Realities of
E-Billing and
Online Payment
Presented by
Sam Evrard, VP Sales
Invoice Cloud
April, 2013
Presentation Agenda
 What is EBPP & how should it work?
 Share “Reality”
 for Paperless Billing & Online Payment
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Discuss potential paperless pitfalls
Discuss potential e-payment pitfalls
Driving adoption to save time and $
Samples of adoption drivers
What is EBPP?
• Electronic Bill Presentment and Payment
• How should it work?
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Online Lock Box
Easy to Use for Customers and Billers
A Money Saver
Software as a Service – off premise
Secure and Compliant
Turnkey Solution
Integrated with billing software
Friendly user interfaces
Improvement in Customer Service to residents
Less work for Billers
No More
Paper!
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Reality – the Jury is In
• Paperless billing is a reality
– Over 1,000 registered payers in Falls Church
– Over 2,300 payments in last year
– Paperless enrollment over 2% in last year (just started to
allow paperless enrollment)
• 2012 Statistics – Invoice Cloud
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925,000 bills/mo presented electronically
97,800/mo first email notifications (>10%)
103,000/mo online transactions (>11%)
Over 50,000 paperless subscribers
Averaging 1% paperless enrollment per billing period
Paperless Train has left the Station
Many in this room were the first to get on board!
Potential Paperless Pitfalls
• Disconnect with printing process
• You Need a Cooperative Printer
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Undeliverable Emails for Paperless Customers
Opened but forgotten emails
Paperless yes, but for which bills?
What about inserts for paperless customers?
What about paperless customers that move?
Adoption can be driven with good marketing
All pitfalls well managed with good tools
Potential e-Payment Pitfalls
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Failure to navigate Convenience Fee Rules
Card acceptance, which ones to accept?
Transmission and/or Storage of Sensitive Data
Requiring user registration
Overly Complex Interfaces
How to handle disparate Billing Systems
Online bank check hassle
Automation file exchanges?
All pitfalls well managed with good tools
Driving Adoption
• Friendly, Flexible User Interfaces Drive Higher Adoption
Friendly email reminders – One notice is not enough
Don’t require registration
Online Bills Replicate Paper Bills
Branded Self Service Customer Portal – Customers comforted
Give Multiple Payment Options: One Time, Automatic, Scheduled,
Paperless
o Let customers see & pay bills from same User Interface
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• Marketing
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Built-in messaging – customized emails and system prompts
Create print campaigns – statement messaging & inserts
Mass email campaigns announcing benefits of EBPP
Support Paying Online & Going Paperless on Town Website, Cable
stations, newspapers, etc.
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Driving Adoption
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Sample Newsletter
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Sample Bill
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Sample Insert
• Economical B&W Printing on color paper
• Monthly billers can achieve 20% adoption within
15 months
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Sample Insert
•Insert combined with Sweepstakes Offer
•Clients gained nearly 2% of residents in one month as paperless
accounts using this insert
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Additional Services
• IC Online Bank Direct
o Eliminates paper checks issued by online banking sites.
o Invoice Cloud registers you with online banks to
electronically deposit customer payments.
• IC Card Pay
o Accept credit cards for tax and other payments at the front
desk.
• Multi-Bill Support (bills within bills)
• Shopping Cart
Online Bank
Check
Processing
Invoice Cloud Proprietary,
Confidential, Patents Pending
From Paper (ugh) to Electronic (mmm)
Online bank payments “intercepted”
Monday payments reported Tuesday (early)
Monday payments funded Wednesday (early)
Remittance data loaded into Client’s portal
Matched with open invoices
Collections team can make matches as needed
Remembers matches for next time
Unmatched remittance returned with “click”
Lockbox payment file created for import
Full reconciliation and reporting by date range
Online Bank Check Matching, Real Client
Let’s review the first 10 Payments
Perfect
Match
is
Checke
d
No Obvious Match?
Quick Search for Customer
Note that name appears in
background, easing entry
Find Likely Customer or Mark for Return
This is probably
it but why do
customers do
this (overpay)?
That’s More Like It!
We’re Rolling Now, 3 out of 4!
And We Were Doing So Well :-(
Can mark
for return
with one
click
Back on Track
Rolling Again
Oh Yeah!
Bingo
Not exact
match on
account
number, so
box not
checked
automatically
This is fun! 8 out of 10 Matched
Processed Payments Report
Deposits Reports
All reports export to
excel with a click
Questions? Please call!
Sam Evrard
Invoice Cloud Inc.
207.577.2975
sevrard@invoicecloud.com
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