Case Study: LG&E and KU boost self-serve bill payments with Paymentus Secure Service SMS

Transforming Customer Service with Secure Text Payments

Louisville Gas and Electric Company (LG&E) and Kentucky Utilities Company (KU) partnered with Paymentus to enhance their self-serve bill pay capabilities. Their challenge was to offer more secure and convenient digital payment options to their 1.3 million customers while reducing internal manual processes and PCI-compliance burdens.

Paymentus implemented its Secure Service SMS solution, a text-based system that sends customers a secure link to pay their bills. This addition provided nearly ten different self-serve payment methods. The results were significant, with KU seeing a 275% increase in adoption of the new service within 90 days. The utilities also saved their teams an estimated hour per day in customer service time, leading to thousands in savings and further solidifying their high customer service rankings.

Louisville Gas and Electric Company (Lg&e) and Kentucky Utilities Company (Ku)

Katherine Bullock

Manager Revenue Strategy & Collection