Paymentus User Review
Use Cases and Deployment Scope
Since 2020, Paymentus has served as our online bill payment platform, providing customers with a secure, PCI-compliant, and user-friendly way to make payments. The platform has improved efficiency in our Customer Service Department by reducing the number of payment calls handled by our customer service representatives, allowing them more time to assist customers with account questions and resolve issues. Through our marketing efforts, we have achieved a high level of customer adoption of both online payments and the Interactive Voice Response (IVR) payment system.
Pros
- User-friendly customer portal
- Interactive Voice Response (IVR) phone payments
- Continuous improvement and upgrades to the platform
- Fast technical support when needed
Cons
- Streamline implementation of system upgrades
- More dynamic customer dashboard with utility usage history and analytics
Return on Investment
- Currently 70% of our customers making incoming phone calls to our customer service department select the Interactive Voice Response (IVR) option to make their payment over the phone through an automated payment system.
- We saw immediate adoption of the Paymentus platform when we went live in 2020 and have seen continuous improvement since that time. Autopay transactions have increased 19%, paper check transactions have decreased 20% and customer service agent-assisted card payments have decreased 9%.
Usability
Other Software Used
Cognito Forms