Category: Education

Unlocking the Future: How Cloud Payments Can Transform Governments

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Remember the last time your finance team had to chase a missing payment across three different systems? That patchwork of mainframe screens, desktop terminals and bolt-on gateways once felt “good enough,” but it’s now a budget-draining anchor. Siloed accounting, recording and payments tools drive up transaction costs, lengthen close-out cycles and frustrate constituents who expect mobile-first self-service.

A unified, cloud-based platform lets cities migrate on their own schedule and add modern channels like text-to-pay—all while keeping day-to-day operations humming.

But before you can modernize, you have to understand exactly where you stand. Many local governments operate on a tangle of legacy tools that have been patched together over decades—each department managing its own vendor, system and reconciliation process. The result is complexity that costs more than it saves. The first step toward a streamlined, cloud-based solution is a clear-eyed audit of your current workflows, systems and costs. That’s where transformation really begins.

 

Step 1: Audit Your Current Workflows and Fees

Before moving a single byte, catalog every point where money enters, moves or exits your systems:

  1. Revenue streams: taxes, utilities, courts, permits.
  2. Touchpoints: walk-in counter, IVR, web portal, lockbox service.
  3. Reconciliation path: payment gateway to general ledger
  4. Hidden fees: PCI non-compliance, chargebacks, paper checks.

Quick win: use Forte’s Payment-Processing FAQs to translate technical gateway language into finance-team speak, then attach dollar figures to every manual step (e.g., staff minutes per payment, cost per paper bill). These numbers will become ammunition for your business-case presentation.

 

Step 2: Build the Business Case

Upgrading core infrastructure competes with roads, parks and public safety, so your pitch must balance risk reduction, cost savings and constituent experience.

  • Compliance risk: EY flags “policy and regulatory complexity” as a top-10 public-sector risk for 2025; failure to meet new PCI or NACHA rules can trigger fines and erode public trust.
  • Direct savings: a consolidated platform eliminates duplicate licensing, reduces payment card interchange with least-cost routing and cuts paper/postage.
  • Revenue acceleration: self-service portals and automated reminders make your revenue collections more efficient and predictable.

Pair these benefits with the gaps you uncovered in Step 1. Use Forte BillPay screenshots to show executives how a resident would see all obligations—utilities, parking tickets, pet licenses—in one cart. Finish with a three-year ROI table and a “soft costs” line for staff hours returned to strategic work.

 

Step 3: Implement Best Practices

Moving off a mainframe doesn’t require a “big-bang” weekend cutover. Follow a phased approach instead:

  1. Choose a pilot department: Courts or utilities often have clear revenue cycles and motivated stakeholders.
  2. Stand up parallel processing: Keep legacy billing live while routing a subset of payments through Forte’s Online Payments APIs.
  3. Automate reconciliation first: Real-time ledger sync lets finance validate totals daily, building confidence before you add new channels.
  4. Add resident touchpoints: Enable emailed invoices, text-to-pay and mobile wallet options.
  5. Train & Communicate: Publish how-tos, hold staff Q&A sessions and post banners on the city website explaining the new portal.
  6. Deactivate legacy screens—slowly: After two full billing cycles with near-zero variance, sunset the old cashiering module and reassign staff.

Throughout, lean on Forte’s Complete Payments Solution for tokenization, point-to-point encryption and convenience-fee handling—so finance, IT and legal can check their boxes without separate vendors.

 

Step 4: Measure Success and Iterate

Modernization is a journey, not a finish line. Slalom’s 2025 Government Outlook urges agencies to adopt continuous-improvement loops that marry operational data with resident feedback.

Track these KPIs quarterly:

Share of e-payments

  • Pre-Modernization: 42%
  • Target After Phase 1: 65%
  • Target After Phase 2: 85%

Days-to-close books

  • Pre-Modernization: 10
  • Target After Phase 1: 5
  • Target After Phase 2: 2

Chargeback rate

  • Pre-Modernization: 0.35%
  • Target After Phase 1: 0.25%
  • Target After Phase 2: 0.20%

Average call time (billing)

  • Pre-Modernization: 6 min
  • Target After Phase 1: 4 min
  • Target After Phase 2: 2 min

Use Forte dashboards to export metrics directly to your ERP or BI tool. Survey residents on ease-of-use after each phase, then feed insights into the product backlog—perhaps a Spanish-language chatbot or pay-by-QR kiosk at city hall.

 

Book a Modernization Workshop with CSG Forte

Hundreds of local governments appear on the annual GovTech 100 list, proving that digital transformation is now the rule, not the exception.

Ready to join them? Schedule a no-cost payment modernization workshop with our government payments team. We’ll:

  • Map your current payment flow end-to-end
  • Quantify hidden fees and manual costs
  • Draft a phased migration timeline tailored to your staffing levels
  • Deliver an executive-ready ROI deck you can present at the next council meeting

Talk to a Forte payment strategist and start turning that legacy mainframe into a modern, cloud-native engine for resident satisfaction and fiscal resilience.

What Is a Bill Payment Platform, and How Does It Work?

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Remember the last time you paid a streaming bill without even noticing? That friction-free moment is no accident; it’s the result of purpose-built bill payment platforms that move money quietly in the background. Today, more than one-third (34.6%) of United States consumers use automatic payment methods, and Baby Boomers use it 43% of the time when given the option. For merchants—utilities, property managers, healthcare providers, insurers and more—meeting that always-on expectation means ditching patch-work portals and embracing a single, automated platform.

 

Bill Payment Platforms: A Plain-English Definition

A bill payment platform is cloud software that lets businesses present, collect and reconcile customer payments—recurring or one-time—through any channel your customers prefer, including web, mobile, text, IVR and in person. Think of it as the command center that:

  1. Generates or imports invoices.
  2. Displays balances in self-service portals or pushes them via SMS/email.
  3. Accepts cards, ACH and digital wallets.
  4. Routes transactions through a payment gateway/processor.
  5. Reconciles funds, posts to your accounting system and issues receipts.

Digital payment usage in the U.S. hit an all-time high in 2024, with 60% of consumers saying they’ve adopted digital payments. That’s eight percentage points greater than 2019—and much of that growth stems from merchants embedding platforms rather than building from scratch.

 

Under the Hood: How It Works, Step by Step

While the term “bill payment platform” might sound complex, the actual process is designed to simplify every stage of your billing and payment workflow. From the moment a customer receives a bill to the instant funds hit your account, each step is streamlined and automated to reduce manual effort, improve accuracy and ensure a smoother experience for both you and your customers. Below, we break down how a modern bill payment platform works behind the scenes—so you can see exactly where the value comes in.

 

What Should You Look for in a Payment Platform?

Not all bill payment platforms are created equal. As more businesses embrace digital transformation, it’s critical to choose a platform that doesn’t just accept payments—it helps you operate more efficiently, reduce risk and meet evolving customer expectations. Whether you’re billing tenants, patients, policyholders or utility customers, these are the essential features that distinguish a high-performing solution from a basic processor.

 

Seven key capabilities every platform should offer:

  1. Omnichannel payments: Support for online, mobile, phone and in-person transactions.
  2. Recurring + one-time billing: Handle both predictable schedules and one-off invoices.
  3. Card & ACH acceptance: Expand payment options while reducing processing costs.
  4. Real-time reporting: See payment status, reconciliation progress and failed attempts at a glance.
  5. Integration-ready: Connect seamlessly with your accounting, billing, or practice management systems.
  6. Brand customization: Keep the experience consistent with your business identity.
  7. Secure & compliant: Ensure PCI-DSS compliance and protect cardholder data with tokenization

 

Who Benefits from a Bill Payments Platform?

