Up until one year ago, the City of Elkhart was processing customer bill payments at the counter by cash, check, money order and ACH. During peak bill cycles, Staff members were faced with larger call volumes and walk-in traffic which resulted in high volumes of processing manual payments. The process was not only time consuming for the limited number of Staff on hand, but financially challenging to maintain as the City was under pressure to reduce internal costs while delivering better services for its Residents.
In an effort to provide on-going superior customer service, the City was keen on extending convenient 24x7 payment options to their residents, which would enable them to pay their bills outside of regular business hours. As residents increasingly requested credit card payment options, and as processing manual payments were time consuming and risked human error, the City decided to find a user-friendly, real-time bill payment solution at no expense to the City which could be fully integrated with existing systems and operations. The City turned to the expertise of Paymentus Corporation after evaluating other Vendors, to provide a secure, full service, integrated 24x7 Real-Time Bill Payment Solution - which would seamlessly integrate with their Tyler Incode Billing System. Residents would be able to pay by credit cards, debit cards and Electronic Checks through an easy 3-Step Online Payment process and by automated IVR (Interactive Voice Response) Phone System. The customer would pay a small service fee for the convenience of using the system.
Expedited payments to the City and faster Collections resulting in approximately $46,000 monthly payments collected over the Paymentus Network and a significant reduction in walk-in traffic and processing manual payments at the counter, by as much as 30%.
"Our goal at The City of Elkhart is to give our customers several avenues to pay their utility bills to make their lives easier, which in turn makes our jobs easier." - Deana Ward, Utility Finance Manager
Our team consists of industry experts who have architected, built, and supported comprehensive payment platforms for some of the largest organizations in North America. With our unique solutions, Paymentus has become one of the fastest growing companies in the billing solution industry. The Paymentus Corporation has headquarters in Charlotte and Toronto, with offices in Atlanta, Santa Fe, and Vancouver. Read more about Paymentus >>