Bringing e-Billing Ease to Aqua

As the decade comes to a close, we can’t help but look back and reflect on all of the growth of the company and the new services and projects we’ve introduced to our customers over the past 10 years.

Speaking of new services, did you know that we have multiple new e-Billing features that make it easier than ever to pay your water bill? To learn even more, we spoke with Manager of Collections, Billing, and Cash Applications Jack Farnsworth to get the details of four newly improved features and how they benefit Aqua customers across all eight of the states we serve.

Payment arrangement

We’re pleased to say that our payment arrangement feature is now active in all Aqua states. Payment arrangements are available to any Aqua customer who has fallen behind on their payments, and the feature allows customers to take the past due months and stretch them out for several months until they are caught up.

“The invoices were modified to clearly provide the monthly installment, the number of payments remaining and the total balance of the payment arrangement,” Farnsworth added. “At Aqua, we listen and value our customers—this change came directly from customer feedback. We’re glad that these new invoices help customers better understand their payment arrangements for a stress-free experience.”

Text reminders

Constantly worried about missing a payment? Never fear! Aqua has partnered with Speedpay to give our customers the option to receive text reminders to easily avoid late charges. The text feature sends a message five days before the payment is due, the day it is due, and five days after.

The text reminders also provide a hyperlink that customers can click through to make their payments. Head here to become one of the 14,000 and counting Aqua customers utilizing this convenient text option! 

Daily account balance

You asked, we listened. Our call centers have received a large volume of customers asking for their current account balance over the years, so Aqua decided to make it even easier to check your bill. Simply log onto the Aqua WaterSmart website to view your daily balance. Easy peasy!

One-time payment availability

Previously, only Aqua customers enrolled in e-Billing were able to make a one-time payment via the WaterSmart website. Now, all customers can use this feature to pay bills electronically as many times as they please. We’ve seen an increase in customers utilizing this feature in 2019, and we hope to continue this growth through 2020. 

“Everything proposed, achieved, or rejected is for a better customer experience,” Farnsworth said of all these e-Billing improvements. “These features were all created to provide our customers with more information, faster information, and ease of payment.”

“I am very excited about all the customer enhancements we have implemented this year,” said Georgetta Parisi-Knup, vice president, customer operations. “Offering our customers a wide range of options across multiple platforms is important as we continue to focus on improving our customers’ experience with Aqua.” 

Our customers are always our priority, and we hope these efficient new features make life just a little bit easier. Cheers to a great 2019 and an even better 2020!

 

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