Thank you for joining us. The presentation will begin shortly.
Case Study for Implementing Successful eBilling Strategies Presented by: Jim Flynn  – Plymouth Rock Assurance Barrie Arnol...
Key Topics <ul><li>Industry research & consumer behavior </li></ul><ul><li>How Plymouth Rock’s PUSH eBilling solution work...
Is eBilling just a Payment Solution? <ul><li>How are you managing: </li></ul><ul><ul><li>Phishing / Identity Theft Threats...
Key Considerations for eBilling <ul><li>3 critical components to Electronic Billing & Payments: </li></ul><ul><ul><li>Tech...
Group Question #1 <ul><li>Is your company using eBilling today? </li></ul>
Forrester Research: Feb 2010 <ul><li>Less than half  of US online adults with insurance use online self-service </li></ul>
Forrester Research Continued: Key Findings <ul><li>Difficulty with login is a major issue </li></ul><ul><li>If delivery of...
Consumer Billing Preferences: InfoTrends “ The Future of Electronic Bill Presentment & Payment in North America, InfoTrend...
Gen Y: Prefers to Receive Bills Through Email  Versus Paper Statements Source: Q1 2011 Western Union ®  Payments Money Min...
Consumers Are Moving Toward Electronic Channels  Source: Q1 2011 Western Union ®  Payments Money Mindset Index Q11: In the...
Reasons for Bill Payment Behavior Changes Aite Group Survey of 4,696 U.S. consumers, July 2010
Group Question #2 <ul><li>Plymouth Rock has found that customers now expect eBilling and more electronic payment options. ...
eBill Adoption Rates are Growing Source: eBilling Benchmarking Study, NACHA CEBP and Blueflame Consulting, January 2010 Ov...
eBilling Benefits Customers Source: eBilling Benchmarking Study, NACHA CEBP and Blueflame Consulting, January 2010 <ul><li...
Group Question #3 <ul><li>If you’re using eBilling, what adoption rates have you achieved? </li></ul><ul><ul><li>0 – 5%? <...
Traditional Challenges to eBilling <ul><li>Customer indifference:  Doing nothing is the path of least resistance </li></ul...
The Keys to Achieving Critical Mass <ul><li>Security, Ease of Use & Convenience </li></ul><ul><li>Eliminate proactive enro...
Delivering Opt-in Email eliminates ‘enrollment apathy’  Customers receive a branded, authenticated email invitation 1-clic...
Customer receives encrypted PDF Bill via email Exact replica of paper document attached as  a secure PDF Authentication bo...
No username / password to look-up or remember Customer enters ‘shared secret’ to access PDF bill –  e.g. zip code
Page  1-click payments made directly from within PDF bill Instant payment directly from within the Secure PDF bill Payment...
Secure, convenient viewing on computer or mobile device PDF is identical to paper version View, print & save PDF document ...
Payment Confirmation – marketing opportunity Promotions in transactional emails have high click-through rate Payment confi...
Plymouth Rock Overview <ul><li>Multiple operating companies </li></ul><ul><li>Approximately 500,000 policies in force </li...
Plymouth Rock & eBills <ul><li>Primarily conceived as a customer satisfaction measure </li></ul><ul><ul><li>MYLES program ...
Results <ul><li>No fee option for consumers  </li></ul><ul><ul><li>Card & ACH payment options </li></ul></ul><ul><li>Since...
Challenges <ul><li>Internal buy-in: Marketing was skeptical of ‘PUSH’ </li></ul><ul><ul><li>The solution required CEO appr...
Next Steps <ul><li>Capitalize on security of a push solution vs. traditional links </li></ul><ul><li>Recently implemented ...
Take aways from Plymouth Rock’s Solution <ul><li>Uniqueness of the solution </li></ul><ul><ul><li>Customers aren't forced ...
Questions?
Contact Information <ul><li>Jim Flynn: </li></ul><ul><ul><li>[email_address]   </li></ul></ul><ul><li>Barrie Arnold: </li>...
