Mount Pleasant Waterworks increases electronic payment adoption with SaaS

The company behind InvoiceCloud says that, since Mount Pleasant Waterworks implemented its solution, the utility has seen a 72% increase in electronic payment adoptions.

May 10, 2023

2 min read

EngageSmart, a payment solutions and customer engagement software company, announced that its online bill payment service InvoiceCloud has helped Mount Pleasant Waterworks (MPW) achieve a 72% increase in electronic payment adoption.

MPW, a water and wastewater utility serving a population of 92,000 in South Carolina, first implemented the service in December 2017. As of March 2023, MPW also reported a 47% increase in paperless enrollment and a 44% increase in AutoPay enrollment.

“InvoiceCloud’s user-friendly solution improved customer engagement, making payments more convenient,” said Kelly Rourk, Mount Pleasant Waterworks Customer Service Process and Data Analyst. “As a result, we’ve seen a rise in digital adoption and self-service rates enabling us to scale back lobby hours, and focus on other priorities like our Customer Care program.”

Prior to adopting the software as a service, MPW struggled with labor-intensive backend processes and growing customer frustration due to poor experiences with previous payment systems.

Now, MPW has been able to offer payment options including AutoPay, Pay by Phone, and digital wallets. MPW reported that self-service options like text-to-pay and scheduled payments helped to decrease shut-off notifications by 20% since MPW started with InvoiceCloud in December 2017. MPW also added that these self-service options helped to reduce delinquencies during that same time frame.