Transcript Customer Enrollment: The Gateway to Electronic Billing

Customer Enrollment: The Gateway to
Electronic Billing Benefits
Utility Payment Conference
Agenda
 What is the ePayer Landscape?
 Who are Relationship Builders and why are they important?
 What does my enrollment solution need to offer?
 How can I get more Relationship Builders to enroll?
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The ePayer Landscape
Steps to ePayer success:
1.
2.
3.
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Recognize the distinct
types of ePayers.
Ensure your strategy
meets the make-up of
your unique
landscape.
Integrate so you can
grow and evolve with
your bill payers.
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Who are Relationship Builders?
Relationship Builders…
 Pay bills on time
 Desire an interactive experience
 Conduct most business online
 Develop deeper relationships
 Can be the most profitable
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Electronic bill presentment
customers are 35% more likely
to pay their bills on time.
- Aspen Marketing Services, 2009
Households with recurring
payments have lower
delinquency rates.
- ORCC survey of 1000 billers
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Relationship Builders are Consistent
They tend to pay at the same time each month, often by automatic
bank account deduction and in advance of their due date, which
increases your cash flow and lowers its risk
Source: Aite Group
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Relationship Builders can be Eco-Friendly
Consumers Switch to Online Statements to Reduce Environmental Impact
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Relationship Builders Have Lower Delinquency
Households With Recurring Payments Have Lower Delinquency Rates
Source: Online Resources Survey of 1,000 households
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Relationship Builders Have Lower Bill Delivery Costs
Companies can expect to save 37 – 45% when bills are delivered electronically
Source: ESP Consulting, Javelin Strategy & Research
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What Does my Enrollment Solution Need to Offer?
•
•
•
Wants and Needs:
More features, capabilities
Interactive experience
Choices, control
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Consumer Concerns
• Record Keeping
• Notification when a bill is
due/paid
• Control of options
• Security
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Maximizing Adoption
Turning Paper Payers into Electronic Payers

Get Control by Giving Control
 Target Convenience Payers
 Provide incentives
 Educate about options
 Quarterly Marketing Yields Results

Targeted Messaging is Key
 Alleviate security concerns
 Enhanced record keeping
 13 months of payments and bills
 Notifications when bill is due / paid
 Control of payment method and timing
 Incentives
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Measured Effects of Consumer Marketing
Recent Results of Implementing Best Practices

Multi Channel Marketing
 7% Electronic Payment Growth
 Utility implemented a multi channel marketing campaign
 1 Year results
 Focused on consistent payers
 Encouraged paper turn off (for electronic billing)
 20% Electronic Payment & 15% Paper Turn off
 Focus on email presentment & payment
 1 year results
 Encouraged paper turn off
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Summary
 Relationship Builders are low-cost, high value customers
 Enrollment solutions need to offer the choices and control that
Relationship Builders demand
 Targeted marketing performed regularly is most effective
 Consider the value of integration with other customer channels
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Questions?
Thank You!
Bill Kinnelly
SVP - Marketing, Product, & Performance Management
Online Resources Corporation
Tel: 609-606-3117
Email: [email protected]
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