Rising Costs and Staff Burden from Manual Processes
The internal costs of an outdated billing environment were manifold. Staff had to invest significant time in collections and customer service, much of which involved answering payment-related queries, correcting manual entry errors, and troubleshooting account discrepancies. Without automation or real-time visibility, tasks like reconciling payments or following up on delinquent accounts became unnecessarily complex and time-consuming.
Additionally, the burden of maintaining PCI compliance fell on the co-op’s internal IT team, which was tasked with ensuring secure handling of payment data while managing patches, security audits, and monitoring risks—all of which detracted from other essential duties. These cumulative inefficiencies led to increased operational costs, prolonged workflows, and frequent call center backlogs, ultimately diminishing the customer experience.
Searching for a Modern, Secure Billing Experience
Realizing that the payment system was their most frequent point of contact with customers, the cooperative prioritized modernizing the billing experience. Their goal was clear: reduce internal burdens, improve customer satisfaction, and secure sensitive data—all without disrupting their existing core billing system.
Rather than opt for just any digital solution, the organization sought one that could integrate seamlessly with their Customer Information System (CIS), already provided by Milsoft Utility Solutions. This compatibility was crucial, as replacing or retrofitting core systems would have meant prohibitive costs and complex transitions. They needed a solution that would function in harmony with their current environment while bringing in modern capabilities.
The Benefits of Cloud-Based Digital Payments
Cloud-based billing and payment platforms presented a promising option. These systems offer a streamlined alternative to traditional, in-house data management by handling compliance, providing regular security updates, and ensuring fast, reliable transactions. Such platforms reduce the burden on IT teams while minimizing organizational exposure to cybersecurity risks.
One of the biggest advantages of adopting a cloud-native system was the ability to offload the responsibility for PCI compliance. This meant fewer internal audits, lower risk of breaches, and assurance that industry standards would always be met. These benefits, combined with features like real-time payment processing and self-service portals, promised a transformative experience both for staff and the end user.
Implementing Change Without Disrupting Operations
Finding the right platform that aligned with operational needs and technical architecture was only the first step. Implementing the system required coordination between departments, integration with existing software, and buy-in from staff. Because the platform offered seamless integration with the co-op’s current CIS, the transition was smoother than anticipated.
The new system brought a host of features that changed the landscape of billing and payments. These included:
- Self-service portals for customers to manage their payments and preferences
- Automated payment reminders and confirmations
- Enhanced mobile payment options, including text-to-pay and scheduled payments
- Secure handling of payment data without exposing the utility’s internal systems
The cooperative also benefited from real-time reporting and analytics, allowing them to monitor trends, track adoption, and make data-informed decisions quickly. For the first time, they had a comprehensive view of billing operations from a single platform, with actionable insights that could guide strategic planning.
Early Indicators of Success
Not long after the digital system was implemented, signs of progress became apparent. Customers began to adopt the self-service features, leading to a noticeable decline in the volume of payment-related calls. Paper billing decreased as more users shifted to digital notifications and online payments.
Staff time was reallocated from manual reconciliation to more strategic tasks, such as customer engagement and system improvements. The IT team, freed from the responsibility of maintaining compliance standards internally, could now focus on broader cybersecurity initiatives and infrastructure development.
Perhaps most impressively, the cooperative reported a 40% reduction in in-person payments, a metric that signaled both a shift in customer behavior and a success in user experience design. Members now had the tools they needed to manage payments on their own time, without having to physically visit a location or wait in line.
A New Era of Utility Engagement
When utility companies modernize their systems, the benefits extend well beyond speed and convenience. They transform internal workflows, improve financial performance, and elevate staff morale. After deploying a modern, cloud-based billing and payment system integrated with its existing customer information system, a North Carolina-based cooperative utility experienced sweeping improvements, most notably, a 40% reduction in in-person payments.
While the reduction itself was significant, its broader impact on operational efficiency, cost structure, and service delivery proved even more valuable.
