Celebrating Four Years of BillPay Kiosk
Four years ago, we introduced BillPay KioskTM to the utilities market during an unprecedented time – the COVID-19 pandemic. Our goal was simple: to help utility customers, especially those reliant on cash transactions, to pay their bills on time even when offices were closed.
This month we celebrate the incredible journey and achievements of BillPay Kiosk. What started as a tool to help businesses stay open and operate safely during a time of fear and uncertainty has evolved into an essential tool that lightens the load on employees and speeds up transactions for customers.
Our Vision and Impact
“Our vision was to support the unbanked and underbanked, providing them with flexible options to pay bills at their convenience,” says Lori Lamothe, Product Manager for DynaTouch. BillPay Kiosk enabled customers to make payments 24/7, eliminating the need to take time off work. This flexibility has been a game-changer for many, but continues on today. In 2024, a quarter of payments through BillPay Kiosks occur after regular business hours and on weekends, and 57% of all transactions are made with cash.
Lessons Learned
Over the past four years, DynaTouch has listened to our customers’ (and their community’s) feedback to guide our updates and improvements. We’ve learned that our customers highly value the quality and convenience of our kiosks. Payments come in many forms – cash, credit, and check – and those payments are made at all hours of the day. This convenience helps utilities reconcile accounts accurately and securely in real-time, reducing the need for drop boxes and increasing overall security.
Exciting Upgrades
Since the initial launch of BillPay Kiosk, “we’ve made significant upgrades,” Lori shares:
- Customers can now choose how they receive receipts: printed, text, or email.
- Kiosk Konnect allows video conferencing with utility customer support teams.
- We’ve updated our original indoor kiosk design and currently offer indoor, outdoor and through-the-wall units.
- The movement towards using EMV devices enhances security for credit and debit transactions.
- We’ve integrated with more payment processors and Customer Information Systems (CISs) and added support for 11 languages.
Personal Rewards
For the whole DynaTouch team, from development to project management to customer support, the most rewarding part of this journey is knowing they make a difference for individuals and families who rely on cash transactions, those who require service in an another language, or those who otherwise prefer paying their bills in-person. “We provide a secure, user-friendly solution in multiple languages, making bill payment accessible to all,” Lori says.
Looking Ahead
BillPay Kiosk for utilities is just the beginning. This solution can be applied to various markets, including tax and court payments. As labor shortages continue, our kiosks will provide a quick and easy option for collecting payments. These kiosks ease the burden on understaffed offices, allowing customer service employees to re-prioritize their work and focus on critical tasks. As seen in many industries, the shift towards self-service enables businesses to enhance customer satisfaction and success while routine tasks, like accepting payments, are automated.
John R. Becconsall, Executive Vice President of DynaTouch, reflects on this milestone:
“Marking the 4th anniversary of BillPay Kiosk is a proud moment for DynaTouch. This milestone reflects our commitment to innovation and service excellence. As we continue to grow, we anticipate even greater advancements and successes in the future.”
To our customers: thank you for being part of this journey with us. Here’s to many more years of innovation and service!
