EmPRO Insurance Company, a licensed medical liability insurance carrier based in New York State, saw a 211% increase in electronic payment adoption in its first year of going live with InvoiceCloud’s integrated solution. InvoiceCloud, an EngageSmart solution, offers a true SaaS online bill payment solution that is designed to turn one-time e-bill payers into fully engaged self-service customers. In the year following its implementation of InvoiceCloud in May 2021, EmPRO also saw a 7x increase in AutoPay adoption among policyholders.
“The smooth implementation process, excellent customer support, and reduced manual processes have enabled our busy staff to focus on supporting customers in other critical areas.”
EmPRO selected InvoiceCloud’s intuitive solution to improve self-service offerings and expand payment options for policyholders. Through InvoiceCloud, EmPRO policyholders can now pay their insurance bills via digital wallets like PayPal and Venmo, Pay by Text, and Pay by Phone, as well as via traditional methods. The Company has found that these payment options, along with InvoiceCloud’s other easy-to-use features—including scheduled payments, and text and email notifications—have resulted in an improved user experience and increased self-service. And with InvoiceCloud’s customizable resources, EmPRO can run marketing campaigns to encourage customers to utilize its new, flexible payment options.
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The digital experience is further improved for policyholders by InvoiceCloud’s direct integration with Sapiens’ OASIS, the Company’s core billing software. Once invoices are available in OASIS, policyholders are notified through various delivery channels and the invoices are transitioned seamlessly to the InvoiceCloud portal, where they can be reviewed and downloaded.
As a result of the increased e-adoption realized with InvoiceCloud, EmPRO has experienced a decrease in call volumes and manual payments, saving their team time and money that can be reallocated to other important projects. EmPRO reported that the combined InvoiceCloud and Sapiens offering made for a smooth implementation and more efficient user experience for the Company’s employees. Processes that were previously completed manually, including importing Lockbox files and reconciling payment information, are now automated, and payments made on the InvoiceCloud portal are quickly integrated into OASIS, so employees always have access to the latest information.
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“InvoiceCloud transformed our payments process and allowed us to meet the needs of our customers with intuitive, flexible, and convenient payment options,” said EmPRO Insurance Chief Financial Officer Adam Petersen. “The smooth implementation process, excellent customer support, and reduced manual processes have enabled our busy staff to focus on supporting customers in other critical areas.”
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