Case Study: EPB of Chattanooga accelerates modern billing and payment adoption with Paymentus

Powering Transformation Through Innovation & Experience

EPB of Chattanooga, an award-winning electric and telecom utility, was facing challenges with its legacy billing and payment provider. The system's limitations, including added fees for new payment methods and rising payment abandonment rates, were interfering with the utility's reputation for innovation and customer service. This prompted EPB to seek a new solution, which they found with Paymentus and its EBPP platform.

Paymentus implemented a holistic billing and payment platform for EPB on an accelerated timeline. The solution expanded digital payment options, added in-store cash pay, and modernized the user experience. The results included an immediate customer adoption of new methods like digital wallets and Pay-by-Text. Paymentus's efforts also helped drive AutoPay enrollment and led to an estimated 60% reduction in payments manually processed by staff, far surpassing the performance of the previous vendor.

EPB of Chattanooga

Karen Thomas

VP Customer Relations