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Presentation Only: Case Study for Implementing Successful eBilling Strategies

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This is the presentation of a live webinar held by Plymouth Rock Assurance, Striata, and Western Union Payments entitled, "A Case Study for Implementing Successful eBilling Strategies"

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  • Robin will take intro. Invite Jim, Barrie &amp; Lori to introduce themselves.
  • Robin will review agenda, pass off to Barrie.
  • Barrie
  • Barrie
  • Barrie. Robin will share results.
  • Barrie.
  • Barrie.
  • Barrie.
  • Lori. Review MMI concept, use the fact that these are similar results as segueway.
  • Lori.
  • Lori. Robin will share results
  • Barrie.
  • Barrie.
  • Barrie. Robin to read results.
  • Barrie.
  • Barrie.
  • Robin will change to PR eBill. Barrie. Jim chime in.
  • Barrie.
  • Barrie.
  • Jim.
  • Jim.
  • Jim.
  • Jim.
  • Jim
  • Jim.
  • Robin will facilitate.
  • Presentation Only: Case Study for Implementing Successful eBilling Strategies

    1. 1. Thank you for joining us. The presentation will begin shortly.
    2. 2. Case Study for Implementing Successful eBilling Strategies Presented by: Jim Flynn – Plymouth Rock Assurance Barrie Arnold – Striata Lori Beck – Western Union Payments
    3. 3. Key Topics <ul><li>Industry research & consumer behavior </li></ul><ul><li>How Plymouth Rock’s PUSH eBilling solution works </li></ul><ul><li>Plymouth Rock’s eBilling experience </li></ul><ul><ul><li>Plymouth Rock & eBills </li></ul></ul><ul><ul><li>Results </li></ul></ul><ul><ul><li>Challenges </li></ul></ul><ul><ul><li>Future plans </li></ul></ul><ul><li>Wrap up and questions </li></ul>
    4. 4. Is eBilling just a Payment Solution? <ul><li>How are you managing: </li></ul><ul><ul><li>Phishing / Identity Theft Threats </li></ul></ul><ul><ul><li>PCI Compliance </li></ul></ul><ul><ul><li>NACHA Compliance </li></ul></ul><ul><ul><li>Email Security & Deliverability </li></ul></ul><ul><ul><li>Website Security </li></ul></ul><ul><ul><li>Customer Preferences </li></ul></ul><ul><li>Create a specialist team with a dedicated budget </li></ul><ul><ul><li>OR </li></ul></ul><ul><li>Outsource it to the experts </li></ul>
    5. 5. Key Considerations for eBilling <ul><li>3 critical components to Electronic Billing & Payments: </li></ul><ul><ul><li>Technology </li></ul></ul><ul><ul><ul><ul><li>Secure, robust, scalable </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Can your technology be used across the enterprise? </li></ul></ul></ul></ul><ul><ul><li>Strategy </li></ul></ul><ul><ul><ul><ul><li>Enrollment & adoption </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Provide consumer payment choices </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Payment cycle reduction </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Marketing </li></ul></ul></ul></ul><ul><ul><li>Ongoing Services </li></ul></ul><ul><ul><ul><ul><li>Adoption </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Email address collection </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Email deliverability (avoiding spam filters) </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Tracking & reporting </li></ul></ul></ul></ul>
    6. 6. Group Question #1 <ul><li>Is your company using eBilling today? </li></ul>
    7. 7. Forrester Research: Feb 2010 <ul><li>Less than half of US online adults with insurance use online self-service </li></ul>
    8. 8. Forrester Research Continued: Key Findings <ul><li>Difficulty with login is a major issue </li></ul><ul><li>If delivery of documents doesn’t happen on a regular basis, users tend to struggle more with remembering how to “access” their online profiles. </li></ul><ul><li>Low adoption is consistent across generations </li></ul><ul><li>There is only a 14% gap between online Gen Y’ers (ages 18 to 29) and Seniors (65 plus) who have not used online self-service. </li></ul><ul><li>Adoption needs a formal strategy & toolbox of tactics </li></ul><ul><li>Customer behavior won’t change overnight. A comprehensive list of tactics and getting buy-in / participation from all departments is necessary to foster real change in customer behavior & adoption rates. </li></ul>