If you think bill payment platforms are just for big corporations or government agencies, think again. From solo practitioners to multi-location service providers, a wide range of businesses are using this technology to streamline payments, improve cash flow and enhance customer experience.

Here are just a few examples of how direct merchants across different industries are putting bill payment platforms to work:

  • Utilities – Reduce overdue balances with automated reminders and frictionless payments.
  • Property Management – Make rent collection faster, easier and less prone to errors.
  • Healthcare Providers – Let patients pay on their schedule with card-on-file and installment options.
  • Insurance Agencies – Simplify policy renewals and recurring premium payments.
  • Education & Childcare Centers – Automate tuition billing and reduce admin time spent on manual tracking.

 

What Benefits Will Your Business Experience by Adding a Bill Payments Platform?

Beyond customer convenience, adopting a bill payment platform can dramatically improve your operations. Automating your billing and collections process not only reduces administrative tasks—it also protects your bottom line by speeding up payments and minimizing missed invoices.

Here’s how the right solution pays off:

  • Faster cash flow: Payments are processed on time, reducing your days-sales-outstanding (DSO) and boosting liquidity.
  • Lower Overhead: Fewer manual tasks and reduced reconciliation time translate into cost savings.
  • Happier customers: Give customers the payment options and control they expect, improving satisfaction and loyalty.
  • Higher retention: Easier payments mean fewer cancellations and stronger customer relationships.
  • Smarter insights: Real-time dashboards give you full visibility into trends, delinquencies and revenue performance.

 

CSG Forte: Making Bill Payments Easier

At CSG Forte, we know that managing bill payments isn’t just about transactions—it’s about relationships. That’s why our BillPay platform is designed to make the experience easy and secure for both businesses and customers. From branded portals to text and voice payments, we give you the tools to meet customers where they are and get paid faster with less hassle.

Here’s what you get when you partner with Forte:

  • Hosted BillPay portal: A brandable, mobile-friendly interface that’s PCI-compliant and easy to implement.
  • Text-to-Pay & Voice-Pay: Offer frictionless payments directly through automated reminders.
  • Processor-agnostic gateway: Use your existing bank and still leverage our powerful platform.
  • Hands-on support: Get help from real people who understand the needs of direct billers.
  • API-first architecture: Integrate directly with your ERP, EMR or custom billing system.

In a world where speed, convenience and digital access are everything, clunky billing systems are holding businesses back. A bill payment platform doesn’t just modernize your payments—it can transform how you engage customers, improve your cash flow and scale more efficiently.

Whether you’re a healthcare provider, utility company, property manager, or insurer, CSG Forte’s BillPay solution is designed to help you get paid faster—with fewer errors and better customer outcomes.

Ready to simplify your billing? Talk to a Forte expert today and see what smarter bill payments can do for your business.

What is Payment Reconciliation?

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For businesses that process payments daily, keeping financial records accurate and up to date is important. If you want every amount received to match recorded transactions, you should conduct payment reconciliation. This process aligns your records with bank statements so you can track revenue, prevent fraud and maintain financial stability. With the right tools, you can streamline high volumes of transactions.
 

What Is Payment Reconciliation?

Payment reconciliation is a financial process of matching internal records with external financial statements. External financial records can include bank statements, credit card reports or digital payment records. Simply put, it’s the act of double-checking transactions to confirm that the money coming in and going out of a business aligns with what’s recorded in its books.

Every time a company receives a payment from a customer, issues a refund or makes a purchase, that transaction gets logged in its financial system. But just because a transaction is recorded internally doesn’t mean the external records always match. Errors happen, and unauthorized transactions can slip through. Reconciliation of payments catches these discrepancies.
 

Types of Payment Reconciliation

Businesses deal with different payment types, so each may require its own verification method. Here are common techniques you might encounter.

  • Bank reconciliation: Bank reconciliation involves comparing a company’s internal records with bank statements to check if they match.
  • Credit card reconciliation: This accord helps track merchant account deposits and other related fees.
  • Digital wallet reconciliation: With the rise of digital wallets, businesses must reconcile these transactions from credit card payments when the underlying funding instrument of the customer differs from the card being used. Reconciliation tools simplify this process by automating digital wallet transaction tracking so it align with sales records.
  • Cash reconciliation: Since cash transactions don’t have an electronic trail, regular reconciliation accounts for every dollar received to prevent loss or theft.
  • Accounts receivable reconciliation: When customers pay on credit, businesses must harmonize these amounts to keep track of amounts collected and owed.
  • Accounts payable reconciliation: Just as businesses need to track money coming in, they must also reconcile accounts payable to confirm they are paying vendors and suppliers correctly.
  • Payroll reconciliation: Payroll balancing verifies that salaries, bonuses, deductions and tax withholdings are processed accurately.
  • General ledger: The general ledger contains records of every transaction. Balancing it means all entries are accurate and correctly categorized.

 

The Payment Reconciliation Process

Payment matching is a multi-step process, which, when done manually, can be time-consuming and lead to errors. CSG payment software integrates with multiple sources and automatically pulls transaction data from a centralized system. This eliminates the need for manual data retrieval and provides businesses with a real-time view of all payments.

Payment and billing reconciliation varies from one business to the next, but the process typically follows these steps:

1. Gather Data and Retrieve Records

First, you’ll need to collect all relevant financial records. These typically include:

  • Internal transaction logs from the company’s accounting system
  • Bank statements reflecting actual deposits and withdrawals
  • Reports from payment processors, gateways and merchant accounts
  • Invoices, receipts and records of chargebacks, refunds and fees

2. Match Transactions

Once data is gathered, you’ll need to compare internal records with external reports. This involves:

  • Matching payments received with invoices or sales records
  • Verifying refunds, chargebacks and disputed transactions
  • Identifying any fees deducted by banks or payment processors

3. Identifying and Resolving Discrepancies

Businesses should investigate and resolve each discrepancy. Discrepancies can occur because of:

  • Time differences, such as when a payment is recorded in one system but not yet reflected in a bank statement and cut-off times for the financial institutions involved
  • Duplicate transactions due to accidental double billing
  • Unauthorized withdrawals or chargebacks

To simplify this process, businesses can use CSG Forte’s Dex software to respond to open claims and resolve them faster.

4. Record Adjustments and Finalize Balances

Once you’ve resolved disparities, you may need to make adjustments to financial records. This could involve:

  • Correcting errors in accounting entries
  • Updating revenue or expense accounts
  • Processing refunds or chargeback settlements

After adjustments are recorded, businesses can finalize their daily, weekly or monthly balances so all transactions are accurately reflected in their financial statements.

5. Document Process and Review

The final step entails documenting the entire process for internal auditing. Larger organizations may also have an approval process where senior teams review reconciled reports before they are officially recorded. With CSG, businesses can generate detailed reconciliation reports automatically. This makes it easier for companies to comply with industry regulations. Its cloud-based solutions allow finance teams to access reports from anywhere.
 

Importance of Performing Payment Reconciliation

Because the adjustment process can lead to errors, businesses must use an effective system to make the procedure more efficient. Here are the perks of using Forte’s reconciliation process.

