Expert speakers, Scott Johnson (Chartwell), Michele Karrlsson-Willis (Striata) and Mike Beener (City of Tallahassee) give valuable insight into billing and payment options for the mobile landscape. https://go.striata.com/xMH0U

1. Welcome to our Webinar!
www.UtilityEvents.com

2. Scott Johnson Mike Beener Michele
Karrlsson-Willis
Mobilizing your billing Strategies
for faster payment
Presented by:

3. Trends in electronic billing and mobile usage
Creating a better customer experience
Demo : One click mobile payment
Real Case Study: City of Tallahassee Utilities
Mobile payment statistics
AGENDA

4. TRENDS IN ELECTRONIC BILLING AND
MOBILE USAGE

5. OUR MISSION
• Provide unbiased, actionable, quantitative and
qualitative research focused on customer
experience and satisfaction for the utility
industry

6. OUR RESEARCH FOCUS
Customer
Service
Marketing
Communications
Outage
Communications
Energy
Services and
Programs
Billing and
Payment
Customer
Experience

7. PAPERLESS ADOPTION RATE
2.5%
4%
4.9%
9.2%
11.6%
15.6%
20.8%
0
5
10
15
20
25
2005 2006 2007 2008 2009 2010 2011 2012 2013 2014
Source: 2014 Chartwell Billing & Payment Industry Survey , n=49

8. PAYMENT CHANNELS: UTILITIES
Source: 2014 Chartwell Billing & Payment Industry Survey
100% 100%
97%
92%
87%
44%
22%
9%
6%
25%
18%
Mail Autopay Online Phone In person Mobile Prepay
Considering
Piloting
Offering

9. DTE ENERGY MOBILE APPS

10. Source: Chartwell’s 2014 & 2015 Residential Consumer Survey
CONSUMER EXPECTATIONS: MOBILE
34.1%
38.8% 39.3% 38.7%
41.3% 41.7%
36.9%
44.0%
46.1%
43.7%
49.1%
47.4%
View pay
history
Manage
account
Report
outage
Get outage
status
Pay bill View bill
How important is it that you are able to do the following
on a smartphone or tablet? Top box response
2014 vs. 2015

11. 2.1%
3.3%
8.5%
10.6%
11.2%
12.8%
13.6%
38.0%
Engagement with your community
Communication during an outage
Opportunities to save energy
How easy it is for you to pay your bill
The frequency and duration of outages
Customer Service
Accuracy and clarity of your bill
How much you pay on your bill
Source: Chartwell’s 2015 Residential Consumer Survey
WHAT DO CUSTOMERS SAY IMPACTS THEIR
SATISFACTION THE MOST?
62
%

12. NEW TECHNOLOGIES = NEW OPPORTUNITIES
Bill clarity
and
consistency
Self service
interactions
Mobile
payments
Biometrics
and data
security

13. CREATING A BETTER CUSTOMER
EXPERIENCE

14. 4 STEPS TO MOBILIZE YOUR BILLING STRATEGIES
Shift towards PUSH communications
- Email is the universal app
- Close the paperless gap, target
customers who are not enrolled on a
portal
Keep paperless enrollment simple
- Enrollment without logging on to a
website

15. 4 STEPS TO MOBILIZE YOUR BILLING STRATEGIES
Design with mobile viewing in mind
- Clear call to action
- Top-down reading and layout
Mobile optimized payments

16. MOBILE PAYMENTS THROUGH EMAIL
No app to download or website to visit
Clearly display payment information
Eliminate excess typing and scrolling –
reduce errors in navigating with thumbs
Offer confirmation of successful/unsuccessful
payment

17. THE GROWTH IN MOBILE USAGE
2010 2014
Average for Striata Customers 2015

18. CUSTOMER EXPERIENCE:
ONE CLICK PAYMENTS

19. THE ONE CLICK PAYMENT EXPERIENCE

20. THE ONE CLICK PAYMENT EXPERIENCE

21. THE ONE CLICK PAYMENT EXPERIENCE

22. THE ONE CLICK PAYMENT EXPERIENCE

23. REAL CASE STUDY

24. Municipal utility providing gas, electric and water service
to over 115,000 customers
City of Tallahassee has reached 35% paper turn-off
with Striata/Western Union PUSH eBills with payment
City of Tallahassee’s own mobile read rate surpassed
desktop and webmail
CITY OF TALLAHASSEE

25. 25
Reduce time to payment, improve customer
experience & make the payment process mobile
friendly
Mobile quick/immediate payment: payment made
directly from email cover using saved payment details
41% of payments made with the new functionality
were made within five days of receiving the bill,
compared to only 12% of all payment channels and
21% of those electronic payments without the
functionality
GOALS
SOLUTION
RESULT
CASE STUDY: CITY OF TALLAHASSEE

26. 26
PAYMENTS STATISTICS

27. 27
ONE CLICK PAYMENT SUCCESS

28. 28
ONE CLICK PAYMENT SUCCESS
Of electronic payments are made through
One Click Payment
Of customers who have the One Click
Payment option use it to pay their bill

29. THE BIG PICTURE: MOBILE
EXPERIENCE

30. 30
THE KEYS TO ONE CLICK SUCCESS
Good design – summary details, strategic buttons
Quick process, no logging in required
Using saved payment details – no typing account
numbers
Compatible across all devices
Convenience without sacrificing security
Quick confirmation – eliminating errors and calls into the
call center

31. STEPS TO A SUCCESSFUL MOBILE EXPERIENCE

32. THANK YOU!
ANY QUESTIONS?

33. Scott Johnson Mike Beener
Michele
Karrlsson-Willis
Mobilizing your billing Strategies
for faster payment
Vice President
Chartwell Inc.
sjohnson@chartwellinc.com
404-237-9099 x226
Business Systems Analyst
City of Tallahassee
Mike.Beener@talgov.com
850-891-8444
Head of Client Strategy
Striata
Michele.willis@striata.com
646-448-8378

34. Take $195 off your registration with discount code: WEBINAR
www.UtilityEvents.com
and…
Register Today for
Utility Customer Experience Week!