Minimizing Front Office Traffic and Increasing Staff Productivity
Reducing in-person payments immediately relieved the front office of routine and time-consuming interactions. Employees were no longer required to spend hours accepting payments, managing receipts, or answering redundant billing questions. Instead, they were reallocated to strategic areas—assisting customers with more complex needs, educating members on new tools, and improving service responsiveness.
Call centers also felt the difference. With more customers using digital channels, phone-based payment queries declined. This change allowed call center agents to engage more thoughtfully with each interaction, shifting from reactive responses to proactive support.
Reducing Print and Mail Expenses
The shift to digital self-service significantly reduced the cooperative’s reliance on printed statements and mailed bills. As more members opted for paperless billing, the organization cut postage, printing, and paper handling costs. What once seemed like small, routine expenses quickly translated into substantial long-term savings.
The decrease in mailed reminders and late notices also contributed to a leaner operation. Real-time digital alerts kept customers informed and accountable, reducing the administrative costs traditionally associated with overdue accounts and manual collections.
Building Customer Trust Through Seamless Experiences
By introducing an intuitive self-service portal and modern digital options, the cooperative made bill payments easier and more accessible for every demographic. Customers could pay anytime, from any device, without waiting in line or making phone calls. This flexibility helped busy professionals, elderly residents, and members in rural areas manage their accounts more efficiently.
Members gained visibility into their billing history, usage patterns, and payment statuses—all in real time. These enhancements not only improved satisfaction but also fostered transparency and trust between the utility and its members.
Strengthening Data Security and Compliance
One of the most pressing concerns for the utility prior to modernization was data security. Hosting sensitive customer information on internal servers made them vulnerable to breaches and placed the full burden of compliance on internal IT staff.
By moving to a modern digital system with built-in compliance measures, the utility dramatically reduced risk. The new platform provided encryption, automatic security updates, and adherence to payment industry standards, taking the pressure off internal teams and reducing the organization’s exposure to cyber threats.
Reinforcing Value Without Disrupting the Core System
A major success factor in the utility’s transformation was maintaining its existing billing system, Milsoft Utility Solutions. Instead of a complete system overhaul, the digital solution integrated directly with Milsoft, avoiding downtime, retraining challenges, or data migration errors.
This strategic integration preserved institutional knowledge and workflows while bringing new functionality to the forefront. It allowed the utility to remain agile and responsive without disrupting operations.
Preparing for the Next Phase of Growth
The efficiencies gained from reduced in-person payments, lower administrative costs, and improved customer experiences positioned the cooperative for future growth. With more time, resources, and digital engagement in place, the organization could begin exploring:
- More sophisticated analytics to inform operational decisions
- Broader community outreach through digital education
- Integration of mobile alerts for outages and maintenance updates
- Greater personalization in customer communication and service
The modernization of the payment system was not just a technical upgrade—it marked a pivotal shift in how the utility engaged with its members and managed its resources.
A Turning Point for Member Interaction
As utility providers modernize operations, the most profound shifts are often seen not only in internal workflows but also in the way customers respond and engage. For the North Carolina-based cooperative utility that transitioned to a digital billing and payment solution, the transformation in customer behavior marked a pivotal turning point.
Where manual payment methods had once dominated the landscape, members now began embracing self-service, mobile access, and real-time communication. These behavioral shifts were not accidental; they were the result of carefully implemented tools, frictionless user experiences, and a renewed focus on meeting customer needs where they are—online, on their devices, and on their own time.
Encouraging Self-Service Through Simplicity
At the heart of the cooperative’s digital transformation was a set of user-centric features designed to encourage autonomy. The utility’s new system allowed customers to manage their billing experience independently—viewing usage data, downloading bills, making one-time payments, and setting up auto-pay from any device.
The simplicity and accessibility of these tools were crucial. No learning curve. No complicated log-ins. No unnecessary steps. For users, the value was immediately evident. The convenience of avoiding physical visits and the ability to resolve billing concerns 24/7 created an immediate incentive to switch from in-person interactions to digital engagement.