Tracking All Payments

With a reconciliation system, businesses can ascertain that no payment goes unaccounted for. CSG’s tools simplify the handling of transactions by:

  • Matching payments with invoices, sales records and bank deposits in real time
  • Detecting discrepancies to reduce the risk of revenue leakage
  • Preventing fraud by flagging unauthorized or duplicate transactions

Real-Time Sales Reporting

Having a clear, real-time view of sales and revenue helps businesses make informed decisions. Businesses will have access to:

  • Instant transaction tracking so they can monitor payments as they are processed
  • Detailed revenue breakdowns to identify which payment channels are performing best
  • Data-driven insights so they can forecast revenue

All Financial Data in One Location

If these records are stored in different systems, businesses can use payment reconciliation software to consolidate all financial data into a single platform. This allows for:

  • A unified view of all incoming and outgoing payments
  • Seamless integrations with monetary systems
  • Automated financial records

Improves Accuracy and Compliance

Businesses that fail to reconcile payments properly may:

  • Report inaccurate revenue figures, which can lead to erroneous tax filings.
  • Face penalties for noncompliance with financial regulations.
  • Struggle with cash flow mismanagement, which can lead to operational issues.

CSG makes it easy for businesses to maintain accurate financial records, helping them stay compliant with industry standards.
 

Merchant Settlement Process

The merchant settlement process might seem similar to payment reconciliation, but the two serve different purposes. Payment reconciliation focuses on matching transactions across different records for accuracy and to detect discrepancies.

Merchant settlement is the process by which funds from customer payments are transferred to a vendor’s bank account after going through various stages of processing. Here’s how it works:

1. Initiation

The process begins when a customer makes a payment online. Payment is sent to the merchant’s fund processor, which routes the transaction through the necessary channels.

2. Authentication and Authorization

Before processors approve a payment, they must verify it. This includes:

  • Customer authentication: To check if the transition is legitimate, the processor may verify the cardholder’s details.
  • Authorization check: The issuing bank checks whether the account has sufficient funds or available credit to cover the transaction.
  • Fraud detection: Payment processors use fraud-prevention tools to flag suspicious transactions.

If approved, an authorization hold is placed on the customer’s funds, which temporarily reserves the money for the settlement.

3. Clearing

Once a transaction is authorized, it enters the clearing phase, where details are sent to the card networks or payment facilitators. Merchants may see transactions as pending while they await final processing.

4. Settlement

The settlement phase is where the merchant receives the funds. During settlement:

  • The issuing bank releases the authorized funds to the merchant’s bank, called the acquiring bank.
  • The acquiring bank subtracts processing fees before depositing the money into the merchant’s account.
  • Depending on the payment processor, funds may be deposited the same day, next day or within a few business days.

 

Contact CSG to Streamline the Process of Reconciliation

CSG has over 40 years of experience in billing, revenue management and payment processing. Our solutions eliminate manual reconciliation errors, accelerate cash flow and support compliance. With CSG Forte, you get a comprehensive platform that integrates with your existing systems. You can track transactions across multiple payment methods, detect discrepancies and automate workflows. CSG Encompass, our cloud-native solution, takes it a step further by centralizing data so you have a clear financial picture in real time.

Talk to a payments expert to get started.

 The Hidden Costs of Accepting Rent Via Paper Checks

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Property owners and their management companies spend hours each month collecting rent, processing checks and dealing with the associated delays, like waiting for physical delivery between banks and the dreaded chargeback—all while still paying fees for the privilege.

But here’s the kicker: collecting rent via paper checks is costing you way more than you think. From missed payments and banking fees to labor hours spent on manual processing, the hidden costs pile up quickly. What if there was a way to streamline your operations, boost cash flow and reduce overhead—all at the same time? The solution is simpler than you think: ditch the paper checks and embrace digital payments. Read on to learn how making the switch can save you big.

 

The Real Cost of Processing Paper Checks

Let’s be real: paper checks might seem like a hassle-free option for tenants, but for property managers, they’re anything but easy and simple. Between the bank fees, the labor costs and the constant juggling of late payments, the costs add up fast, as do the headaches. Here are just a few hidden costs:

  • Bank Fees: Every time a tenant hands over a paper check, you’re paying for the privilege of processing it. While it might feel like a small fee, each check typically costs between $3 and $10 to process when you factor in deposit fees, postage and any intermediary costs. Over the course of a year, those fees can start to feel like a second mortgage for your property management company. (National Apartment Association)
  • Time Is Money: Speaking of that second mortgage—how much time are you and your team spending on check collection? We’re talking manual processing, data entry, tracking down late payments, dealing with errors and reconciling accounts.
  • Late Payments: Nothing kills cash flow like tenants who don’t pay on time. And guess what? Paper checks are one of the top culprits. Delays due to postal issues, weekends or tenant forgetfulness leave you chasing payments rather than moving forward with your business. When rent is delayed, it can also cause late fee headaches that further strain your cash flow.
  • Chargeback Delays: Depending on the bank’s processes, it could look like funds are added to your account’s available balance the same day you make the deposit. It can take up to three weeks for banks to find out a check is no good—and bad checks cost real money.

So, while checks might feel like the easy way to get paid, the reality is they’re an expensive, slow and risky option for your business. By switching to digital payments, such as Automated Clearing House (ACH) payments and eChecks, you can streamline your collection process, avoid unnecessary fees and get your cash flow moving faster.

 

Digital Payment Systems: Save Time, Money and Headaches

Let’s face it—paper checks are a pain. But digital payments? Now, that’s a game changer. Switching to online payments isn’t just about convenience—it’s about cutting costs, improving efficiency and giving your team the freedom to focus on the bigger picture. Here’s why digital payment systems are a no-brainer for property managers:

  • Cost Savings That Add Up: Digital payments save you more than just time—they can put real dollars back into your pocket. From eliminating those pesky check processing fees to cutting down on bank runs and postage, digital systems streamline the entire payment process. That’s money that could be better spent improving your property or enhancing tenant services.
  • Faster Payments, Faster Cash Flow: Time is money, and with digital payments, you get both. No more waiting days or even weeks for checks to clear or for tenants to drop off payments. Digital payments are processed in real time, which means you can collect rent and fees faster, keeping your cash flow healthy. No more scrambling at the end of the month, no more late fees piling up—just steady, predictable income that comes in when it’s supposed to.
  • Say Goodbye to Errors and Discrepancies: Human error is always a risk when you’re manually entering check information, tracking payments or handling accounting. With digital payment systems, that risk virtually disappears. Automated features eliminate the chances of double-counting, misplacing funds or entering incorrect amounts. Everything is tracked and reconciled automatically, which means fewer mistakes, fewer tenant disputes and less stress for your team.
  • Happier Tenants = Happier You: Tenants (especially the younger ones) hate dealing with paper checks. From lost mail to forgetting deadlines, the process can be a hassle for them. But with digital payments, tenants can pay anytime, anywhere and on their own schedule. In fact, they can even pay in installments or prepay if they’d like. Whichever timeline works best, the process becomes fast, secure and convenient. Plus, digital systems often come with built-in reminders and confirmations, making sure your tenants stay on top of their payments without having to chase them down. Happier tenants mean fewer headaches, fewer late payments and better relationships all around.

Switching to digital payments isn’t just a trend—it’s the future of property management. By embracing digital payment solutions, you’re not only improving your bottom line, but you’re also enhancing your overall workflow, boosting tenant satisfaction and setting yourself up for success in a competitive market. Ready to leave the checkbook behind and embrace the future? The benefits speak for themselves.

