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BillingViews Global Survey on E-Billing Adoption-Sept 2011
 

BillingViews Global Survey on E-Billing Adoption-Sept 2011

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Highlights from the BillingViews global survey of communications service providers. Panelists responded to the question: What percentage of your customer base has adopted e-Billing? The survey found ...

Highlights from the BillingViews global survey of communications service providers. Panelists responded to the question: What percentage of your customer base has adopted e-Billing? The survey found that Mobile operators have far outpaced Telcos in e-billing adoption. Mobile operators globally average greater than 50% as compared to just 17% for Telcos.

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    BillingViews Global Survey on E-Billing Adoption-Sept 2011 BillingViews Global Survey on E-Billing Adoption-Sept 2011 Presentation Transcript

    • Our Global Surveyon E-Billing Adoption
      Customers Adopt E-Bills for Mobile
      – But Not For Telco
      October 2011
      Copyright 2011. BillingViews. All Rights Reserved.
    • What is BillingViews?
      BillingViews is the global home for billing expertise and intelligence in the communications and media industries.
      www.billingviews.com
      Copyright 2011. BillingViews. All Rights Reserved.
    • Who Publishes BillingViews?
      Alex Leslie
      • Globally recognized billing and payments expert
      • Contributor to ConnectedPlanet.com
      • Former Founder of the Global Billing Association
      Ed Finegold
      • Globally published BSS/OSS expert
      • Ghost writer and strategist for leading BSS providers
      • Former Editor-in-Chief of Billing World Magazine
      Copyright 2011. BillingViews. All Rights Reserved.
    • Our Panel
      The BillingViews IT Strategy Council
      Outreach to more than 200 Communications IT Leaders
      All Are BSS Budget Holders
      30 Respondents to this survey
      • 63% Telco
      • 30% Mobile
      • 7% Next-Gen MSP
      • Largest groups of respondents from Western and Central Europe
      Copyright 2011. BillingViews. All Rights Reserved.
    • Questions & Answers
      • We asked a simple question:
      • What percentage of your customer base has adopted e-billing?
      • We received clear answers:
      • 33.7% Average Adoption Across All Panelists
      • 56.8% Average Adoption Among Mobile Operators
      • 17.2% Adoption Across all Telcos
      Copyright 2011. BillingViews. All Rights Reserved.
    • Deeper Look
      Respondents by adoption rate
      • Half of respondents below 25%
      E-Billing adoption
      • 80% of respondents at less than 10% adoption are Telcos
      • All respondents at greater than 50% adoption are mobile operators or next-gen MSPs
      • Growth anticipated in “All” category as MSPs increase that offer no option but E-billing
      Copyright 2011. BillingViews. All Rights Reserved.
    • Deeper Look
      Findings By Region
      • W Europe Led All Regions With a 63% Average Adoption Rate
      • Adjusted average results in 54% adoption for W European Region
      • Eliminates high and low outliers
      • Middle East/Africa Trail at 4%
      • We take these results “with a grain of salt” because not all regions are balanced between Mobile and Telco respondents, but…
      Copyright 2011. BillingViews. All Rights Reserved.
    • Deeper Look
      When sample is filtered to Telco respondents only:
      • Asian Telcos with Highest Average Adoption Rate at 25%
      • Surprisingly Low Adoption Among Western and Central European Telcos
      • North American Telcos beat average, but still demonstrate limited adoption of E-Billing
      Copyright 2011. BillingViews. All Rights Reserved.
    • Deeper Look
      Focus on Western Europe
      • W Europe Respondents Were Balanced Between Telco and Mobile
      • Results Show Mobile Operators Far Outpacing Telcos in E-Billing Adoption
      • Average for mobile operators across regions excluding W Europe at 29.9%
      • Exceeds global average among telcos by nearly 13 percentage points
      Copyright 2011. BillingViews. All Rights Reserved.
    • Opinions
      “Why do customers adopt E-Billing for Mobile But Not Telco Services?”
      “I suspect that the mobile user is more likely to associate his service with being online, and thus subscribing to e-billing is a natural fit.”
      Monica Ricci, CSG International
      “The demographics of the mobility consumer include an on-line predisposition that is not prevalent in the more general population.”
      Eric Nelson,
      Synaptitude Consulting
      “There’s a lot more investment going into the IT departments of wireless carriers to create and drive a compelling experience.”
      Steve Bamberger, Netformx
      “It is very likely that younger, tech-savvy users are underrepresented as a percentage of the telco customer population. The telco e-billing adoption rate would therefore suffer as a result…”
      Ed Finegold,
      BillingViews
      E-billing “at almost any cost was a done deal, primarily because both the analysts and shareholders had now heard of (it) and were putting pressure on the MSPs to do it to reduce costs.”
      Hugh Roberts
      “Legacy telco billing runs 2 to 4 pages on average,” while “my mobile bill runs 90 pages minimum for the detail, and 15 pages for the summary.  I don’t want that every month.”
      John Brooks, Subex
      Copyright 2011. BillingViews. All Rights Reserved.
    • For the Complete Survey
      Please visit:
      www.billingviews.com
      Copyright 2011. BillingViews. All Rights Reserved.