This rise in self-service reduced the need for call center interventions and in-person visits, allowing staff to allocate time to tasks that truly required their expertise. The feedback loop was positive: as the utility made things easier, customers participated more actively.
Mobile Optimization and Pay-by-Text Adoption
The cooperative understood that mobile optimization wasn’t optional—it was essential. A significant portion of their member base used smartphones as their primary access point to the internet. Recognizing this, the payment experience was optimized for mobile, and mobile-responsive design became the default.
Among the most widely adopted features was pay-by-text functionality. This gave members the ability to receive billing alerts via SMS and make payments in just a few taps. The immediacy of the feature helped reduce late payments and elevated customer satisfaction. It eliminated the friction associated with traditional methods and catered to members who preferred quick, on-the-go solutions.
The success of this feature became a cornerstone in the utility’s effort to bridge the digital divide, especially in communities where internet access may be limited but smartphones are common.
Building Trust Through Real-Time Transparency
Another major behavioral shift came through the transparency offered by the digital platform. Members could now see detailed billing breakdowns, payment histories, and due dates in real time. By empowering users with this level of visibility, the cooperative increased trust in the billing process.
Rather than calling to inquire about charges or discrepancies, members could log in and explore the data themselves. This not only streamlined support but also cultivated a sense of control and clarity among users. It reinforced the idea that the utility was not just a service provider, but a partner in energy management.
Members who once felt unsure about billing cycles or usage patterns now had tools to track their behavior and make informed decisions. The system provided usage analytics and payment forecasts, encouraging smarter consumption and budgeting.
Digital Engagement Across Generations
While younger members quickly adopted digital tools, the cooperative made it a priority to onboard older demographics as well. They developed community-focused outreach strategies that included step-by-step guides, customer service support for setting up accounts, and educational campaigns through newsletters and emails.
Workshops at local community centers and senior facilities were held to demonstrate how to use the online portal, sign up for auto-pay, or receive paperless billing. These efforts paid off: digital engagement saw increases across all age groups, debunking the myth that older users wouldn’t adapt.
By making digital services inclusive, the utility ensured no member was left behind in the modernization process. It also reinforced its commitment to accessibility, a key value of cooperative utilities.
Reducing Delinquencies and Missed Payments
With payment reminders, due-date notifications, and auto-pay functionality built into the system, payment compliance improved almost immediately. Members were less likely to forget payment deadlines because the platform kept them informed through multiple channels—email, SMS, and push notifications.
Auto-pay adoption surged, particularly among members with consistent billing amounts. As a result, the utility saw a noticeable drop in late payments and associated collection efforts. This also had a secondary effect: reduced call center volume from members disputing late fees or requesting extensions.
By making it easier to pay on time, the cooperative created a billing environment that supported financial responsibility without needing aggressive follow-ups.
Elevating the Utility’s Digital Reputation
As members interacted more with the digital platform, the cooperative began to develop a reputation for being technologically progressive. This perception had real benefits: community members began to view the organization not as a slow-moving public service entity, but as a nimble, responsive institution adapting to 21st-century needs.
This shift in perception encouraged more positive customer interactions. Members started providing constructive feedback, suggesting new features, and participating in surveys. The cooperative gained not only trust but insight, using customer feedback to prioritize future improvements and enhancements.
Digital adoption became a shared journey rather than a forced transition, reinforcing loyalty among members who felt heard and supported.
Enabling Data-Driven Engagement Strategies
The move to a digital platform also provided the cooperative with valuable data on customer behavior. They could now track payment patterns, peak usage times, preferred communication channels, and even platform engagement rates. This allowed the utility to develop targeted outreach strategies.
For instance, users who hadn’t activated paperless billing were sent tailored messages highlighting its benefits. Members with irregular payment patterns received reminders and options to enroll in auto-pay. Customers are most responsive to SMS, receiving critical notifications via text rather than email.
