NewswireToday - /newswire/ -
London, United Kingdom, 2009/01/26 - Michael Haupt, Managing Director of Secure Document Delivery and eBilling specialist, Striata, discusses why online billing has failed and how Striata’s solution helps B2C billers to enroll more people in electronic billing.
As pressure to cut operational costs mounts in the growing financial turmoil, there are signs that billers are starting to take the issue of electronic communication in general and eBilling in particular, seriously. Yet, to date, Online Billing has failed. The replacement of environmentally damaging paper bills with convenient electronic bills, has achieved adoption rates of no more than 10% to 15% across industries, despite the claimed benefits for the environment, business and consumers. According to Haupt, it is not the concept of eBilling that is at fault, but rather the model.
"With Striata’s eBilling solution, customers enjoy the advantage of having their eBill delivered directly and securely to their inbox, while traditional online billing portals lack the key prerequisites of simplicity and ease-of-use for the customer. Remembering a complex, system-generated username and password, keying these in without error and then navigating through a maze of web pages to find the relevant eBill has kept would-be users of online billing away in their droves."
So, the answer is to change the model. Instead of trying to change customer behaviour, Striata simply participates in the customer’s daily routine, by sending their eBill to their inbox. The simplicity, ease-of-use and security associated with Striata’s eBilling model have ensured increased adoption rates – benefiting both the client and their customers. There is no upfront customer registration, and no need for a customer to visit a website. Customers do not require more than a dial-up connection, and there is no need to remember usernames and passwords. The eBill looks the same as the paper bill that customers are used to, and they can view and pay it directly from within the eBill in less than 30 seconds, or they can save it and pay later.
"Striata’s eBilling solution also has a fundamental advantage in that the biller can control the adoption rates and rollout. All that is required is their customer’s email address," explains Haupt.
Haupt stresses that as long as companies are expecting their customers to proactively do something to turn off paper, eBilling adoption will remain below 15%.
The benefits of Striata’s Electronic Billing solution are significant:
• Instant bill delivery, instead of the typical 3 – 5 day print and mail cycle;
• Up to 80% saving on presentment and fulfilment;
• Quicker payment and reduced DSO (Days Sales Outstanding);
• Customer behaviour visibility through detailed email tracking;
• Lowest possible cost of payment processing;
• Fewer payment exceptions.
eBilling can still deliver – the key is in the delivery of the bills directly into the recipients email inbox. This is the most effective method of getting more people to enrol in electronic billing.