    9. 9. Consumer Billing Preferences: InfoTrends “ The Future of Electronic Bill Presentment & Payment in North America, InfoTrends, 2010” Email inbox is overwhelmingly the consumer’s eDelivery preference
    10. 10. Gen Y: Prefers to Receive Bills Through Email Versus Paper Statements Source: Q1 2011 Western Union ® Payments Money Mindset Index Q47: How would you prefer to receive your bill statements? Percent of Consumers
    11. 11. Consumers Are Moving Toward Electronic Channels Source: Q1 2011 Western Union ® Payments Money Mindset Index Q11: In the last 6 months, have your bill payment practices changed in any of the following ways? Percent of Consumers
    12. 12. Reasons for Bill Payment Behavior Changes Aite Group Survey of 4,696 U.S. consumers, July 2010
    13. 13. Group Question #2 <ul><li>Plymouth Rock has found that customers now expect eBilling and more electronic payment options. </li></ul><ul><li>Have you seen similar changes in customer behavior and preference? </li></ul>
    14. 14. eBill Adoption Rates are Growing Source: eBilling Benchmarking Study, NACHA CEBP and Blueflame Consulting, January 2010 Overall, 82% of participants report increasing adoption of eBills with the fastest growth among Insurance over the past two years.
    15. 15. eBilling Benefits Customers Source: eBilling Benchmarking Study, NACHA CEBP and Blueflame Consulting, January 2010 <ul><li>Billers rate the following benefits for customers in moving from paper to electronic billing statements. </li></ul><ul><li>In order, with most compelling first: </li></ul><ul><li>Convenience – viewing and clicking to pay in one step </li></ul><ul><li>Increased ease of use </li></ul><ul><li>Can pay bills at the last minute </li></ul><ul><li>Can pay bills directly through their bank </li></ul><ul><li>Saves postage and handling </li></ul><ul><li>No more stacks of paper and clutter </li></ul><ul><li>Electronic bills are more secure than bills in mail </li></ul>
    16. 16. Group Question #3 <ul><li>If you’re using eBilling, what adoption rates have you achieved? </li></ul><ul><ul><li>0 – 5%? </li></ul></ul><ul><ul><li>6 – 10%? </li></ul></ul><ul><ul><li>11 – 15% </li></ul></ul><ul><ul><li>15 – 20% </li></ul></ul><ul><ul><li>20%+ </li></ul></ul>
    17. 17. Traditional Challenges to eBilling <ul><li>Customer indifference: Doing nothing is the path of least resistance </li></ul><ul><li>Forced enrollment: The registration process is the biggest deterrent </li></ul><ul><li>Log-in challenges: Trying to remember each log-in process </li></ul><ul><li>Is it really more convenient: Fetching my bill from a website is less convenient than receiving it </li></ul><ul><li>Mobile matters: Can I view it (securely) on my phone or tablet? </li></ul><ul><li>All customers are not equal: Individuals have different needs to commercial customers </li></ul><ul><li>The key is understanding the customer </li></ul>
    18. 18. The Keys to Achieving Critical Mass <ul><li>Security, Ease of Use & Convenience </li></ul><ul><li>Eliminate proactive enrollment – KEY FACTOR </li></ul><ul><li>No choosing / remembering of username / password </li></ul><ul><li>Collect customer’s email address at account activation or all other touch points </li></ul><ul><li>Send bill / policy as a secure PDF attachment via email: </li></ul><ul><ul><ul><li>One click to open, One click to decrypt </li></ul></ul></ul><ul><ul><ul><li>Looks identical to paper document, all detail included </li></ul></ul></ul><ul><ul><ul><li>One click to pay (no website to visit) </li></ul></ul></ul><ul><ul><ul><li>Expanded payment options </li></ul></ul></ul><ul><ul><ul><li>Personalized marketing opportunities </li></ul></ul></ul><ul><li>3 clicks to decrypt, view & pay without linking to a portal </li></ul>
