City of Roseville Transforms Digital Payment Experience
In recent years, the City of Roseville has made remarkable strides in enhancing its digital payment systems. Through the partnership with InvoiceCloud and Cayenta, the city has implemented an integrated solution that allowed for significant improvements in customer satisfaction and operational efficiency.
Challenges Faced by the City of Roseville
As Roseville’s population grew, the City faced challenges associated with increasing utility bills and the need for a more user-friendly payment experience. The existing customer information systems required updates to cope with the rising demands. This led the city to seek a modern digital payment solution that would integrate seamlessly with their customer self-service portal.
A Partnership for Progress
In November 2017, the City of Roseville adopted Cayenta for its Customer Information System (CIS) and began exploring digital payment options. After thorough evaluation, they chose InvoiceCloud's payment platform, allowing for cohesive integration between the systems. This partnership was pivotal in addressing the challenges the City faced.
Remarkable Results Post-Implementation
After launching the integrated solution, the City saw an impressive 113% increase in paperless enrollment and a staggering 3.5 times increase in AutoPay adoption during the first year. These improvements allowed the City to phase out traditional lockbox services, resulting in substantial operational savings.
Continuous Improvements and Support
Fast forward to the present, the City of Roseville continues to reap the benefits of this innovative technology. The collaborative cloud-native solution between InvoiceCloud and Cayenta enables ongoing enhancements in the digital payment landscape. This adaptable approach means that utility staff are often unburdened by day-to-day operational complexities, allowing them to focus on more strategic initiatives.
The Voice of Leadership
“The continuous improvements we’ve experienced with InvoiceCloud and Cayenta’s joint SaaS solution have also come with continuous support from both organizations,” expressed Andrea Blomquist, Customer Care Manager at Roseville. Her appreciation for their proactive support highlights the strength of their partnership.
Customer Satisfaction Soars
As of recent reports, the City has achieved noteworthy figures, with 55% total paperless adoption and an impressive 96% customer satisfaction score among over 78,000 utility ratepayers. These results are a testament to the effectiveness of the integrated system and its ability to adapt to customer needs. The city’s recent paperless enrollment initiative further showcased its success, drawing over 9,000 customers to digital options.
Driving Cost Efficiency
Thanks to the digital transformation initiative that began nearly a decade ago, the City of Roseville has reported cost savings exceeding $100,000 since rolling out paperless services in 2022. This financial efficiency has allowed the city to reallocate resources and upskill staff members previously engaged in manual billing processes.
Looking Ahead
Kevin O’Brien, CEO of InvoiceCloud, noted that the successes of the City of Roseville mirror the company’s commitment to delivering solutions that empower customers. “Our success is a direct reflection of the success of our customers,” he said. “We look forward to continuing these successful initiatives and innovations.”
Jeremy Schultz, Vice President of Sales and Marketing at Cayenta, emphasized the joint commitment his company shares with InvoiceCloud. Together, they aim to deliver exceptional customer experiences while meeting the evolving needs of utility clients.
About InvoiceCloud
InvoiceCloud focuses on providing innovative digital payment solutions designed to enhance customer engagement and streamline payment processes across various industries, including utilities, government, and insurance. With a client base of over 3,250 organizations, their reputation as a leader in electronic bill presentment showcases their dedication to improving the customer experience.
About Cayenta
Cayenta stands as a trusted provider of CIS and ERP technologies for the utility sector, boasting over four decades of expertise. Their flexible software solutions are tailored to meet the unique challenges and requirements of municipalities and utilities.
About The City of Roseville
As the largest city in Placer County, Roseville serves a community of 140,000 residents. Their community-owned utility office effectively manages payments for over 70,000 customers in electric, water, and waste management services.
Frequently Asked Questions
What improvements has the City of Roseville made in digital payments?
The City has significantly increased paperless and AutoPay enrollments, improving customer satisfaction and operational efficiencies.
How does the partnership with InvoiceCloud and Cayenta enhance service delivery?
This partnership offers an integrated solution that reduces workload and enhances the payment experience for customers.
What is the current customer satisfaction rate in Roseville?
Roseville reports a remarkable 96% customer satisfaction score among utility payers.
How much has Roseville saved through its digital initiatives?
Since the implementation of paperless services in 2022, the city has saved over $100,000.
What roles do InvoiceCloud and Cayenta play in this success?
Their collaboration has led to a future-proofed digital payment solution that adapts to the needs of consumers and improves overall service quality.
