InvoiceCloud, a leading solution for digital bill payment services, and Cayenta, part of the Harris Computer family providing CIS and ERP technology, recognize the City of Roseville’s achievements of increasing digital adoption rates and attaining continued operational efficiencies as a result of their future-proofed integrated solution.
In November 2017, the City of Roseville implemented a new Customer Information System (CIS), Cayenta, and was in search of a digital payment solution that could seamlessly integrate with its customer self-service portal. As the City’s population expanded, Roseville struggled with a growing volume of utility bills and a difficult user experience for customers and team members. The combination of InvoiceCloud’s digital payment platform and Cayenta’s robust CIS was the ideal solution to address these issues, increase customer satisfaction, and decrease internal workloads. In the first year after going live with the integrated solution, the City of Roseville saw a 113% increase in paperless enrollment and 3.5X increase in AutoPay adoption. This resulted in the City eventually eliminating its lockbox services for processing mailed payments.
Fintech News: Role of Fintech in Enhancing Airline Operations and Customer Experience
Today, the City of Roseville continues to drive incredible results for its staff and utility customers. InvoiceCloud and Cayenta’s cloud-native SaaS solution allows Roseville to continually offer the most up-to-date digital payment experience available, with no lift required from its utility staff. Similar to InvoiceCloud’s other 2,200+ utility customers, Roseville’s positive results have resulted in more on-time payments, fewer days sales outstanding, and fewer disconnects.
“The continuous improvements we’ve experienced with InvoiceCloud and Cayenta’s joint SaaS solution have also come with continuous support from both organizations,” said Andrea Blomquist. “We’ve been able to take advantage not just of their incredible joint solution, but of the additional resources they’ve provided to continuously promote and grow digital adoption for all our customers.”
As of September 2024, the City of Roseville has achieved 55% total paperless adoption and 77% total digital adoption overall since its go-live with InvoiceCloud almost a decade ago. The City also reports a 96% customer satisfaction score as of March 2023 across its over 78,000 utility bill payers—a testament to the true SaaS solution’s ability to adapt to evolving customer preferences. Most recently, Roseville launched a 90% successful paperless enrollment initiative, which drove over 9,000 customers to sign up for digital billing. Driving these levels of digital adoption has resulted in cost savings of over $100k since implementing paperless initiatives in 2022 and allowed the City to upskill staff members that were previously focused on billing and payments to instead work on Roseville’s data analytics team.
Fintech News: New Oracle Cloud Service Helps Banks Quickly Identify Financial Crime Risk
“Our success is a direct reflection of the success of our customers, and for many years we’ve watched the City of Roseville launch incredible initiatives and leverage our technology to reach its operational efficiency goals time and again,” said Kevin O’Brien. “Our ability to grow and innovate alongside Cayenta is a testament to our collaboration and joint commitment to the clients we serve.”
“Cayenta and InvoiceCloud have a shared commitment to deliver exceptional customer experience, especially as utilities require innovative solutions to increase program adoption and customer satisfaction,” said Jeremy Schultz. “The City of Roseville’s successes to date, all without the burden of implementing new software, is proof of that commitment, and we look forward to continuing to deliver on that promise.”
Fintech News: Top 10 Strategies How A Data Platform Works For Google Backup And Recovery
To share your insights with the FinTech Newsroom, please write to us at news@intentamplify.com
