WindowPayn Consulting provides billing and payment process consulting to help clients reduce costs and strengthen customer relationships. They assess a client's current processes, identify opportunities for implementing electronic billing and payment to reduce processing fees and accelerate cash flow. WindowPayn demonstrates ePayment solutions and provides cost analyses showing clients can save 75% on mailing costs by emailing bills and 89% in payment processing fees by shifting from credit cards to ACH. The conclusion is that electronic billing and payment presents significant savings opportunities for clients.

1. WindowPayn Consulting, LLCContact: Reducing the time and cost of getting Paid!

2. Reducing time and cost of getting paid!What we doBackgroundReducing time and cost of getting paidCustomer ContactPayment ProcessOpportunities for SavingsDemonstrationCost PerspectiveBillingPaymentConclusion

3. WindowPayn Consulting - OverviewWhat we do?Customer Contact Business Process Consulting

4. Clients challenged to strengthen their customer contacts/relationships call on us to:WindowPayn Consulting - Customer Contact ExpertiseIncreasing sales force effectivenessReduce the time and cost of getting paidWindowPayn Consulting - EngagementsSeminars, Assessment, Strategic Planning, Tactical Implementation, Coaching“When you start with an honest and diligent effort to determine the truth of your situation, the right decisions often become self-evident.” - Excerpt from Good To Great.WindowPayn Consulting’s disciplined process ensures an honest and diligent effort to make the best decision!Define the environment and decision to be made

5. Identify the important criteria for the process and the result

6. Consider all possible solutions

7. Calculate the consequences of these solutions and the likelihood of satisfying the

8. Choose the best option

9. Release the process through implementation and dissonance resolutionWindowPayn Consulting - ExperienceMore than 15 years, involved in the sales and marketing of information and communication technology solutions.Companies: AT&T, EDS, MCI and SkyTel WirelessClients: broad spectrum of small, medium and global companies in a variety of industries like Aetna, Mobil/Exxon, Dun & Bradstreet, Gannett, etc.Responsibilities: account executive, industry consultant, sales support manager, branch manager and business development executive, general manager/director – alternate distribution channelsHighlights: AT&T Divestiture, systems integration joint venture , MCI rapid growth and business expansion, introduction of one of the original wireless messaging networksAn additional 15 years, focused on managing businesses focused on delivering contact, EBPP and receivables management solutions.Companies: National Credit Management Corporation, Accelerated Payment Systems, NCO Group, NCO ePayments, ClearTran, Bank of New York Mellon and WindowPayn ConsultingClients: large billers like lending institutions (MBNA/Bank of America, US Bank, Capital One, and more), utilities (Baltimore Gas and Electric, AEP, LA Department of Water and Power, Consolidated Edison and more), insurance companies (Fireman’s Fund, Bristol West, and more), media, telecommunications/cable companies, and more. Responsibilities: C-level executive management, sales management, merger/acquisitions integration, and business process consultingHighlights: leading one of the first electronic bill payment companies providing ACH and card payment acceptance tools and services pioneering many of the practices used today; receivables/contact management industry consolidation and business integration, and working with a variety of companies to implement sales and EBPP best practicesEducation – Bachelor’s degree in psychology; Master of Business Administration

10. Billing and Payment – Frequent ContactPhases of a SaleRecognition of needsEvaluation of optionsResolution of concernsPurchaseImplementationFollow-up/billing and payment contactsBy Nature – Confrontational RelationshipSource: Rethinking the Sales Force by Neil Rackham and John DeVincentis

11. Billing and Payment Process … more than administration!!More than getting paid!Maximize Customer Reciprocal Value Customer SatisfactionThe difference between the value that a customer gets from a product and service, and what it takes for the customer to get it.Client ProfitabilityThe price that the business receives from the products/services sold minus the cost of customer acquisition, goods sold and client retention; plus/minus the time value of money.

