customer enrollment: the gateway to electronic billing benefits

Customer Enrollment: The Gateway to Electronic Billing Benefits

Utility Payment Conference

2© 2010 – Proprietary & Confidential

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. Recognize the distinct types of ePayers.

2. Ensure your strategy meets the make-up of your unique landscape.

3. 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

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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Households With Recurring Payments Have Lower Delinquency Rates

Source: Online Resources Survey of 1,000 households

Relationship Builders Have Lower Delinquency

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Companies can expect to save 37 – 45% when bills are delivered electronically

Source: ESP Consulting, Javelin Strategy & Research

Relationship Builders Have Lower Bill Delivery Costs

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What Does my Enrollment Solution Need to Offer?

Wants and Needs:• More features, capabilities• Interactive experience• Choices, control

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

13© 2010 – Proprietary & Confidential

Questions?

Thank You!

Bill KinnellySVP - Marketing, Product, & Performance Management

Online Resources Corporation

Tel: 609-606-3117

Email: bkinnelly@orcc.com