 

Implementing Digital Payments: A Simple Switch for Big Rewards

Making the switch to digital payments sounds great in theory, but how do you implement it? It can sound daunting, but don’t worry—it’s easier than you think. Transitioning from paper checks to a digital payment system doesn’t have to be a headache. In fact, it’s a straightforward process when you break it down. Here’s how it works:

  1. Choose the Right Platform: The first step in ditching paper checks is picking the right digital payment platform. Look for a solution that integrates smoothly with your property management software and is simple for both your team and your tenants to use. Ideally, you want a platform that supports automatic rent collection, payment tracking and built-in reminders to help tenants stay on top of payments. Solutions like Forte partnered with key software companies in the property management space, offer these features and more, ensuring you have all the tools you need in one place.
  2. Communicate with Tenants: Making the switch to digital payments is an exciting change, but your tenants need to know about it. Start by sending out clear, easy-to-understand communications explaining why you’re making the switch and how it benefits them. Highlight the convenience of paying rent online—whether it’s via mobile phone, computer, or tablet. Don’t forget to provide instructions and offer customer support for those who might be unfamiliar with digital payment methods. The key is to make the transition as seamless as possible. A simple guide on how to set up their digital payments or a video tutorial can go a long way in helping tenants feel comfortable with the new system.
  3. Offer Multiple Payment Options: Not all tenants are the same, so offer multiple payment options to make sure everyone has access to an easy way to pay. Whether it’s ACH payments, credit or debit cards, or even e-checks, the more flexible your system, the better. Some tenants may prefer paying through their mobile phone, while others might want to set up automatic recurring payments to avoid forgetting. The more options you provide, the more likely tenants are to adopt the new system.
  4. Track Adoption and Optimize: Once your digital payment system is up and running, keep an eye on how tenants are using it. Are they adopting it quickly? Are there any roadblocks that need addressing? Gather feedback from your tenants about the system’s ease of use and make adjustments as needed. With digital systems, you can monitor real-time usage and quickly address any issues before they become bigger problems. Also, consider incentivizing tenants to make the switch early by offering a small discount on rent for those who pay digitally, or by implementing small rewards like raffle entries for tenants who set up recurring payments.

 

Effortless Payments, Big Results

Making the switch to digital payments is one of the easiest ways to streamline your property management operations and improve your cash flow. The benefits are clear—reduced administrative work, faster payments and happier tenants. By adopting a digital payment solution, you’re not just keeping up with the times; you’re getting ahead of the competition.

Ready to take your property management game to the next level? Our experts are ready to help. With CSG Forte’s payment platform, you can easily accept rent and fees digitally, all while cutting down on processing costs and boosting tenant satisfaction. Schedule a demo today to see how Forte can simplify your payment collection process and help you stay ahead in a fast-paced industry.

What Is Net Revenue Retention (NRR)?

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Your company relies on subscriptions and expansion to stay competitive, so understanding the health of your subscriptions is essential. Net revenue retention (NRR) is a critical metric for any company offering software-as-a-service (SaaS) products or a subscription-based business model.

NRR is a holistic metric that reflects all the recurring and new revenue your company generates over a given period, which is usually either monthly, quarterly or yearly. This metric also factors in your total losses in the amount of revenue your business loses over the same period due to customer churn or subscription downgrades.

If you want insight into how well your business retains customers and grows revenue through account expansion, NRR is what you need to pay attention to.
 

Gross Revenue Retention vs. Net Revenue Retention

Gross revenue retention (GRR) and NRR are similar in that they both measure the amount of revenue retained from existing customers while accounting for revenue lost to churn. However, NRR includes all revenue generated during a given period while GRR excludes expansion revenue.

Tracking both NRR and GRR can help you understand the total profitability of your business, which is a useful metric for identifying opportunities for business growth.
 

What Is Net Recurring Revenue Retention (NRRR)?

While NRR is a broad metric including all revenue streams, net recurring revenue retention is a more specific metric that excludes all non-recurring revenue, such as one-time purchases, upsells and cross-sells.

Because it includes non-recurring as well as recurring revenue, monitoring only your standard net revenue retention rate can skew your metrics and potentially hide subscription issues. Tracking your NRRR along with net revenue retention can help you:

  • Understand subscription health: NRRR focuses entirely on recurring revenue from existing customers, which is valuable for assessing the strength and stability of your current subscriptions.
  • Forecast future recurring revenue: Because NRRR excludes volatile non-recurring revenue, it provides a more reliable metric for projecting future performance.
  • Identifying recurring revenue issues: NRRR can help you pinpoint issues such as high churn and low expansion more effectively than you would be able to using net revenue retention.
  • Discover areas of opportunity: Retaining more customers is significantly more cost-effective than constantly bringing in new subscribers. Monitoring your NRRR can help you identify trends in subscriber renewals and expirations, which can uncover new opportunities to add value to subscriptions.

 

Breaking Down the Net Revenue Retention Formula

The net revenue retention formula includes several variables:

  • Starting MRR: Revenue gained from existing customers in the past month
  • Expansion MRR: Revenue generated from existing customers who upgraded or purchased other products and services
  • Contraction MRR: Revenue lost when existing customers downgraded or otherwise reduced their spending
  • Churn MRR: Revenue lost when customers allowed contracts to expire without renewing

Once you know all of the above information, you can plug in your data and begin calculating net revenue retention. This calculation should follow these steps:

  1. Add together your starting MRR and your expansion MRR to get the total revenue generated from existing customers that month.
  2. Add together your contraction MRR and churn MRR to get the total revenue lost from existing customers that month.
  3. Subtract your revenue lost from your revenue generated.
  4. Divide this number by your starting MRR.
  5. Multiply the result by 100. This final number is your net revenue retention rate, for the period.

 

What Is a Good Net Revenue Retention Rate?

Your business should aim for an NRR rate over 100%. This number indicates a loyal customer base that both continues their existing subscriptions and grows enough revenue from them through expansion to offset churn- and contraction-related losses.

An NRR under 90% indicates that your company experiences significant churn and contraction losses each month, which you’ll want to address as soon as possible. To raise your NRR, you’ll need to add value to your existing offerings to convince customers to renew their subscriptions.
 

Net Revenue Retention Rate Calculation Example

Here’s a quick example of how to calculate net revenue retention. Let’s say your business enters March with a starting MRR of $37,000 and an expansion MRR of $5,000. You also have a contraction MRR of $2,000 and a churn MRR of $1,000 at the end of the month.

Plugging these variables into the equation will give you your final MRR for the month:

(37,000 + 5,000) – (2,000 + 1,000) = $39,000

You’d then divide your result by your starting MRR ($37,000) to get the proportion of revenue gain to revenue loss:

39,000 / 37,000 = 1.05

To get your final answer, you’d then multiply the above number by 100:

1.054 x 100 = 105%

Your NRR rate for March is 105%, which indicates that your business is doing an excellent job of retaining customers and expanding their typical spending, which offsets the losses from contraction and churn.
 

How to Improve Net Revenue Retention

Because the two metrics are so similar, most of the strategies you take to improve your NRR will also improve your GRR, and vice versa. Determining the best approach to take includes three basic steps:

1. Establish Benchmarks

Setting net revenue retention benchmarks helps you understand typical patterns in monthly revenue retention and expansion. The ideal benchmark for each company varies depending on several factors:

  • Industry standards
  • Target market
  • Company maturity
  • Business model
  • Pricing strategy

Once you have determined your ideal NRR benchmark, it’s important to track your own NRR over time to establish a baseline for your company’s performance. This measurement will give you a starting point you can use to measure your NRR growth.

2. Identify Areas for Improvement

Once you know your benchmark NRR, you’ll want to determine how to reduce churn and increase revenue from your existing customers.

For example, are customers letting their subscriptions expire because renewing is a complicated process? If so, you could streamline the renewal process with automation to minimize churn by reducing the risk of customers forgetting to renew their subscriptions on time.

