Despite significant investment, utilities still aren’t seeing the desired customer adoption and savings from their electronic billing and payment initiatives.
This white paper focuses on the reasons for these shortcomings and presents 12 essentials for utilities to consider as they work towards greater adoption rates, streamlined operations and better cost?efficiencies.
01
Consider the customer first when deploying the system
02
Recognize that billing and payment should operate in conjunction with one another
03
Implement a straightforward web interface so customers can pay quickly without having to register
04
Proactively build value and trust through integrated customer notifications
05
Tackle integration hurdles to deliver a consistent user experience across all payment channels; real-time data fuels customer confidence
06
Offer multiple payment methods (cash, check, credit card, ACH, direct debit – in person, at counter, web, over the phone (IVR), mobile) for customers
07
Cross promote services along the way
08
Make the move to paperless easy and offer more features
09
Keep convenience fees to a minimum
10
Consolidate vendors for a more complete, consistent, and cost-effective solution
11
Take advantage of transactional pricing
12
Cláudia Wada on