Paperless Billing Delivers Benefits

In today’s tight economy, utility companies are pressured to improve customer satisfaction, reduce costs, and protect the environment. A successful billing method helps Aqua America achieve all of these goals.

Aqua Online, the paperless billing solution, gives customers the option of receiving their water or wastewater bill electronically through the Aqua website. It also allows customers the option of paying their bill electronically. The system is convenient for customers, lowers paper and postage costs and saves trees.

The move to Aqua Online will bring rewards. According to a survey by PayItGreen, there is a direct connection between paperless billing and customer satisfaction – customers who switch to online payments tend to be happier. The paperless system will also bring significant cost savings to Aqua “Financially, it’s less expensive for the company to send an electronic bill than a paper bill, mainly because we eliminate the cost of postage,” explained Aqua Regional President Rick Fox, who was vice president of customer operations when the company developed Aqua Online. 

“There’s also a much quicker delivery time, and when people get a paperless bill, they typically pay a few days sooner than they do with a paper bill.”

The change to paperless will also conserve tress. Aqua typically mails around 850,000 paper bills a month, each one generating at least three pieces of paper: the bill, the return envelope and the mailing envelope. Often, other paper materials – billing stuffers, letters and regulatory information, such as water-quality reports – are also enclosed in the mailings.

Using less paper is only part of the environmental picture. According the PayItGreen survey, if 20 percent of American households switched to paperless bills, statements and payments, more than 100 million gallons of gasoline would be saved, annually, and greenhouse gases emitted by delivery vehicles would be reduced. 

 

For more Information: 

Sign-Up for Aqua Online Billing

 

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Aqua's Youngest Customer Calls For Help

When four-year-old Marcus in Palmyra, Virginia, accidentally flushed a coin down the toilet, he knew exactly who could help. Since Aqua runs the wastewater plant that serves his neighborhood, Marcus dictated a letter to his Mom asking us to please find the coin — he thinks it was a dime — and send it back to him. Marcus described the money for us (small and silver) and told us that if we happened to find two coins, we could give the second one to his friend, whose money had also gone missing.

 

While this dilemma was a little outside our scope of work, Aqua Virginia President Shannon Becker understands that we don’t just serve houses, we serve families, and Marcus was counting on us to fix a problem. Without getting into the complexities of sewer treatment systems, Shannon decided the original coins weren’t just hard to find, but also likely no longer desirable! That’s why Shannon dropped by to visit Marcus and his family on Monday, Oct. 14 to personally deliver two silver dollars — one for Marcus and one for his friend.

 Marcus and his family appreciated the visit, but Shannon might have enjoyed it most. “I think Marcus was amazed that his dime somehow turned into a silver dollar, although I made it pretty clear that this is not how to make your money grow,” said Shannon. “Aqua delivers a critical service that families depend on, and if they have a problem that we can help solve, they can depend on us to try to fix it.”

 

Marcus knows he can take that promise to the bank.

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Welcome to the Aqua blog!

Welcome to the Aqua blog!

Since 1886, Aqua has provided families with quality water service. In 2013, about 3 million people in 10 states use Aqua America as their water and wastewater utility. Over the past century, we’ve seen our fair share of change as a company and a community, including the way we communicate. We know that you’ve changed the way you communicate too. In the past, we received letters and phone calls from our customers, but now you want to talk to us online and through social media.  

We created our social media sites to better inform, educate, assist and engage with you, our customer. Aqua is equally dedicated to our customers, employees, shareholders and communities, as each represents our success and our potential growth. Whether you have an issue, comment or just want to chat, Aqua’s social accounts are here to help. We’ll listen to what you have to say. 

The blog you’re currently reading will cover a wide range of recyclable/green topics, customer questions and highlights about our employees and volunteers. We feel this is a great opportunity for you to get an inside look at who we are and what we stand for as a company.

Our Facebook will keep you up-to-date on what’s happening in the water industry through third-party news articles, fun and informative visuals. It will also be a place where we can communicate directly with our customers. We’ll share photos of new projects around the country and highlight employee culture and customer service stories.

The Aqua America Twitter page will be your main source to interact with us so we can provide support and help point you in the right direction. If an emergency arises, our Twitter account will also serve to help keep you updated in real time. 

Please pop over to say hi, ask questions and see everything that they have to offer. 

See you on the Internet!

- The Aqua Team

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