3. Implement Improvements

Some simple improvements you can make to a subscription-based business include:

  • Streamline onboarding: A simplified, smooth onboarding process can help you reduce time to value (TTV), enhance customer engagement and increase your potential for revenue.
  • Better support customers: Improving customer support and helping customers thrive with your product can help secure more revenue by empowering your subscribers to make the most of their investment.
  • Encourage upsells: Empower your sales team to upsell and cross-sell additional products and services to your customers to expand recurring revenue.
  • Add self-service options: Streamlined self-service portals let customers manage subscriptions and account settings on their own terms, providing a more convenient experience.
  • Simplify payment processes: Switching to omnichannel payment processing gives customers the ability to choose how they pay, making each transaction smoother and more convenient. Automated payment options can also enhance the experience by eliminating missed payments and ensuring continuous service.

 

Boost Your NRR With CSG Forte’s Scalable Payment Solution

If you’re looking to increase your NRR by adding value to your subscription or SaaS business, CSG Forte’s end-to-end payment platform can help.

CSG Forte is a high-performance, processor-agnostic solution that integrates seamlessly into your tech stack for convenient access and operation. We have more than twenty years of experience in the digital payment space and have served companies across various industries, so we have the knowledge and expertise to ensure a smooth implementation.

Contact our payments experts today to learn more about retaining revenue with CSG Forte’s payment platform.

Boost Your NRR With CSG Forte's Scalable Payment Solution

When “Good Enough” Costs More Than You Think: The Hidden Costs of Medical Manual Payment Processing

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It starts with a clipboard.

One front desk associate prints the day’s patient balances. Another manually logs a card payment into the billing system while fielding a call from a confused patient who’s trying to pay over the phone. A third staff member stays late to reconcile the day’s transactions—only to discover that two payments were misapplied, and one was never recorded at all.

These aren’t just minor inefficiencies. They’re signs of a larger problem: the hidden cost of manual payment processing.

While many healthcare practices have adopted electronic health records and patient portals, their payment workflows often remain stuck in the past. Paper-based systems, fragmented tools and disjointed workflows might seem manageable on the surface—but behind the scenes, they’re quietly draining revenue, increasing staff burden and frustrating patients.

In this blog, we’ll explore the true cost of manual payment processing in medical practices—from administrative overhead to compliance risks and missed payments—and show how modernizing with a partner like Forte can help your team reclaim both time and revenue.

 

The Administrative Drain: Labor Costs + Human Error

Manual payment processing may seem like a small operational detail—but it adds up quickly in both time and dollars. For healthcare staff, tasks like printing and mailing invoices, logging payments by hand, chasing down balances by phone and manually reconciling records can consume hours of the workweek.

According to the JAMA Network, administrative costs account for between 25% and 31% of total healthcare spending in the U.S., much of it tied to inefficient processes like manual billing and collections (source). For a busy outpatient practice, even just a few minutes per transaction can translate into dozens of hours lost per month.

Beyond time, the margin for error increases with every manual touchpoint. A typo in a patient’s account number. A misapplied payment. A billing code written incorrectly. These small mistakes can snowball into compliance issues, delays in reimbursement or incorrect balances being sent to collections—damaging both revenue and patient trust.

And when multiple systems are in play—billing software, card readers, spreadsheets, etc.—the burden on staff only grows. Instead of focusing on patient care or front-desk service, staff are stuck acting as human bridges between disconnected tools.

Here are just a few of the most common manual payment tasks that cost practices time and money:

  • Printing and mailing paper statements
  • Taking payments over the phone or in person
  • Manually keying in credit card numbers
  • Cross-referencing EHR and payment systems for accuracy
  • Reconciling mismatched payments at day’s end
  • Following up on past-due accounts via phone or email

These processes might seem routine, but they quietly chip away at staff efficiency and operational profitability. In a field where time is money—and burnout is high—manual payments are one cost center many practices can’t afford to ignore.

 

The Patient Experience Gap: Inconvenience = Unpaid Bills

Today’s healthcare consumers expect the same convenience from their doctor’s office that they get from their favorite retailers and streaming services. When it comes to billing, clunky processes—like paper statements, limited hours for payment, or phone-only options—don’t just frustrate patients. They reduce the chances of getting paid at all.

Globally, the healthcare market is predicted to reach $54.8 billion by 2030, and a 2023 survey indicated that 62% of healthcare consumers prefer patient portals for settling medical bills. The high cost of many modern medical procedures means that patients who can’t pay immediately—or who forget once they leave the office—are more likely to let a bill lapse.

Manual systems also create unnecessary friction. Patients may be unsure of what they owe, when they owe it, or how to pay. Without automated reminders, flexible options, or user-friendly payment channels, even well-intentioned patients can fall behind.

Offering digital-first, patient-centric options in your healthcare organization, such as CSG Forte BillPay, can dramatically increase payment speed and satisfaction. These include:

  • Text-to-pay: Patients receive a secure link by SMS and pay in seconds
  • Online portals: Clear, centralized access to bills and payment history
  • Auto-pay: Reduce churn and improve on-time collections

CSG Forte’s Engage payments platform, for example, allows providers to offer installment payment options tailored to patient needs—without burdening staff with manual setup or tracking. That flexibility improves not only collections, but also patient loyalty.

In an era where patients are choosing providers based on ease of experience—not just clinical care—billing is part of your brand. Making payments simple isn’t just good service; it’s good business.

 

The Revenue Leakage You Can’t See: Delays, Denials and Write-Offs

Revenue loss doesn’t always come with a flashing warning sign. In many practices, it trickles out slowly—through payment delays, missed follow-ups, and balances that quietly slip into write-off territory. The culprit is often hiding in plain sight: manual processes.

When staff are managing payments across multiple systems—or tracking balances in spreadsheets and paper files—it’s easy for critical steps to fall through the cracks. A balance that isn’t collected at the time of service. A reminder that was never sent. A patient who intended to pay but got tired of navigating a clunky process.

These small lapses compound over time. A 2023 report from the Healthcare Financial Management Association (HFMA) found that the average medical practice collects just 55% of patient balances after a visit—down from 70% a decade ago. The decline is largely attributed to rising out-of-pocket costs and outdated billing methods that don’t match patient expectations or behavior. (source)

Even when patients do want to pay, the friction of manual workflows can be enough to cause delays. And delayed payments mean increased days in A/R, higher write-off rates, and less predictable cash flow—all of which put pressure on both finance teams and patient experience teams.

By automating billing, reminders, and payment options, healthcare practices can:

  • Reduce the number of balances that slip through the cracks
  • Accelerate revenue collection
  • Minimize administrative rework
  • Improve overall financial visibility

With Forte’s unified payments platform, providers gain access to real-time reporting, automated follow-ups, and flexible payment options—all designed to improve collections without adding complexity.

When payments run on autopilot, staff are freed up, patients are more likely to pay, and revenue becomes more predictable. The result? Less leakage, more lift.

 

Modernize Your Workflow. Maximize Your Results

The challenges of manual payment processing aren’t just about inefficiency—they’re about what your practice could be gaining if those inefficiencies were eliminated.

That’s where Forte comes in.

Our healthcare payment solutions are built to help providers streamline revenue operations without sacrificing flexibility or compliance. Whether you’re a specialty clinic, a multi-location provider, or a community health center, Forte can help you take payments off the clipboard and into the cloud.

With Forte, you can:

  • Offer flexible installment plans, helping patients manage out-of-pocket costs while improving collections.
  • Automate recurring billing and ACH payments, reducing administrative workload and ensuring steady cash flow.
  • Strengthen compliance and security with PCI DSS–compliant tools that tokenize and encrypt payment data.
  • Integrate seamlessly with your billing system, minimizing double entry and reducing errors.

Our platform combines reliability (99.99% uptime), deep industry experience, and white-glove support to ensure that implementation is smooth—and impact is immediate.

