How Intech Tapped Text-to-Pay to Transform Texas Court Payment Processes
Introduction: Confusing Court Payment Systems Mean Less Revenue, More Frustration
Outdated, cumbersome payment systems make collecting constituent payments for court fines and fees difficult for the tireless clerks who help Texas courthouses run smoothly. Many residents call in their payments rather than coming to the courthouse, meaning clerks often take payments manually over the phone—a lengthy and often frustrating process.
Well-meaning constituents often struggle through complex web payment portals, long phone wait times and confusion around entering payment details—leading to missed payments and unnecessary administrative burdens.
That’s where Texas-based Intech comes in. Intech has more than 35 years’ experience creating tailored, integrated solutions that optimize court processes and workflows. Intech’s innovative platform, combined with CSG Forte’s secure and scalable payment solutions, is revolutionizing how courts manage payments. Intech’s user interface coupled with Forte’s robust payments platform provides a streamlined, user-friendly system that simplifies payments for residents while reducing the workload for court staff, empowering Texas clerks like those in Dimmit and Navarro counties to provide a smoother, faster and more efficient payment experience for everyone involved.
The Challenge: Communication Barriers Create Payment Bottlenecks
Before introducing CSG Forte Text to Pay, processing court payments was an administrative headache.
Rosie Alfaro, who’s served as a court clerk in Dimmit County, in South Texas, for more than a decade, struggled with phone calls from residents who couldn’t navigate the old online payment portal. “Some of them have a really hard time finding the page or navigating through it,” Rosie shared. She and her coworkers regularly had to walk residents through the complex payment process, often spelling out URLs and explaining details letter by letter. This was especially difficult given the high percentage of non-native English speakers in Dimmit County. “We have to fill it out letter by letter in Spanish, and some of those letters we can't sometimes pronounce or say in Spanish,” Rosie explained.
Navarro County court clerk Cindy agrees that before adopting Forte Text to Pay, phone payments were challenging and time consuming. “The biggest problem was the language barrier,” Cindy explained. “Some people couldn’t navigate the website or enter their birthdates correctly, and it created a lot of frustration.” Esther Hernandez, a clerk in Dimmit County for 15 years, had been using a manual form to email residents with payment instructions. She reported facing similar difficulties. “It was especially hard when people didn’t know how to navigate the internet,” she said.
The Solution: Intech + CSG Forte Text to Pay Bridges Communication Gaps
Intech’s software helps courts streamline the management of fines, tickets and fees, improving efficiency and reducing administrative burden. Through the partnership with CSG Forte, Intech leverages Forte’s reliable payment processing platform to ensure secure, seamless payment collection.
One of the key features Intech has integrated is Forte’s Text to Pay. Court clerks can send secure payment links via SMS, allowing residents to pay their fines immediately, directly from their mobile phones. This reduces friction and increases payment completion rates. The simple approach is particularly beneficial for courts facing language barrier challenges or limited internet access among residents.
Forte also supports Intech with several additional features:
· Omnichannel payment solutions: Residents can pay through their preferred method—SMS, email, or phone.
· Automated payment reminders: Reminders are sent automatically to ensure timely payments without manual follow-up.
· PCI-DSS compliance and security: Ensures all transactions are secure and compliant.
· Customizable payment plans: Courts can offer flexible payment schedules, improving accessibility and retention.
By pairing Intech’s payment management software with CSG Forte’s secure processing, courts can streamline operations, increase revenue collection and offer residents a more convenient, flexible way to pay.
Results: Accounts Received Increased by 3X in the First Operational Week
The results have been transformative. Rosie was shocked when she totaled the deposits in the first week following Text to Pay’s implementation: Weekly credit card deposits increased by over 230%.
She was also thrilled at the efficiency, estimating Text to Pay shaves off as much as 20 minutes on each payment collection transaction. “I absolutely love it. This is just the greatest thing ever,” she said. “If they feel like paying now, here's the link and they can get right to it,” she said. With the ability to send text links, residents who previously had difficulty accessing a computer can now pay directly from their phones, increasing convenience and timeliness.
Cindy reports a noticeable boost in customer satisfaction. “It’s been a huge improvement over the old system,” she said. Esther also praised its simplicity and effectiveness. “I haven’t had to walk anyone through the steps, and it’s just fantastic,” she said.
Looking Ahead: Happier Constituents, More Revenue
Efficiency and productivity have soared in Dimmit County. Rosie loves that customers can pay on the spot. “If they want to pay now, here’s the link and they can get right to it,” she said. Esther is excited to begin using the voice-to-pay feature, especially for Spanish-speaking residents, and said it’s been a “huge improvement” over the old system. Cindy appreciates the reduction in errors thanks to Text to Pay: “You’re taking their information, plus you're checking their phone number. It’s just a lot easier.”
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