These data-driven tactics improved the effectiveness of outreach and increased adoption of underutilized features. In short, the digital system became a two-way street: while customers benefited from more convenience, the utility gained powerful insights that informed smarter engagement.
Supporting Vulnerable Populations
Beyond general convenience, the digital transformation also allowed the cooperative to better support vulnerable or underserved populations. Through flexible payment options, extended grace periods, and easier access to usage data, members facing financial hardship were better equipped to manage their bills.
The system’s flexibility in scheduling payments and the ability to set up installment plans helped ease pressure on families during difficult months. These tools, once available only through time-consuming customer service calls, could now be accessed with a few clicks, offering dignity and independence to those who needed it most.
Cultivating a Digital Culture Within the Organization
It wasn’t only the members who underwent behavioral shifts—the utility’s staff also experienced a cultural transformation. With reduced administrative burdens and more user feedback at their fingertips, employees adopted a more data-aware, customer-first mindset.
Training programs began to focus on digital tools, customer experience best practices, and proactive problem-solving. Departments once focused on process execution started collaborating more closely with IT and communications teams to ensure member satisfaction.
This internal alignment fostered a culture of innovation and shared ownership of the digital journey.
Lessons in Behavior Change and Long-Term Impact
Encouraging behavior change is never easy, especially in essential services like utilities, where users often prefer the status quo. But the cooperative’s success shows that change is possible when organizations prioritize ease of use, transparency, and inclusion.
By creating a digital ecosystem that catered to real customer needs, the utility didn’t just implement new technology—it reshaped the entire dynamic between service provider and member.
And as customer expectations continue to evolve, the cooperative is now better positioned to stay ahead, ready to adapt, listen, and respond with agility and purpose.
Laying the Groundwork for Long-Term Transformation
Digital transformation is not a one-time event—it’s a foundation for continuous improvement. After modernizing its billing and payment infrastructure, a cooperative utility based in North Carolina found itself in a stronger position to tackle future challenges with agility, security, and community focus.
With a secure, cloud-based system in place and customer behavior already shifting toward digital adoption, the cooperative began looking beyond billing to see how the new digital momentum could support wider organizational goals. What started as an effort to streamline payments quickly evolved into a springboard for innovation across all facets of utility operations.
Leveraging Digital Infrastructure for Grid Modernization
An upgraded billing system that integrates with cloud technology offers far more than just financial efficiency. It also paves the way for smarter infrastructure planning and energy management. By digitizing the customer experience and centralizing usage data, the utility gained new visibility into demand patterns, peak usage hours, and customer preferences.
This data, when aligned with grid analytics and advanced metering infrastructure, enables better load forecasting, outage response, and even demand-side management. The cooperative began exploring opportunities to leverage insights from digital billing to inform future investments in grid upgrades, renewable integration, and smart home services.
With members already acclimated to digital tools, the cooperative had a ready audience for advanced programs such as time-of-use rates, home energy monitoring, and real-time outage notifications.
Expanding Mobile and Text-Based Services
The success of mobile payments and text alerts created new demand for expanded SMS-based services. Recognizing that mobile engagement offered the highest open and response rates, the utility began planning to integrate additional services into this channel.
These included outage alerts, planned maintenance reminders, and energy conservation tips—sent directly to members’ mobile devices. This allowed the cooperative to maintain direct, personal lines of communication while continuing to reduce reliance on paper and phone-based support.
Mobile-first communication also helped reach members in remote or underserved areas who may not have reliable internet access but could receive and respond to texts.
Supporting Environmental and Sustainability Goals
Digitization also aligned closely with the cooperative’s environmental commitments. With fewer in-person payments, less paper billing, and reduced travel to service locations, the utility lowered its operational carbon footprint significantly.
In addition, by giving members real-time access to usage data and payment trends, the utility empowered them to make smarter decisions about energy use. The cooperative began developing educational materials and targeted campaigns to encourage members to lower consumption during peak hours or participate in voluntary energy reduction programs.
