City of Roseville Enjoys Continuous Improvements to Its Digital Payment Experience
BOSTON & ROSEVILLE, Calif.–(BUSINESS WIRE)–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.
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, Customer Care Manager at the City of Roseville. “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.
“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, CEO of InvoiceCloud. “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, Vice President, Sales and Marketing at Cayenta. “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.”
To learn more about the integrated solution, schedule a meeting with the InvoiceCloud team at HCTC 2024 at Booth #F3, October 7-10.
About InvoiceCloud
InvoiceCloud provides modern digital payment, customer engagement, and outbound disbursement solutions. The company services more than 3,250 customers across the utility, government and insurance industries and is a leader in the electronic bill presentment and payment (EBPP) space. InvoiceCloud’s SaaS platform enables continuous enhancements to the customer experience resulting in higher digital payment, AutoPay, and paperless adoption rates. By switching to InvoiceCloud, clients can improve customer engagement and satisfaction while lowering costs, accelerating payments, and reducing staff workloads. To learn more, visit www.InvoiceCloud.com.
About Cayenta
Cayenta, part of the Harris Computer family, has provided CIS and ERP technology for more than 40 years. The company specializes in Customer Information Systems (CIS) and Enterprise Resource Planning (ERP) solutions for the utility industry and municipalities. Cayenta proudly develops, implements and supports our highly flexible software solutions. To learn more, visit https://www.cayenta.com/.
About The City of Roseville
The city of Roseville is in California and is the largest city in Placer County with a population of 140,000. Its community-owned utility office processes payments for more than 70,000 electric, water, waste water, and solid waste customers. To learn more, visit https://www.roseville.ca.us/.
Contacts
Cathy Corwin
Quarter Horse PR
