Why Payment Processor Transitions Are a Pain Point for Utilities
Modern utilities know that digital customer engagement isn’t optional—it’s expected. But even as utilities upgrade software systems and service models, many hesitate to switch payment processors.
Why?
Because moving to a new payment solution often triggers short-term chaos:
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Customers on autopay must re-enroll.
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Support calls surge.
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Digital adoption drops.
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Trust in the utility’s brand may take a hit.
This hesitation keeps many utilities stuck with outdated systems—despite better, more secure solutions being available.
The CUSI Solution: Secure, Seamless, and Fully Integrated
CUSI eliminates these pain points through a fully integrated billing and payment solution, built directly into our utility billing software.
Instead of patching together third-party platforms, we designed a secure, all-in-one system that keeps everything—billing, payments, and user data—under one roof.
Key Benefits:
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Real-Time Payment Posting: No waiting. Transactions appear instantly.
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Secure by Design: PCI Out-of-Scope + tokenized storage = no sensitive data stored.
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Single Login Experience: Customers access everything from one place.
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Operational Simplicity: Utilities enjoy unified reporting, reconciliation, and oversight.
Our 90-Day Adoption Rate Program: Rapid Transition Without Customer Friction
To ensure utilities see immediate results, CUSI pairs its technology with a proven Adoption Rate Campaign—a structured 90-day rollout that keeps customers engaged, informed, and paying online.
The Campaign Includes:
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Email Announcements to introduce the new Customer Web Portal.
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Bill Inserts & QR Codes that link to registration pages.
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Social Media Messaging & How-To Videos for easy setup.
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On-Site Materials like office posters and vehicle decals.
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Clerk Training & Call Scripts for consistent, clear customer support.
By aligning messaging across all channels and reinforcing convenience, utilities guide customers smoothly through re-enrollment—preserving trust and improving satisfaction.
Real Results: From Re-Enrollment to Long-Term Growth
CUSI’s integrated approach has helped utilities across the country achieve impressive results:
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Full Adoption Recovery in just 90 days (matching legacy autopay rates of ~30%)
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Sustained Growth of 4–10% above baseline within 6 months
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Operational Efficiency by reducing thousands of in-person payments
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Improved Customer Experience with fewer complaints and better communication
Example: One mid-sized utility increased ePayment adoption from 31% to 35%—eliminating over 12,000 office visits per year.
Key Takeaways for Utilities
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Frictionless Re-Enrollment Is Possible with the right plan.
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Convenience Drives Behavior—don’t disrupt it, guide it.
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Integrated Solutions Reduce Risk and improve operational control.
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Growth Is Predictable—when backed by structured support.
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Customer Experience Wins—every time.
Ready to Grow Digital Payments Without the Growing Pains?
If your utility is planning a payment transition, don’t go it alone. Let CUSI’s integrated billing platform and 90-day adoption support help you restore online payment adoption—and grow it beyond.
Talk to Our Payment Services Team
Let’s accelerate your payment adoption—securely, seamlessly, and successfully.
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