    19. 19. Delivering Opt-in Email eliminates ‘enrollment apathy’ Customers receive a branded, authenticated email invitation 1-click to sign-up No complex online registration Sample PDF doc attached to intro email
    20. 20. Customer receives encrypted PDF Bill via email Exact replica of paper document attached as a secure PDF Authentication box for increased customer security Clear, intuitive instructions on decrypting PDF Personalizable marketing real estate
    21. 21. No username / password to look-up or remember Customer enters ‘shared secret’ to access PDF bill – e.g. zip code
    22. 22. Page 1-click payments made directly from within PDF bill Instant payment directly from within the Secure PDF bill Payment details can be partially pre-populated for increased security & convenience
    23. 23. Secure, convenient viewing on computer or mobile device PDF is identical to paper version View, print & save PDF document OFFLINE
    24. 24. Payment Confirmation – marketing opportunity Promotions in transactional emails have high click-through rate Payment confirmation email reduces call center volume
    25. 25. Plymouth Rock Overview <ul><li>Multiple operating companies </li></ul><ul><li>Approximately 500,000 policies in force </li></ul><ul><li>Western Union client since 2005 </li></ul><ul><li>Striata client since 2007 </li></ul>
    26. 26. Plymouth Rock & eBills <ul><li>Primarily conceived as a customer satisfaction measure </li></ul><ul><ul><li>MYLES program  “Make Your Life Easier Services” </li></ul></ul><ul><ul><li>Customer value </li></ul></ul><ul><li>Innovative </li></ul><ul><ul><li>New and different </li></ul></ul><ul><ul><li>Getting an email is easy and convenient </li></ul></ul><ul><li>Time to market considerations </li></ul><ul><ul><li>Faster solution than building an Internet portal </li></ul></ul><ul><li>Cost savings </li></ul><ul><ul><li>New business/renewal policy packages - $2.85 (1x / year) </li></ul></ul><ul><ul><li>Policy change packages - $0.86 (2x / year) </li></ul></ul><ul><ul><li>Invoices - $0.59 (4x / year) </li></ul></ul>
    27. 27. Results <ul><li>No fee option for consumers </li></ul><ul><ul><li>Card & ACH payment options </li></ul></ul><ul><li>Since 2009, eBill payments have doubled </li></ul><ul><li>One division is at 23% adoption , another is at 17% </li></ul><ul><li>eBills result in electronic channel lift </li></ul><ul><ul><li>5%+ Internet payment lift since implementing eBills </li></ul></ul><ul><li>Consumers report satisfaction </li></ul><ul><ul><li>More convenient to electronically file PDF </li></ul></ul><ul><li>Seamless integration between Western Union & Striata </li></ul>
    28. 28. Challenges <ul><li>Internal buy-in: Marketing was skeptical of ‘PUSH’ </li></ul><ul><ul><li>The solution required CEO approval </li></ul></ul><ul><li>Perceived expense of the eBill </li></ul><ul><ul><li>Clean process that offered a lot of capabilities </li></ul></ul><ul><li>Multiple divisions required a well-coordinated implementation </li></ul>
    29. 29. Next Steps <ul><li>Capitalize on security of a push solution vs. traditional links </li></ul><ul><li>Recently implemented a discount to premium upon enrollment </li></ul><ul><li>Recently completed email append campaign </li></ul><ul><li>Continue to gather email addresses </li></ul>
    30. 30. Take aways from Plymouth Rock’s Solution <ul><li>Uniqueness of the solution </li></ul><ul><ul><li>Customers aren't forced to log-in to a portal </li></ul></ul><ul><li>Greater customer convenience </li></ul><ul><ul><li>Easy to view, pay, print, and save </li></ul></ul><ul><li>Improved marketing capabilities </li></ul><ul><li>Increased security </li></ul><ul><ul><li>Especially in light of recent data breaches & phishing scams </li></ul></ul><ul><li>Ease of implementation </li></ul>
    31. 31. Questions?
    32. 32. Contact Information <ul><li>Jim Flynn: </li></ul><ul><ul><li>[email_address] </li></ul></ul><ul><li>Barrie Arnold: </li></ul><ul><ul><li>[email_address] </li></ul></ul><ul><li>Lori Beck: </li></ul><ul><ul><li>[email_address] </li></ul></ul>

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