City Utilities of Springfield (CU) is a progressive, community-owned utility in southwest Missouri and has served over 111,000 customers since 1945 with electricity, natural gas, water, broadband, and public transportation services.
Challenges:
- Long wait times for cash customers at payment centers, which often resulted in frustration and inconvenience.
- Security concerns associated with cash payments left in dropboxes, posing risks to both the customers and the utility company.
- Delayed payment postings leading to late penalties and the potential for dangerous shutoffs of essential services for residents.
Approach:
- Implement kiosks for 24/7 self-service cash, card, and check payments.
- Install two through-wall kiosks, three indoor kiosks at the payment center, and one kiosk at the bus transfer station.
- Integrate kiosks with Revenue Management.
- Customize kiosks with CU’s branding and logo to build trust with customers.
Outcome:
The implementation of self-service payment kiosks has provided CU customers with greater bill pay convenience and flexibility by accepting payments 24/7.
- 100% of walk-in customers pay on kiosks
- 51 seconds average transaction time for cash/card/check
- 59% of customers pay in cash on the kiosks
- 40% of kiosk payments are made outside of business hours
It's very reliable, 24/7 self-service technology. It eliminates our very long lines in the lobby so all of our customers are very happy about that, including our Customer Service Representatives because they don't have that pressure anymore. Customers are in control of the interaction and so they have some sense of discretion.
Lisa Vandaveer
Customer Services Supervisor