Manual payment systems may seem “good enough” until you see the real cost in wasted time, lost revenue, and patient dissatisfaction. The good news? You don’t have to settle for outdated processes. With Forte, you can future-proof your payment workflows and refocus on what matters most: delivering excellent care.

Don’t let outdated payment processes hold your practice back. Let’s talk about how Forte’s payments platform for healthcare providers can help you reduce costs, improve patient satisfaction, and simplify your payment operations—securely and seamlessly. Contact our experts to schedule a personalized demo to see what modern healthcare payments can do for you.

 How Your Business Can Start Accepting ACH Payments

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Checks get lost. Cards expire. Customers find making in-person and cash payments a pain. Automated Clearing House (ACH) payments, also called eCheck payments, offer a smarter, more stable way to move money—one that reduces fees, increases reliability and simplifies the entire payment process. For organizations looking to cut overhead and improve cash flow, it’s quickly becoming the go-to option. That’s especially true in sectors like property management, healthcare and utilities, where recurring payments and high transaction volumes make efficiency non-negotiable. If you’re ready to modernize and improve your overall processing cost, here’s what you need to know to get started.

The ACH network oversees transfers from one financial institution to another. When you accept ACH payments as a business, you allow your customers to transfer funds from their accounts to yours. Leveraging online ACH payments can be a valuable practice for several types of businesses. Read on to learn more.

 

How to Receive ACH Payments

To begin processing ACH payments, follow these simple steps:

 

Step 1: Set Up an ACH Merchant Account

The ACH network oversees electronic transfers from one bank account to another. To process these transactions, you must have an account with the ACH network to identify your business and access customer bank accounts for withdrawals. Typically, you’ll create this account through an e-payment platform.

When you set up your account, you must provide various information to prove your identity as a merchant. This information can include, among other items:

  • Certificate of incorporation
  • Federal tax ID
  • Proof of company address
  • Valid ID for company owners

Additionally, you’ll have to provide an estimated processing volume of your electronic fund transfers.

 

Step 2: Request Customer Authorization

After verifying your company through the ACH network, you can request customer authorization, which is essential to receive ACH payments. Authorization requirements exist to protect consumers from unwarranted account withdrawals from businesses. You have a few options to retrieve valid authorization from a customer. You can:

  • Receive verbal agreement over a recorded phone message.
  • Ask your customers to submit an online payment authorization form.
  • Have your customers sign a physical confirmation form.

Online authorization forms should include specific language that clearly states that the consumer assents to the transaction terms. CSG Forte can help simplify the authorization process with an online authorization process on our platform. This allows you to send the authorization form to your customers to complete the process in a few minutes.

 

Step 3: Create the Payment

With your merchant account and customer authorization, you’re ready to set up the payment with your customer. During the authorization process, your customer will provide the following information:

  • Account number
  • Bank Routing number
  • Customer name

You’ll use this information alongside your merchant details to set up the payment. You’ll also set the amount required for transfer. In the case of recurring payments, you will only need authorization and bank account information for your initial transaction.

 

Step 4: Submit Details to ACH Network

Your final step is inputting all information into the ACH system for the transfer to take place. You’ll rely on processing software to handle this last step. When you input the payment information, the ACH network alerts both banks involved in the transfer. From there, the customer’s bank will provide the funds requested by you, the merchant.

 

How Long Does It Take to Receive an eCheck Payment?

ACH payments take about three to five business days to process through the network and appear in your bank account. The process takes a few days because the ACH network needs to verify the transaction. ACH batches only operate during the business week and close at 5 p.m. EST, so consider the payment timing when determining when it should show up in your account.

You can use Same Day ACH payments if you need a faster payment option. In these cases, ACH transactions are sent and received the same day the request is made , considering cutoff times and the time-zone of origination. You can expect these payments to be settled the next business day after submitting them.

 

The Benefits of Accepting ACH and eChecks for Your Business

When you accept eCheck payments, your business and consumers can enjoy the benefits.

Convenience: The initial authorization process for ACH payments can take as little as a few minutes for you and your customers. Once authorization is complete, your customers can send payments to you with the press of a button. These payments’ convenience is undeniable, especially for e-commerce businesses handling all transactions online. By offering convenient digital payment methods, you’ll improve the consumer experience for all types of products and services. While you can enjoy the convenience of eliminating paper checks, your customers can skip writing them out and mailing them to you. Happier customers lead to more business and a positive reputation all around.

Cost: Processing physical checks and counting out cash can be an expensive process with the manual labor involved. Additionally, credit and debit card charges can be on the pricier side. ACH payments typically come with low, flat rates per transaction, allowing your business to offer convenient payments without overextending your financial resources. You can reinvest the money you save on administrative overhead into your business and its growth. The reduced manual labor can also decrease the need for more internal team members, saving money on payroll—even as you grow.

Protection: The ACH network is highly regulated and secure to keep money safe as it transfers from one bank account to another. While many layers of security protect financial data as it moves from institution to institution, there are also clear reasons for disputing charges. Consumers want to know their bank account information is safe during authorization, and your third-party ACH provider should have that covered. With CSG Forte, tokenization replaces sensitive data with a token that is generated randomly and has no intrinsic value. Our end-to-end encryption and compliance with financial regulations provide the trust and data protection you and your consumers are looking for.

Efficiency: Online payments through the ACH network lend themselves to automation. Integrate your payments platform with financial management software to keep track of all money coming in and going out via ACH transfers. With the help of automation, your team can greatly reduce administrative responsibilities. Additionally, eChecks or ACH payments are among the most common payment types used for recurring billing. Consumers can also enjoy the efficiency of money automatically taken from their accounts each month, reducing their payment responsibilities and eliminating late fees.

 

What Types of Businesses Can Use ACH Payment Processing?

Small and Medium-Sized Businesses

Many small and mid-sized businesses understand the importance of offering convenient payment options for their customers. However, these businesses also have fewer resources than larger enterprises and wonder if they can afford the fees associated with electronic payments processing. ACH payments have relatively low fees compared to credit card processing and far less administrative overhead than processing checks. When you’re looking for convenient payment options at a reasonable price, ACH payments are the way to go.

Integrated Software Vendors

Integrated software vendors (ISVs) provide software as a service (SaaS) that depends on a subscription model. These businesses are ideal for ACH payments because recurring payments are simple to set up.

When ISVs collect payments from several sources in multiple formats, managing finances can be complex. These businesses also often operate with projected income rather than actual income, so staying organized and tracking the money coming in is essential. Online payments with ACH transfers unify payments from clients and make financial tracking easy.

Enterprises

Larger companies often have significant customer bases to match. With payments coming from many different sources, tracking cash flow and reconciling payments can become complex. ACH payments provide the efficiency of automation, allowing enterprises to manage their incoming payment volume.

Government Agencies

Donors, constituents and more send money to government organizations. Whether an organization is municipal, state or federal, accepting payments from multiple sources can be challenging. With ACH transfers, organizations can securely house their payments under a single system while reducing administrative strain on internal teams.

 

How Can CSG Forte Help You?

CSG Forte offers a complete, end-to-end payments solution with Dex. Our platform allows you to seamlessly and securely accept transfers from your customers, empowering your business with payment flexibility and reduced administrative responsibilities. See what CSG Forte can do for you, and get started with us today.

How Much Revenue Is Expired Data Costing Your Business?

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Every time a payment fails due to outdated customer data, it’s more than just an inconvenience—it’s a missed opportunity.

