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In many essential service sectors, payment journeys still rely on traditional and low-digital processes. In Brazil’s energy sector, where millions of consumers pay their bills every month, simplifying the payment experience has become key to improving customer experience, reducing delinquency and increasing operational efficiency.
A clear example of this transformation is the partnership between Grupo Equatorial, the third largest energy distribution group in Brazil by number of customers, and Bemobi.
With the implementation of new payment channels and methods, the company now collects more than R$118 million per month through digital channels.
For decades, electricity bill payments in Brazil were commonly associated with boleto bancário, a traditional payment method widely used in the country, as well as in-person processes.
Today, consumer behavior has changed. Customers expect the same level of convenience they experience in e-commerce or mobility apps: paying in just a few clicks using their preferred payment method.
To keep up with this evolution, Grupo Equatorial expanded its payment infrastructure to support multiple payment options. These include:
Customers can also install payments in up to 24 installments, offering greater flexibility to settle outstanding bills.
One of the main outcomes of the partnership was the creation of a multichannel payment journey, allowing customers to choose how they want to pay their bills. Today payments can be made through several touchpoints:
This strategy reduces friction in the payment journey and gives consumers greater autonomy.
Another operational innovation is the ability to accept payments during field service visits.
Grupo Equatorial already operated a large field collection operation using Smart POS devices. The company has now expanded this capability by using Pin Pads connected to corporate smartphones, allowing contactless payments directly during field visits.
In practice, this means that customers with overdue bills can resolve their payment immediately, without needing to access another payment channel.
This model improves collection efficiency and reduces the need for additional customer interactions.
In addition to digital channels and field operations, Grupo Equatorial also introduced self-service kiosks in physical service agencies.
These kiosks allow customers to access services and make payments more autonomously, reducing queues and waiting times.
This hybrid model — combining digital, physical and assisted channels — is becoming a key trend in the digital transformation of utilities.
The partnership between Bemobi and Equatorial began in 2022, initially covering three distribution companies in the group, and expanded in 2023 to all of the company’s distributors.
Since then, the operation has already processed more than R$1.3 billion in payment volume.
The project demonstrates how payment digitalization can generate meaningful gains for both companies and consumers.
For recurring service companies, payments are no longer just a financial transaction. They now play a central role in customer experience and revenue predictability.
By integrating multiple payment methods, digital channels and smarter billing solutions, companies can:
This is where Bemobi operates, helping companies turn payments into a competitive force for their business.