- 34% increase in digital and IVR transactions in first four months with Paymentus
- 256% increase in scheduled payments
- 213% increase in SMS payments
The Challenge
For residents and staff of the Village of Wellington, the limitations offered by the legacy billing and payment provider impacted everything from satisfaction to efficiency. Under the old system, it often took 13 clicks to make a payment online, while staff were unable to track AutoPay users and payments. The Village of Wellington turned to Paymentus to help transform its capabilities and deliver a best-in-class experience for all. However, the dire need for a rapid implementation necessitated both close collaboration and marketing support to ensure the immediate adoption of Wellington’s new payment methods and channels.
The Solution
In less than four months, Paymentus implemented the new Village of Wellington billing and payment platform, in spite of Hurricane Milton. The platform drastically reduced the clicks needed to make an online payment and introduced new payment methods that included PayPal, PayPal Credit, Venmo, Apple Pay, and Google Pay digital wallets, as well as Visa, Mastercard, Discover, and American Express, 24-hour interactive voice response, AutoPay, and Pay-by-Text.
While a tight implementation window presented a major hurdle for both teams, driving immediate usage of the new platform was the final barrier to success for both Wellington and Paymentus. AutoPay was particularly important. Due to its legacy provider, Wellington was unable to migrate its customer data, meaning all AutoPay users had to re-enroll within the new system. To prevent this from becoming an issue, Wellington tapped the Paymentus Client Adoption Success Team (CAST).