These sustainability efforts further cemented the cooperative’s reputation as a responsible, community-first organization that doesn’t just provide power but also works collaboratively to protect shared resources.
Enabling Scalable Community Outreach
Previously, member engagement efforts were often limited by staff capacity and physical constraints. Events had to be local. Flyers had to be printed. Support had to be delivered face-to-face. But the new digital framework allowed for scalable outreach—through webinars, email campaigns, and mobile alerts.
The utility launched digital tutorials on setting up online accounts, webinars on energy conservation, and social media Q&A sessions about billing tools. Members could now engage with the utility from anywhere, on their own time.
With these expanded touchpoints, the cooperative was able to foster stronger community connections while maximizing staff productivity.
Enhancing Operational Resilience
One of the most powerful outcomes of modernization was improved business continuity. With systems hosted in the cloud and payments processed digitally, the utility could continue operations even during natural disasters, outages, or public health emergencies.
This became especially important in a coastal region prone to storms and hurricanes. With real-time alerts, remote access to systems, and secure backups, the utility gained the resilience needed to support its members in times of disruption.
Employees could access billing systems from alternate locations, maintain service levels, and keep communication lines open, ensuring that members remained informed and supported no matter the circumstances.
Reimagining Customer Service as Proactive Engagement
With fewer service calls and walk-ins, the utility shifted from reactive customer service to proactive engagement. Instead of waiting for complaints or late payments, staff began reaching out to assist with enrollment in auto-pay, explain usage trends, or offer flexible payment arrangements.
Digital tools enabled customized messaging based on account behavior, making every touchpoint more relevant. For example, a customer who recently missed a payment could receive a tailored reminder with payment plan options. A new member might receive a welcome message with setup tips.
This level of personalization not only improved satisfaction but also helped prevent issues before they escalated.
Creating a Digital Roadmap for Future Innovation
Having completed a successful billing transformation, the utility began developing a formal digital roadmap. This plan included timelines, milestones, and performance metrics for upcoming initiatives, such as:
- Integrating smart thermostats and home energy dashboards
- Offering paperless enrollment for all service categories
- Piloting AI-powered chatbots for customer service
- Enabling mobile check-ins for outage updates and appointment scheduling
- Incorporating e-signatures and document upload portals
The roadmap also prioritized member education, ensuring that each digital advancement would be accompanied by onboarding materials and dedicated support.
Measuring Success Beyond Financial ROI
Although the billing system modernization produced measurable cost savings through fewer mailings, lower call volumes, and reduced in-person payments, the cooperative emphasized a broader definition of success. Key performance indicators also included:
- Customer satisfaction and engagement rates
- Staff productivity and retention
- Data security and compliance metrics
- Reduction in environmental impact
- Community outreach participation
By taking a holistic view, the utility ensured that its technology investments were not only efficient but also aligned with its values as a member-owned cooperative.
A Model for Other Cooperative Utilities
The transformation journey of this utility holds valuable lessons for other member-driven organizations across the country. It shows that digital progress doesn’t require abandoning tradition—it requires aligning innovation with service.
By choosing solutions that integrated with existing systems, investing in staff training, and prioritizing accessibility for all members, the utility was able to modernize without alienating its core audience.
It also demonstrated that utility companies can be technology leaders in their communities, not just service providers. With the right approach, even a small cooperative can drive large-scale change that benefits every member.
Conclusion:
Perhaps the most lasting impact of the transformation is cultural. The cooperative is no longer focused solely on maintaining systems—it’s focused on improving them. Continuous innovation has become part of the organization’s DNA.
From billing to communications, customer experience to grid management, the utility is equipped to evolve. Staff are empowered. Members are engaged. And the foundation has been laid for whatever comes next—whether it’s electrification of transportation, expanded renewable integration, or the next frontier of digital utility services.
In a world of accelerating change, the cooperative’s journey proves that even the most traditional industries can thrive when they put people, innovation, and purpose at the center of transformation.