Tombigbee EPAElectric cooperatives
6,000 payments a month, and under 5 minutes to post them.
Tombigbee Electric Power Association has served Northeast Mississippi since the 1940s. See how it went from four customer service reps posting payments by hand to scanning, uploading and depositing them electronically.
6,000payments received every month
< 5 minto post payments electronically
2locations running the system
> 50%less time to process payments
The challenge
Four customer service staff, four to six hours a day.
Before AQ2, four customer service representatives opened and posted payments while also handling walk-in payments and phone calls. Processing the 6,000 payments Tombigbee receives each month took four to six hours a day.
Payments also had to wait for physical transport to the nearest bank branch.
Tombigbee needed its customer service staff back on member questions.
Before AQ2
With AQ2
Four customer service staff spending 4–6 hours a day on payments
Payments and deposits processed in less than half the time
Payments waiting for a trip to the bank branch
Included in the full case study
Payment questions that took time to research
Included in the full case study
Get the full story, plus the full impact breakdown.Get the PDF
Inside the full case study
What changed for payments and for members
- How scanned payments upload into Tombigbee's billing software
- How Check 21 cuts down trips to the bank
- What changed for member service and payment inquiries
- Why Tombigbee put the system in at both of its locations
- Tombigbee's estimate of total processing hours once electronic transfer is fully running
“With the automated system, our customer service representatives are free to deal with customer needs.”
Bruce WilliamsGeneral Manager, Tombigbee Electric Power Association
More time for members. Less time on payments.
Read how a rural cooperative modernized its payment process.