3 Ways Utilities Use Kiosks to Improve Customer Convenience

Utilities around the country are using self-service payment kiosks to support their walk-in customers who pay by cash, check, or card. Kiosks improve convenience, enable utilities to own the entire customer experience, and have become a lifeline during the pandemic. 

  • Provide a free way to pay

    Payment kiosks allow utilities to offer low-fee or no-fee payment options to customers paying in person. When utilities outsource walk-in payments to third parties, customers face exorbitant fees, with less information about their account.

  • Extend business hours

    Customers can safely and securely pay when it’s most convenient for them, even when payment centers are closed. Outdoor walk-up or drive-through kiosks provide 24/7 access, and indoor kiosks can extend access when placed in 24/7 vestibules. 

  • Reduce lines and foot traffic

    Average transaction times on CityBase kiosks are under a minute for cash, check, and card payments. Customers making simple payments prefer to use kiosks, leaving customer service staff more time to spend helping customers who need more support. 

Our customers are very grateful that they have the option to pay 24/7. They hop out of their car, they make their payment, and they’re on their way. We used to have lines of people outside the lobby before we opened. Of course we don’t have that anymore. It really is a customer convenience.
City Utilities of Springfield View the Case Study →

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