility, saving multiple hours per week on manual reconciliation and significantly improving operational efficiency.

Nashville Electric Service

Brent Baker

Chief Customer and Innovation Officer