Truckee Meadows Water Authority Stabilizes Rates for Customers by Driving Operational Efficiencies with InvoiceCloud

Truckee Meadows Water Authority (TMWA), a not-for-profit, community-owned water utility, announced the results of implementing InvoiceCloud, an EngageSmart (NYSE: ESMT) solution for online bill payment services. TMWA achieved $175,000 in annual operational efficiencies by driving e-adoption, enabling the utility to offset rising costs and stabilize rates for customers.

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TMWA has approximately 250 employees and serves over 135,000 customer accounts spanning a service area of 170 square miles. Prior to implementing InvoiceCloud’s digital engagement and payment solution, TMWA was using multiple payment vendors and systems that did not communicate with each other. Customers were frustrated with the lack of payment options and difficult user experience. To remove friction in the payment process and streamline all payment channels under one solution, TMWA adopted InvoiceCloud’s true SaaS billing, payment, and customer engagement solution.

Working together with its customers, TMWA drove digital self-service through a 22% increase in AutoPay adoption and a 20% decrease in mailed in payments in its first year with InvoiceCloud, as well as a 3x increase in paperless enrollment in the past year (measured Oct. 2021 through Oct. 2022). With the significant decrease in operational expenses, optimization of staff workload, and increase in overall savings, TMWA was able to apply the resources saved towards stabilizing rates for customers, even amid an industry-wide rise in rates. InvoiceCloud’s digitized billing and payments process saves employees and customers time and money by helping to reduce paper costs and late payments. With increased self-service options, customers are able to make payments and self-manage their utility account in the ways most convenient to them. This, in turn, frees-up 25 hours of TMWA staff time per month that can now be used on high-impact community projects.

With InvoiceCloud, TMWA customers have expanded access to a variety of payment methods including online billing, AutoPay, pay by mail, pay by phone, and more.

“The user experience with InvoiceCloud is night and day compared to our previous systems, and our staff has gained valuable time back in the day to focus on other operational tasks,” said Marci Westlake, Customer Service Manager at Truckee Meadows Water Authority. “Keeping customers happy is TMWA’s number one priority, and InvoiceCloud helps make that happen.”

For more information on Truckee Meadows Water Authority’s experience with InvoiceCloud, check out their story here.

About Truckee Meadows Water Authority:

Truckee Meadows Water Authority is a not-for-profit, community-owned water utility, overseen by elected officials and citizen appointees from Reno, Sparks, and Washoe County. TMWA has 258 employees serving over 135,000 customer accounts spanning a service area of 170 square miles.

About InvoiceCloud:

InvoiceCloud, an EngageSmart solution, is a leading provider of online bill payment services. Founded in 2009, the company has grown to be one of the leading disruptors in the cloud-based electronic bill presentment and payment (EBPP) space, helping institutions put customer experience first. By switching to InvoiceCloud, clients can improve customer engagement, loyalty, and efficiency while reducing churn and missed payments in the process. To learn more, visit www.InvoiceCloud.com.

About EngageSmart:

EngageSmart is a leading provider of vertically tailored customer engagement software and integrated payments solutions. At EngageSmart, our mission is to simplify customer and client engagement to allow our customers to focus resources on initiatives that improve their businesses and better serve their communities. EngageSmart offers single instance, multi-tenant, true Software-as-a-Service (“SaaS”) vertical solutions, including SimplePractice, InvoiceCloud, HealthPay24 and DonorDrive, that are designed to simplify our customers’ engagement with their clients by driving digital adoption and self-service. As of September 30, 2022, EngageSmart serves 94,500 customers in the SMB Solutions segment and 3,300 customers in the Enterprise Solutions segment across several core verticals: Health & Wellness, Government, Utilities, Financial Services, Healthcare and Giving. For more information, visit www.engagesmart.com and follow us on LinkedIn.

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