Case Study: City of Lexington, MA achieves 59% higher AutoPay adoption with Paymentus

Marketing & Modernization Exceeding AutoPay Adoption Goals

The City of Lexington, MA, faced challenges with limited payment options and rising postage costs affecting its bottom line for its 22,000 utility customers. To offload payment processing burdens and improve the customer experience, the City switched from its legacy vendor to implement the Paymentus billing and payment solution integrated with Cayenta CIS.

Paymentus provided dedicated support and its complimentary Client Adoption Success Team (CAST) to manage the migration and run an incentive campaign. This multi-channel sweepstakes drove enrollment in AutoPay and paperless eBills, resulting in a 59% increase in scheduled payments and a 91% increase in the monthly average. The initiative also generated an estimated $33,000 in annual savings from paperless adoption and made AutoPay the utility's most popular payment channel.

City of Lexington, MA

Melissa Huitron

Utility Account Manager