Firms with complex business models or legacy billing systems often have a hard time shielding their customers from that complexity and delivering a seamless customer experience. Bills are sometimes hard-to-understand, delivery options are usually not flexible, and there are siloed customer billing experiences across different lines of business within the same company.
It seems that everyone these days is pretty tech-savvy. We all carry supercomputers in our pockets, check our phones about 47 times a day, and we expect to be able to personalize our experience for everything. We love recommendations that help us get through the over-abundance of choice to help us find what is most important to us as — based on what we like. It’s no different when it comes to mail from businesses we transact with. This is great news for companies who are trying to earn your business, but not so much for those trying to keep your business.
Utility companies that reduce costs while improving customer service are most likely to achieve long term success – it just stands to reason, so I didn’t need to visit CS Week in Tampa, FL to understand that. I’ve made a career out of helping companies find and execute new paperless solutions, so what I found most interesting at CS Week was learning about the seemingly endless opportunities available to companies to engage their base to go paperless.
They say the first million is always the hardest, and I’m delighted to announce that as of today, Inlet has delivered 1,000,000 bills through Jack Henry’s iPay bank bill-pay platform. Our partners at Jack Henry have done a terrific job enabling customers from thousands of banks and credit unions to access and pay the bills that Inlet distributes.
Who is the chief paperless officer at your company? We don’t come across that title often but when we do, it is thrilling.
Currently, “paperless” initiatives have multiple owners but no home – operations, marketing, technology, product, finance — all have their hand in increasing paperless adoption and eBilling, while also increasing customer engagement and loyalty.
A few days ago, a friend and I had a lively discussion about what sets top athletes apart from the rest of the pack. Eventually, our chat turned to Olympic athletes. Reflecting back on the 2016 summer Olympics, a number of factors enabled the top athletes to win.
Competition is a key element for businesses and these same success factors – skill, preparation, programmatic support and timing – play a critical role in business outcomes.
In today’s highly competitive markets, the pervasive use of smartphones drives changes in customer communications, particularly for Gen Y-ers and Gen X-ers. These consumers embrace digital technology much more than prior generations. For many, smartphones are woven into their daily activities – social networking, entertainment, shopping, you name it.
As consumers’ acceptance of mobile technology widens and deepens, use of applications for personal financial management also grows. Digital statements and invoices may be leveraged to enhance a customer’s experience.
Many companies want to reduce the cost of distributing critical communications and increase digital engagement with customers. Unfortunately, there’s a prevailing opinion that paperless adoption has plateaued at 20-30%. Some bold leaders have persisted despite obstacles and now enjoy paperless adoption rates of 50-80%. Let’s take a look at five reasons senior leaders, and their teams, need to challenge the status quo to transforming critical customer communications to digital media.
Jack Henry & Associates just announced a major enhancement to its iPay Consumer Bill Pay product. I am very proud to be a part of the team that brought these new capabilities to market through the tremendous partnership that Inlet has with Jack Henry. This collaboration is delivering many exciting benefits to thousands of financial institutions around the country.