Case Study: Kissimmee Utility Authority boosts digital payments and self-service with Paymentus

Reducing Costs with Advanced Payments and a 67% Increase in Scheduled Payments

Kissimmee Utility Authority (KUA), a utility provider for over 90,000 customers, needed a modern billing and payment partner to meet evolving consumer expectations. Their challenge was to expand digital payment options, integrate separate customer portals for payments and energy usage, and reduce the high volume of service calls for routine requests. To address this, KUA again partnered with Paymentus, building on their existing electronic bill payment solution.

Paymentus seamlessly integrated its billing and payment solution into a third-party analytics portal, creating a one-stop hub for customers. This provided new self-service options for payment extensions and start/stop transfers, alongside advanced payment methods like Walmart Bill Pay, PayPal, and Amazon Pay. The results were significant: a 399% growth in overall transactions, a 67% increase in scheduled payments, and the avoidance of nearly 2,000 calls per month, which reduced costs and increased on-time payments for KUA.

Kissimmee Utility Authority

Jef Gray

Vice President of Information Technology