Community Spotlight: How University of Montana Streamlined Tuition Payments and Improved the Student Experience

For students at the University of Montana (UM), managing tuition and campus payments once meant receiving paper bills, waiting for manual updates after adding or dropping classes, and contacting the business office to set up or adjust payment plans. Today, through a campus-wide modernization effort and a partnership with Nelnet Campus Commerce, students can view real-time billing updates and enroll in payment plans online within minutes.

Before partnering with Nelnet Campus Commerce, students at UM experienced delays in billing updates and often had to contact the business office to enroll in or adjust payment plans. Tuition bills were distributed on paper, and changes required manual intervention.

Today, students can log into a centralized, online payment portal to view real-time billing information, enroll in automated payment plans, and manage their tuition payments in one place. The shift to digital self-service tools has created a faster, more transparent experience for students while reducing administrative workload.

The transition delivered immediate results, with more than 900 students enrolling in payment plans within the first month and a measurable reduction in student calls to the business office.

“We have more students who are able to navigate their billing and payment options independently,” said Lucy Logan, Executive Director of Student Financial Services at UM. “Our student call and email volume has significantly decreased since we launched these user-friendly products.”

Before partnering with Nelnet Campus Commerce, the University of Montana relied exclusively on paper billing and fully manual payment plan processes. Students received printed bills, and staff manually set up and adjusted payment plans without digital automation.

• Paper-only tuition bills with no real-time online access
• Manual payment plan setup and adjustments
• Duplicate data entry, requiring staff to enter the same payment and billing information into multiple systems
• Staffing strain driven by location and cost-of-living challenges

“When I first got to UM, everything was about 15 to 20 years behind. We had paper bills, we had manual payment plans. So the Nelnet Campus Commerce system has significantly improved our day-to-day processes,” Lucy said.

To address these challenges and modernize its tuition payment operations, the University of Montana focused on digitizing and automating key billing processes, including:

• Implementation of digital, automated payment plans
• Integration of online payment solutions with Banner ERP
• Alignment of payment workflows during Banner’s migration from on-premises infrastructure to Ellucian’s managed cloud environment
• As UM transitioned its Banner ERP system to the cloud, maintaining stable, secure payment processing was critical.

“The Nelnet Campus Commerce team was able to quickly adapt to our changing needs while we were migrating our Banner ERP from an on-premises system to Ellucian’s managed cloud solution. Their support enabled us to modernize our student tuition payment process by reducing technical friction and improving the user experience, allowing students to enroll more quickly and seamlessly,” Corey explains.

Throughout the modernization process, Nelnet Campus Commerce’s team was more than a vendor—they were a true partner.

“Their implementation team has been fantastic to work with. Anytime I've had a question during the entire implementation, they have been quick to respond and get the right expert at Nelnet Campus Commerce to help,” said Lucy.

These changes delivered meaningful operational improvements for both students and staff across campus:

• Real-time billing visibility: Students can view up-to-date tuition balances and payment activity without waiting for manual updates.
• Automated payment plans: Auto-draft and automated adjustments reduced manual intervention and helped prevent missed payments.
• Reduced administrative workload: Staff no longer manage paper bills or duplicate reconciliation processes, significantly decreasing time spent on manual adjustments.
• Improved student independence: Students can manage payments online, reducing calls and emails to the business office.

Lucy explains the operational shift for both students and staff, “With Nelnet, it's an instant connection. Students can log in and immediately see how their bill has changed. Payment plans were huge for my staff because we were using a custom-built process that did not auto-adjust for adds and drops.”

She also highlighted the added flexibility, “We have smaller down payments the earlier you sign up, and plans with different auto-draft dates for students, so they may choose the one that best fits their financial needs. Auto draft was a significant improvement, as previously all payments had to be taken over the phone or in person. This implementation saved so much time for both students and staff.”

The partnership between Student Financial Services, IT, and Nelnet was key. Staff buy-in and training were prioritized, with feedback from both staff and students shaping the implementation.

With the foundation of digital tuition payments in place, the University of Montana is focused on expanding its modernization efforts, including digitizing student refunds, launching international payment options, and further strengthening data integration across systems.

Says Lucy, “Our next priority is bringing student refunds into our centralized online payment system and expanding international payment options, which are currently in final testing. International payments will launch first, followed by refunds. The Nelnet Campus Commerce suite of products has been fantastic, and we’re excited to continue building on this momentum.”

“If you don't have buy-in, you're not going to be successful,” said Lucy. “As a leader, I want to make sure I'm listening to students and staff members because if they don't believe in your product, then you're not going to be successful,” she added.

Are you transforming student financial services on your campus? We’d love to feature your journey. Reach out to us to share your story or learn how Nelnet Campus Commerce can help streamline operations and empower your students.