Case Study: Cobb County Water System reduces costs and boosts self-serve payments with Paymentus

Reducing Costs. Increasing the Use of Self-serve Payment Methods by 80%

Cobb County Water System, a water utility provider in Georgia, faced operational complexity and a poor customer payment experience due to disparate systems. Their previous provider offered limited capabilities, so they sought a complete solution to increase security and streamline billing and payments.

Paymentus implemented its modern payments platform for Cobb County. The solution included an upgraded autopay experience, a secure IVR system, and action-driving notifications. This led to an 80% increase in self-serve payments, a 3.5x increase in proactive scheduled payments, and a 50% decrease in past-due service shut-offs, significantly reducing operational costs.

Cobb County

Kathy Nguyen

Customer Service Division Manager