12. Billing and payment > Intrinsic ValueBuild value proposition:

13. Intrinsic Value - belonging to a business by its very nature

14. Extrinsic Value - not inherent; not a basic part or quality

15. Billing and payment processes with –

16. Simplicity

17. Security

18. Integrity PrincipleStructure and AccountabilitySales/service organization structureCore competency leverage and supplementResource responsibility and focusEmpowerment PeopleMotivation and MeasurementSales ReportingPerformance Management/DevelopmentSales/Marketing Program EffectivenessChannel EffectivenessPurposeCommunicationDefined missionTwo – Way message clarityTarget market identification/valuationContact Programs - Sales/Billing/Payment

19. Billing and payment > Extrinsic ValueBuild value proposition:Intrinsic Value - belonging to a business by its very nature

20. Extrinsic Value - not inherent; not a basic part or qualityLikeability– You are attractive and easy to do business with.Credibility– You know what you are talking about.Dependability – They trust that you will deliver on your promise.

21. The Enterprise Through the Window of Billing and PaymentsWhat systems do you have in place today?

22. Benefits of EBPP for the EnterpriseAreas of Opportunity:Reduce billing and payment processor costs and where appropriate generate revenueEliminate labor-intensive functions associated with the collection and processing of paymentsAutomate updating of AR systems delivering key data across the enterpriseStrengthening control and consistency of EBBP across the businessAccelerating cash flowEnable multiple bill delivery and payment options (web, call center, IVR, mobile, etc.)Leveraging marketing and cross sell opportunities through the billing and payment contactsFacilitating regulatory compliance

23. EBPP Consulting Benefit (Example)Company – 10,000 bills/monthAverage bill =$250Annual Savings – 100% of bills mailed outMigrate 50% to email = $52,29820% of payments made to a call center … credit cardMigrate 25% of bill/payments to automated recurring ACH = $33,20020% of payments made to a call center … ACHMigrate 25% of calls through IVR = $10,50010% of payments made on a credit cardMigrate 25% to pinless debit = $15,200Ensure proper allocation of costs debit vs. credit card25% of payments billed as debit card= $6,400Savings75%

24. EBPP Consulting Benefit (Example)Additional valuable EBPP opportunitiesEnhanced automating exception/adjustment handling and reconciliation

25. Outbound collection calls to automated voice programs

26. Payment strategies including charging convenience fees

27. And moreePayment Solutions - DemonstrationDemonstration Online Resources option – Enterprise ePayment SolutionService Overviewhttp://www.orcc.com/products/ebanking/payment_cm/paymtAdvDemo.aspDemonstration http://demo.princetonecom.com/PaymentAdvantage/Account number - 002-8954675http://demo.princetonecom.com/PaymentAdvantage2008/index.htmlFocusPayment data entry – phone, webConvenience feeReporting and administrationMultiple divisionsPayPal option – very basic solution to get started.Service Overviewhttps://merchant.paypal.com/cgi-bin/marketingweb?cmd=_render-content&content_ID=merchant/wp_standardBiller Services (Beta)Similar to PayPal with email push solution.

28. eMail Bill CostsApply industry best practices!!

29. ePayment CostsPayment GatewayInstallation$0 to $5000# of users/departmentsVolumeCustomizationRecurring(minimums may apply)$.25 - $.50 per transaction processedOther volume related fees (mailing letters/emails, returns, etc.Processor FeesACH/Check - $.25Private label debit card - $.25 to $.50Pinless debit – $.75 (if applicable)Visa/Mastercard debit card – 1.60% + $.25 to $.50Visa/Mastercard commercial credit card – 2.25% + $.25 to $.50Visa/Mastercard credit card – 2.40% + $.25 to $.50American Express – 3.25% + $.25 to $.50Apply industry best practices!!Savings89%Cost of a $250 payment : ACH = $.75; Visa/Mastercardcredit card – $7.00

30. ConclusionThe EBPP savings seem to be “self-evident”?!?!?!?!?Emailing … 75%!!!!ACH vs. Credit Card …. 89%Why haven’t we done it?Lets get it done!AssessRFP or recommendationDecisionProject ManagementEnsuring resultsDid not know there were solutions.Too busy doing to be researching.How would we manage the implementation?!?Will Customers really change?

31. The Opportunity is Yours!!We startWe waitIt Costs YouDid not know there were solutions.Too busy doing to be researching.How would we manage the implementation?!?Will Customers really change?Invest in Reciprocal Customer Value, Today!!!