For businesses that rely on recurring revenue, especially those with subscription models, expired credit card information and incorrect details directly impact revenue. Failed payments lead to frustrated customers, wasted resources and a growing administrative headache. Even worse, those missed payments can snowball into increased churn, lost trust and long-term damage to customer relationships. If your business hasn’t adopted a solution to proactively update this information, you’re likely leaving money on the table.

With CSG Forte’s Account Updater, businesses know their payment data is always current—helping eliminate payment failures and maximize revenue. Let’s take a closer look at how expired customer data might be quietly draining your profits, and how automating updates can stop the leak.

 

The Problem: Expired Customer Data Is Costing You More Than You Think

When a customer’s credit card expires, their payment information is no longer valid, which means failed payment attempts are inevitable. This is a frequent issue in businesses that rely on subscriptions, recurring services, or membership fees. According to a 2021 report by LexisNexis Risk Solutions, failed payments cost the global economy around $118 billion. If your business isn’t actively updating payment information, you could be contributing to this massive revenue gap.

The effects of expired customer data go beyond just revenue loss. Failed payment attempts often lead to customer frustration. The more times a payment fails, the more likely customers are to cancel their subscriptions or switch to a competitor. Additionally, businesses are forced to expend valuable resources trying to chase down updated payment details or contacting customers for manual updates. This increases operational costs and takes time away from more strategic tasks.

 

The Solution: CSG Forte’s Account Updater for Seamless Payment Continuity

CSG Forte’s Account Updater solution is a game-changer for businesses dealing with expired or incorrect customer data. By automatically updating payment methods when credit card information changes, Account Updater ensures that payments go through seamlessly. With our solution, you’re automatically notified whenever a customer’s payment data is updated, whether it’s a new expiration date, a change in account number or any other modification.

Take Hall’s Culligan Water, for example. By integrating Forte’s Account Updater to its existing Forte bill payment solution, the company was able to drastically reduce the number of failed transactions, ensuring that their customers’ services continued uninterrupted. The company also saw immediate profits: In one month of using Account Updater, Hall’s Culligan increased its collection rate by 3%, processing $258,000 more in payments than the month before.

This not only helped the company maintain consistent revenue flow, but it also led to improved customer satisfaction. Account Updater completed 4,000 cardholder updates without any Hall’s Culligan employee intervention, locating $193,000 from cards on file that simply needed their expiration date updated. With fewer payment failures and less staff time spent on collections, Hall’s Culligan was able to focus on delivering high-quality service rather than tracking down payment issues.

By using Account Updater, businesses can avoid the need for manual payment updates, ensuring that payments are processed smoothly and efficiently, meaning fewer interruptions, reduced customer friction and a more predictable revenue stream.

 

The Benefits: Why You Can’t Afford to Ignore Expired Customer Data

  • Reduced revenue loss: Expired or outdated payment data is one of the leading causes of failed payments, directly impacting your bottom line. Using Forte’s Account Updater ensures that payments go through without interruption, preserving revenue and reducing churn.
  • Improved customer retention: Customers hate dealing with payment failures. Each failed transaction increases the likelihood that customers will cancel their service or switch providers. By automating the update process, Forte’s Account Updater removes this point of friction, creating a better experience for customers and encouraging long-term retention.
  • Operational efficiency: Chasing down customers to get updated payment details takes employee time and resources that could be spent on more important tasks. With Account Updater, the process is automated, freeing up your team to focus on improving customer experience and driving growth instead of resolving payment issues.
  • Better customer experience: A seamless, hassle-free payment process is one of the easiest ways to improve customer satisfaction. When customers don’t have to worry about updating their payment details or dealing with payment failures, they’re more likely to stay engaged with your business. This leads to higher satisfaction, loyalty, and lifetime value.

 

Don’t Let Expired Customer Data Impact Your Bottom Line

Expired customer data is a hidden drain on your business revenue. While it may seem like a minor issue, the impact of missed payments, lost customers and wasted time can add up quickly.

With CSG Forte’s Account Updater solution, businesses can eliminate the risks posed by outdated payment data, ensuring that payments go through smoothly, improving retention and ultimately boosting revenue.

Ready to stop letting expired customer data cost you money? Talk to an expert today and discover how CSG Forte’s Account Updater can help streamline your payment processing, reduce churn and unlock your business’s full revenue potential. Get in touch with one of our payments experts.

5 Reasons Utilities Should Embrace Online Payment Solutions

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In an era where everything from shopping to banking is happening at the speed of a click, the utility industry must keep pace or risk being left behind. For many customers, paying utility bills through traditional methods—like checks or in-person transactions—is becoming as outdated as dial-up internet. But the shift to digital payment systems isn’t just a trend—it’s a necessity for utilities aiming to stay relevant and serve their customers efficiently.

Online payment solutions offer a streamlined, secure, and convenient way for utilities to process payments while simultaneously improving customer experience. The digital revolution has transformed how people manage their finances, and utilities that fail to adapt to this change may find themselves struggling to meet rising expectations.

According to a 2022 report by the Federal Reserve, nearly 70% of consumers prefer making payments digitally rather than through traditional methods. That’s why now is the time for utilities to make the leap and offer their customers the convenience they expect. Here are five reasons utility providers should make the shift to accepting online payments.

 

1. Enhanced Customer Convenience and Satisfaction

Online payment platforms provide customers with the ability to pay their bills anytime, anywhere and using the method they prefer—whether that’s a mobile app, bank transfer or digital wallet. This 24/7 access makes it easier for consumers to stay on top of their bills and eliminates the need to visit a physical office or send a check by mail. In fact, a recent report by Deloitte found that 52% of U.S. consumers prefer using mobile payment apps for their utility payments, demonstrating a strong preference for digital over traditional payment methods.

Additionally, online payment solutions can be integrated with automated billing reminders, ensuring that customers are notified of due dates and reducing the risk of late payments. This not only keeps payments on track but also helps avoid penalties and service interruptions, which are key contributors to customer satisfaction.

By offering easy-to-use digital payment options, utilities are more likely to foster a positive relationship with their customers, leading to higher retention rates and improved overall satisfaction. Utilities can also take advantage of these platforms to customize user interfaces, providing a more personalized and streamlined experience.

 

2. Operational Efficiency and Cost Reduction

Switching to online payment systems significantly enhances operational efficiency for utilities. Traditional methods of payment processing, like handling checks, manually reconciling payments and maintaining in-person payment facilities, are resource-intensive and prone to human error. By adopting digital payments, utilities can reduce these inefficiencies and streamline their processes, freeing up valuable time and resources.

One of the main advantages of online payment solutions is automation. With automated payment processing, utilities can eliminate the need for manual data entry, reducing the risk of mistakes and cutting down on administrative workload. This leads to faster payment processing and more accurate records, which can be easily integrated into existing accounting systems for seamless reconciliation. According to a 2024 survey by the Federal Reserve, 74% of consumers prefer digital payments for their convenience, and businesses are following suit by adopting digital methods to reduce time spent on manual tasks.

Additionally, with online payments, utilities can eliminate the need for physical payment locations and costly paper-based billing, further reducing overhead. This shift to digital solutions results in savings that can be reinvested in improving infrastructure, upgrading technology, or enhancing customer service. Utilities that adopt these systems are also better positioned to handle increasing volumes of transactions without requiring additional staff or resources, ensuring scalability as their customer base grows.

For utilities looking to optimize their operations and reduce costs, CSG Forte’s payment solutions offer the efficiency and flexibility needed to stay competitive. Learn more about our approach to payment automation.

