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Case Study for Implementing Successful eBilling Strategies Presented by: Jim Flynn  – Plymouth Rock Assurance Barrie Arnold  – Striata Lori Beck  – Western Union Payments
Key Topics ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Is eBilling just a Payment Solution? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Key Considerations for eBilling ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Group Question #1 ,[object Object]
Forrester Research: Feb 2010 ,[object Object]
Forrester Research Continued: Key Findings ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
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
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
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
Reasons for Bill Payment Behavior Changes Aite Group Survey of 4,696 U.S. consumers, July 2010
Group Question #2 ,[object Object],[object Object]
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.
eBilling Benefits Customers Source: eBilling Benchmarking Study, NACHA CEBP and Blueflame Consulting, January 2010 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Group Question #3 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Traditional Challenges to eBilling ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
The Keys to Achieving Critical Mass ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
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
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
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 details can be partially pre-populated for increased security & convenience
Secure, convenient viewing on computer or mobile device PDF is identical to paper version View, print & save PDF document OFFLINE
Payment Confirmation – marketing opportunity Promotions in transactional emails have high click-through rate Payment confirmation email reduces call center volume
Plymouth Rock Overview ,[object Object],[object Object],[object Object],[object Object]
Plymouth Rock & eBills ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Results ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Challenges ,[object Object],[object Object],[object Object],[object Object],[object Object]
Next Steps ,[object Object],[object Object],[object Object],[object Object]
Take aways from Plymouth Rock’s Solution ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Questions?
Contact Information ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

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Presentation Only: Case Study for Implementing Successful eBilling Strategies

  • 1. Thank you for joining us. The presentation will begin shortly.
  • 2. Case Study for Implementing Successful eBilling Strategies Presented by: Jim Flynn – Plymouth Rock Assurance Barrie Arnold – Striata Lori Beck – Western Union Payments
  • 3.
  • 4.
  • 5.
  • 6.
  • 7.
  • 8.
  • 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. 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. 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. Reasons for Bill Payment Behavior Changes Aite Group Survey of 4,696 U.S. consumers, July 2010
  • 13.
  • 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.
  • 16.
  • 17.
  • 18.
  • 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. 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. No username / password to look-up or remember Customer enters ‘shared secret’ to access PDF bill – e.g. zip code
  • 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. Secure, convenient viewing on computer or mobile device PDF is identical to paper version View, print & save PDF document OFFLINE
  • 24. Payment Confirmation – marketing opportunity Promotions in transactional emails have high click-through rate Payment confirmation email reduces call center volume
  • 25.
  • 26.
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  • 32.

Editor's Notes

  1. Robin will take intro. Invite Jim, Barrie & Lori to introduce themselves.
  2. Robin will review agenda, pass off to Barrie.
  3. Barrie
  4. Barrie
  5. Barrie. Robin will share results.
  6. Barrie.
  7. Barrie.
  8. Barrie.
  9. Lori. Review MMI concept, use the fact that these are similar results as segueway.
  10. Lori.
  11. Lori. Robin will share results
  12. Barrie.
  13. Barrie.
  14. Barrie. Robin to read results.
  15. Barrie.
  16. Barrie.
  17. Robin will change to PR eBill. Barrie. Jim chime in.
  18. Barrie.
  19. Barrie.
  20. Jim.
  21. Jim.
  22. Jim.
  23. Jim.
  24. Jim
  25. Jim.
  26. Robin will facilitate.