The Greater Johnstown Water Authority (GJWA) has partnered with InvoiceCloud, an EngageSmart solution for online bill payment solutions, to launch an enhanced online billing and payment system for GJWA customers. The new online payment portal launched on November 15. GJWA customers who wish to register for online bill payment and other convenient payment options and scheduling features .
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“I’d love it if we could get all 25,000 of our customers to use the online payment portal”
Currently, 4,000 of the GJWA’s 25,000 customers are enrolled to pay their bills online every month. The water utility brought on InvoiceCloud to provide a more user-friendly bill payment and management system and is confident that the secure, cloud-based InvoiceCloud platform will help inspire more customers to migrate from mail, in-person, and live phone payments to paying online. The new system from InvoiceCloud includes the ability to set up monthly AutoPay payments using a credit card, debit card or ACH and to pay water bills via online, text, or phone. It also includes the ability to schedule payments on specific dates of the month. Under the previous system, only customers who had opted in for ACH withdrawals for online payments had access to the AutoPay option, and direct pay by text and phone options were not available.
“Not only is online payment more secure and cost-effective than making payments via a paper check that is then either mailed to us or dropped off in person, but it also gives everyone at the Water Authority more time to focus on customer needs,” said GJWA Assistant Manager Melissa Radovanic. “Johnstown has experienced significant real estate growth in the last 18 months as more people choose to live further from the city and closer to the outdoors. Keeping up with customer demand and with the digital-first expectations of both new and existing residents is essential. InvoiceCloud is helping us to do exactly that.”
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When it comes to in-office foot traffic, busy days at the beginning of the month can mean hundreds of people visit the office to pay their bills, ask about their account, or other similar requests that could be resolved via the online portal. Efficiency of resources for the Greater Johnstown Water Authority, convenience and satisfaction, and public safety in regard to the spread of COVID-19 are all concerns top of mind for the GJWA.
“I’d love it if we could get all 25,000 of our customers to use the online payment portal,” said Radovanic of GJWA. “Our partnership with Invoice Cloud provides features easy enough to use on a smartphone.”
Key features of GJWA’s new online payment portal from InvoiceCloud include email reminders for customers when a bill is ready, once payment has been scheduled, and confirmation of payment; the ability to view up to two years of payment history; and the option to Pay by Text. To keep water rates and service fees reasonable, customers who choose to pay online with a credit or debit card will be charged a 2.75% convenience fee and $1.49 for e-check or ACH.
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