In response to shifting customer expectations and the evolving landscape of customer experiences, utility providers are reimagining their operational strategies. This case study presents the transformative journey of a Midwest regulated utility, demonstrating its proactive approach to embracing digital transformation within its payment and billing processes. The utility's strategic evolution encompasses key transitions, including digitizing payment and billing for a more convenient and customer-centric experience.

Headquartered in Madison, Wisconsin, this utility provides regulated electric and natural gas services to a substantial customer base in the Midwest. Their mission is to deliver energy solutions and exceptional service responsibly. With the deployment of the iPaySmart AI-Powered Digital CX Payment Platform, they've empowered nearly 400,000 customers to manage billing and payments effortlessly, offering features like recurring payments, payment extensions, and tailored payment arrangements.

This innovative solution has streamlined operations, reduced inefficiencies, and achieved significant customer adoption, with over 10 million transactions processed. The case study delves into the details of this trailblazing digital evolution and the business impact it has generated, including substantial cost savings and improved customer engagement.