 

3. Improved Cash Flow and Revenue Collection

Online payment solutions provide utilities with the tools to enhance cash flow and improve revenue collection. The faster payments are processed, the quicker utilities can access the funds needed to maintain and grow their operations. Digital payment platforms help eliminate the delays typically associated with traditional payment methods, such as mailed checks or in-person payments. With online payments, the transaction process is faster, reducing the time between billing and revenue recognition.

One of the key benefits of digital payments is the ability to offer recurring payment options, such as direct debits or automated credit card payments. These options make it easier for customers to stay current with their utility bills, minimizing the likelihood of missed or late payments. A report from the Federal Reserve shows that nearly seven out of 10 consumers use mobile devices to send or receive payments, and nearly 80% of respondents are interested in leveraging faster payments.

In addition, automated reminders and late-fee notifications can be set up to encourage timely payments, further improving collection rates. These features help utilities avoid service disruptions due to late payments, keeping cash flow steady and predictable. By automating the billing and payment process, utilities can also reduce the cost of collections and administrative efforts, directing resources to more strategic tasks.

For utilities looking to improve cash flow and streamline collections, CSG Forte offers tailored solutions that integrate seamlessly with your systems. Learn more about how our payment solutions can help your organization enhance revenue collection.

 

4. Enhanced Security and Fraud Prevention

Adopting online payment systems not only improves efficiency but also enhances the security of transactions, which is crucial for utilities handling sensitive customer data. With the rise of cyber threats, ensuring that payment systems are secure is a top priority for any organization. Digital payment platforms are designed with advanced encryption protocols and security features that protect both utility providers and customers from fraud.

One of the significant advantages of online payments is the use of tokenization and encryption technologies. These methods ensure that sensitive payment information, such as credit card numbers or bank details, is securely transmitted and stored. According to a 2022 report by Cybersource, 56% of merchants utilize tokenization to protect customer data and reduce the risk of data breaches, highlighting its effectiveness in enhancing payment security.

Moreover, online payment solutions often include built-in fraud detection systems, such as multi-factor authentication (MFA) and real-time monitoring of transactions. These features help identify suspicious activity and prevent unauthorized access before it can cause harm. By adopting these systems, utilities can maintain compliance with regulatory standards while protecting customer data and preventing costly breaches.

For utilities looking to enhance payment security, CSG Forte’s payment solutions are designed with the highest standards of encryption and fraud prevention. Discover how we can help secure your transactions and protect both your organization and your customers.

 

5. Scalability and Adaptability for Future Growth

As utilities expand their customer base and adapt to changing industry needs, having a scalable and adaptable payment system becomes crucial. Online payment solutions offer the flexibility to grow alongside a utility’s needs, allowing organizations to efficiently manage increasing transaction volumes without needing significant infrastructure changes or additional staff.

One of the key advantages of digital payment systems is their cloud-based nature. These systems are not bound by physical limitations and can easily scale to accommodate growing numbers of users and transactions. According to a 2022 report by Deloitte, 68% of utilities that adopted cloud-based payment systems have experienced greater operational flexibility and scalability, allowing them to serve more customers without sacrificing performance or service quality.

Additionally, online payment platforms are designed to integrate with emerging technologies, such as mobile wallets, as customer preferences evolve. As new payment methods become mainstream, digital platforms can adapt by incorporating these technologies, ensuring that utilities stay ahead of the curve and continue to meet customer expectations.

This adaptability is critical as utilities increasingly serve a diverse range of customers with different payment preferences. Offering multiple payment options—such as one-time payments, subscriptions, and installment plans—ensures that utilities can cater to varying customer needs while maintaining operational efficiency.

By embracing scalable and adaptable online payment systems, utilities can future proof their operations, supporting both current demands and future growth.

 

Why CSG Forte?

Incorporating online payment solutions is not just a way for utilities to keep up with customer expectations—it’s an opportunity to enhance operational efficiency, improve security and build a more sustainable and scalable future. By embracing digital payment methods, utilities can streamline their processes, improve customer satisfaction, and better position themselves for growth in an ever-evolving landscape.

To learn more about how Forte’s payment solutions can help your utility modernize its payment infrastructure and achieve these benefits, explore our resources and case studies tailored to the utility sector. Visit Forte’s Utility Solutions to get started today, download our comprehensive eBook on digital payment solutions for utilities to see how we can help you take the next step toward digital transformation or contact the CSG Forte experts to schedule a demo.

5 Reasons You Should Offer Your Constituents Installment Payment Options

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With online transactions increasingly becoming the norm, governments and municipalities that offer installment payment options to their constituents increase their chances of getting paid on time. One recent survey indicated that 63% of respondents reported making government payments through a website. It’s worth considering updating your system to provide constituents with the financial flexibility they truly want.

Offering flexible payment solutions, such as installment plans, not only facilitates easier financial management for residents but also fosters a more positive relationship between the government and its citizens. For instance, the Internal Revenue Service provides installment agreements that allow taxpayers to pay their taxes over time, helping to avoid penalties and reduce the financial burden on individuals.

Are installment payments right for your agency’s menu of fee and fine collection options? Here are five compelling reasons why installment payments should be a standard offering for your department.

 

1. Make it easier for constituents to decide what they can afford

When unexpected expenses arise, it can be challenging for people to pay large bills all at once. For example, if a resident’s water bill triples due to a malfunction in their home water system, paying the entire amount upfront can be a significant burden. By offering installment payment options, governments can create a more manageable payment experience for their constituents. This approach not only lowers the barrier to entry for municipal services but also strengthens the relationship between the government and its taxpaying residents.

 

2. Cover all service needs with one invoice

At CSG Forte, our goal is to simplify the payment process for both governments and their constituents. We can organize and present a comprehensive billing experience that includes options for utilities, recreational services, fines, fees and other one-time or recurring services. By consolidating all service needs into a single invoice, governments can streamline their billing processes and make it easier for residents to manage their payments.

 

3. Enable standardization for your service teams

Supporting outdated payment methods can be a significant pain point for government service teams. Countless service calls and unhappy constituents can create a stressful and inefficient work environment. By shifting to modern payment options including installment plans, governments can reduce the number of service calls and create a more predictable and aligned approach for their internal teams. This shift not only improves the experience for constituents but also allows government employees to focus on their core responsibilities.

 

4. Align with the industry shift in consumption

Today’s consumers are increasingly accustomed to monthly payment options for a wide range of services and products. Rather than committing to large, upfront expenses, many people prefer the convenience and affordability of spreading payments out over multiple months or years. By offering installment payment options, governments can align with this industry trend and meet the expectations of their constituents.

CSG Forte provides a convenient and easy to implement monthly payment option that can help governments stay in step with modern consumption habits.

 

5. Make it easier to upgrade to new services

Once residents become accustomed to monthly payments for services, it becomes much easier to introduce upgraded solutions near the end of the term. When new, enhanced services are recommended, they are often anticipated and welcomed by constituents because the expense is already part of their monthly budget. This approach not only benefits residents by providing them with improved services but also creates a long-term relationship between the government and its citizens.

CSG Forte is dedicated to helping governments and municipalities implement modern payment solutions that benefit both their constituents and their internal teams. Our comprehensive billing solutions are designed to simplify the payment process, reduce administrative burdens, and improve the overall experience for residents. By partnering with CSG Forte, governments can take advantage of our expertise and technology to offer flexible, convenient, and affordable payment options.

Offering installment payment options is a smart move for governments looking to improve their financial interactions with constituents. By making it easier for residents to manage their payments, covering all service needs with one invoice, enabling standardization for service teams, aligning with industry consumption trends, and facilitating upgrades to new services, governments can create a more positive and efficient payment experience. With the support of CSG Forte, implementing these solutions has never been easier.

Ready to get started? Get in touch today by contacting our team of experts.