Continuous growth in Lee County's customer base increased workload pressures on the county staff. Because of this, customers sometimes experienced increased call wait times when they contacted the call center for Field Service operations such as move-ins and service changes. As this was not in line with its commitment to improving customer service, Lee County searched for a solution to this problem. By analyzing its customers’ use of the newly implemented fully hosted and managed platform for transactions and other service requests, they needed a plan to address the challenge and reduce wait times.
Part of the VertexOne fully hosted and managed platform provided to Lee County was the Customer Advantage Self Service solution. This solution allowed customers to pay their utility bills through electronic funds transfer (ETF), the mobile app, or through the Lee County online payment portal.
Lee County Utilities’ fully hosted and managed Customer Self-Service platform from VertexOne gave its customers the service options they’d been demanding. But it also unexpectedly reduced in-person transactions by over 15,800 per month—allowing the utility to reallocate its lobby resources to serve other customers.