Brandon Lamb, Senior Director, Client Success
While it may be time to celebrate the holidays, there’s one thing that we at Paymentus celebrate year round: our clients’ successes. 2025 was another amazing year full of wins for the thousands of organizations we serve in terms of cost savings, digital payment adoption growth, customer satisfaction improvements, and platform expansions.
2025 set new performance standards for us all. To exceed these standards, let’s take a look at key learnings from some prominent wins over the past year.
Customers Love Self-Serve Payment Options
American Eagle Financial Credit Union (American Eagle FCU), Connecticut’s largest community credit union with $2.6B in assets, was facing a series of challenges. A lack of self-service features and outdated systems limited its ability to best serve members and maximize operational efficiency.
In particular, the lack of self-serve options meant more staff time spent processing payments, as well as less convenience for members. Migrating to Paymentus Loan Payments not only expanded American Eagle FCU’s options, it also enabled members to pay their favorite way using expanded self-serve channels that included a customer portal, interactive voice response phone system, and AutoPay.
The results speak for themselves. 99.8% of all payments are made via self-serve channels. This includes more than 40% of payments made using AutoPay. The outsized impact has benefitted members and staff alike. Member service representatives now have more time throughout the day to assist members, while members can pay at their convenience.
What’s more, the ability to self-serve has helped promote additional offerings. Members have been quick to adopt both P2P and A2A capabilities, which saw growth of 46% and 15% respectively from January 2024 to June 2025.
Every Area is an Area of Opportunity
CAST is our complimentary, full-service marketing team featuring a dedicated group of adoption specialists, copywriters, graphic designers, strategists, and data analysts. The team is responsible for the creation and delivery of comprehensive marketing campaigns that include:
As one of the largest utility companies in the U.S., Exelon’s fully regulated transmission and distribution utilities have achieved top-quartile or better performance ratings in customer satisfaction. To continue this, the utility sought to improve an often overlooked aspect within billing, payments, and engagement: the call center.
Exelon’s family of subsidiaries deployed Secure Service® IVR and SMS to help achieve PCI compliance, reduce First Call Resolution (FCR) times, and allow customer service representatives to better handle more time intensive duties like handling service-related calls.
“Our agents love Secure Service because it allows them to serve more customers. Customer wait times and call times are both down. It has really been a major win for everyone.”
Nancy McAllister
Business Program Manager, Pepco (Exelon Subsidiary)
Through the use of Secure Service, Exelon’s subsidiaries have achieved full PCI compliance, improved FCR times, and given customers a new way to self-serve by phone. For one subsidiary, the self-serve Secure Service IVR option now accounts for 10% of its payment volumes. Previously, CSRs had to walk these customers through the web portal to assist with a payment. Now, customers can pay at their convenience without CSRs needing to engage in long phone calls.
Modernization + Marketing = Digital Adoption
The Paymentus Client Adoption Success Team (CAST) has long been our not-so-secret weapon in helping our clients drive the growth and usage of their billing and payment solution. Data compiled over several years shows that when supported by a CAST marketing campaign, organizations achieve higher adoption rates versus those who do not market their offerings through CAST.
2025 continued this trend, with CAST setting a record for marketing campaigns launched within the year. Two standout campaigns include Thumb Cellular and the Village of Wellington.
Thumb Cellular modernized its platform by migrating to Paymentus, which enabled the communication service provider to offer an expanded menu of payment options including digital wallets and AutoPay. Working with CAST, Thumb Cellular experienced:
They followed this initial campaign with an incentive campaign (sweepstakes) sponsored by Paymentus. This follow-on campaign produced further results to meet KPIs:
Village of Wellington experienced similar results thanks to a pair of omnichannel campaigns—one “coming soon” and one “now live”. CAST worked to ensure customers were educated on the launch of the new platform, what it offered, and the actions necessary to enjoy a seamless transition. This was also accomplished within a shortened timeline, as coming soon materials were launched one month prior to implementation. In the first three months since launch:
Ready to put 2025’s learnings to work on your 2026 success? Let’s talk! Contact us today to learn more about how organizations like yourself are achieving more with Paymentus. You can also view our full library of success stories to see how your peers are benefitting from Paymentus.
