EXPOSING THE $1 BILLION COST OF SILOED BILL PAYMENT TECHNOLOGY. Identify and eliminate hidden expenses

Transcription

1 EXPOSING THE $1 BILLION COST OF SILOED BILL PAYMENT TECHNOLOGY Identify and eliminate hidden expenses

2 1 RAPID CHANGE PRECIPITATED ISOLATION Daily operations for many businesses include wrangling multiple, separate electronic bill presentment and payment (EBPP) systems. Integrating that technology could save American companies more than $1 billion each year. When it comes to EBPP, isolation is not the way to provide consumer convenience at a reduced operating cost. As technology enabled new payment methods popular with consumers, companies responded by developing individual systems for each billing preference. This piecemeal approach led 56% of organizations to use siloed EBPP systems, according to Wiese Research Associate s survey of billing and payment leaders at 80 companies. Today, consumers expect a confluent experience across multiple channels and payment types, which is increasingly cumbersome for companies with isolated EBPP systems to provide. SILOED EBPP SYSTEMS PLAGUE 56% OF ORGANIZATIONS, COSTING THEM $1 BILLION+ ANNUALLY. BILL PRESENTMENT AND PAYMENT METHODS OFFERED BY COMPANIES % of Companies Offering Source: Wiese Research Associates survey of 80 EBPP leaders 2 THE COST OF SILOED EBPP SYSTEMS Disparate EBPP systems are costing American companies more than $1 billion. Three major sources contribute to this cost: 1. Decreased ebilling adoption $630 million 2. Decreased efficiency and productivity $380 million 3. Longer call center hold and on-call times $180 million While many companies offer a variety of web payment options, not all web payment options support ebilling. Many companies offer websites that accept credit FRAGMENTED WEBSITES COST $630 MILLION ANNUALLY IN DECREASED ebilling ADOPTION. 2

3 COST OF SILOED EBPP SYSTEMS Call Center card, convenience fee and expedited payments that are isolated from systems allowing consumers to indicate a preference for ebilling. This results in limited ebilling adoption costing companies $630 million per year. ebilling Adoption System Integration Merchant Acquiring Decreased Productivity ebilling promises lower costs that cannot be realized when companies store ebill information in multiple, isolated locations. The redundant costs associated with a siloed storage approach are easily avoided with a single storage space integrated across all consumer touchpoints. Reconciliation ebill Storage Source: Wiese Research Associates survey of 80 EBPP leaders, Crone Consulting LLC, ACI analysis LOST PRODUCTIVITY FROM ISOLATED SYSTEMS ROB COMPANIES OF $380 MILLION PER YEAR. Inefficiencies in the areas of integration, reconciliation and exception management, and merchant acquiring drive needless cost for many companies. System integration and upgrades require an immense amount of time as updates and patches must be executed across as many as 10 systems. Making a change to a business rule, offering a new payment type, performing reconciliation and exception management, or adhering to recent regulations requires costly and time-intensive integration activity. Another area ripe for immediate cost reduction is merchant acquiring. Here, debit and credit card payment processing fees are needlessly inflated by multiple acquiring relationships. Consolidating these relationships is an easy way to cut costs. SILOED SYSTEMS ARE OVERRUN WITH INEFFICIENCY CSR IVR Web One-Time Web Recurring Mobile ebills Consumer Interface Data Warehouse Configuration Payment Networks Agent & Admin Interface Billing Account Information 3

4 COMPANIES CONSIDERING A NEW EBPP SYSTEM CALL CENTERS INCUR $180 MILLION IN NEEDLESS EXPENSES EACH YEAR OPERATING DISPARATE SYSTEMS. Reduction of contact center call times is another area where companies can slash inflated expenses. When agents have to flip through multiple interfaces to research payments, the result is longer hold and handle times and ultimately, decreased customer satisfaction. Most consumers now use multiple payment options each month and expect their preferences to be remembered across all channels. When disparate systems don t communicate, consumers are forced to provide information multiple times, which leads to a lengthy, dissatisfying experience. With Google reporting that 98% of consumers use multiple devices everyday, satisfying consumer expectation requires companies to provide a system that recalls payments information entered on one touchpoint (i.e., the company website) when a consumer interacts with the company in a different way later that day (i.e., calling in to make a payment over the phone or through a mobile device). Would welcome the chance to consider Currently in the process of considering Might be open to considering Have no interest in next year or so Source: Wiese Research Associates survey of 80 EBPP leaders 4 A survey of 80 EBPP leaders uncovered four critical improvements expected from an integrated system. Click to explore these critical solution elements and discover how an integrated EBPP system can help a business reduce costs and improve customer satisfaction. FACTORS TO CONSIDER WHEN SELECTING YOUR SOLUTION ISOLATED SYSTEMS DISAPPOINT CUSTOMERS, DAMAGING RELATIONSHIPS. 1. FASTER PAYMENTS 3 THE SOLUTION A SINGLE, INTEGRATED SYSTEM 2. INCREASED CONSUMER CONVENIENCE 3. COMPATIBILITY september/whats-the-new-imperative-for-electronic-billpayment Only a single, integrated system satisfies consumer expectations for diverse payment preferences in an efficient, cost-effective way. Given the problems companies currently face with siloed systems, it s not surprising that 48% of organizations are open to replacing their EBPP systems. 4. MOBILE BILL PAYMENTS Integrating disparate systems not only improves customer satisfaction and increases efficiency, it gives companies a foundation for omni-channel customer engagement and rock-solid customer loyalty. 4

5 ACI SUCCESS STORIES OF INTEGRATING SILOED SYSTEMS 40% GROWTH A P&C insurer saw a 40% growth in business without increasing staff by implementing ACI Universal Payments with the ACI Bill Payment Engine across multiple channels to provide efficient self service. 12 SYSTEMS TO 1 More than 12 different bill payment systems were in place at one of the nation s largest healthcare insurers. They turned to the Bill Payment Engine, eliminating redundancies and delivering significant cost savings with a single integrated electronic bill presentment and payment system. INTEGRATED SOLUTION Multiple bill pay systems caused silos and inefficiencies at Genesis Financial Solutions. To address these challenges, they chose the Bill Payment Engine for a single, yet powerful integrated offering across all of their business lines. 5

6 ACI Worldwide, the Universal Payments (UP ) company, powers electronic payments for more than 5,100 organizations around the world. More than 1,000 of the largest financial institutions and intermediaries, as well as thousands of global merchants, rely on ACI to execute $14 trillion each day in payments and securities. In addition, myriad organizations utilize our electronic bill presentment and payment services. Through our comprehensive suite of software solutions delivered on customers premises or through ACI s private cloud, we provide real-time, immediate payments capabilities and enable the industry s most complete omni-channel payments experience. LEARN MORE WWW CONTACT@ACIWORLDWIDE.COM Americas Asia Pacific Europe, Middle East, Africa +44 (0) Copyright ACI Worldwide, Inc ACI, ACI Worldwide, ACI Payment Systems, the ACI logo, ACI Universal Payments, UP, the UP logo, ReD, PAY.ON and all ACI product names are trademarks or registered trademarks of ACI Worldwide, Inc., or one of its subsidiaries, in the United States, other countries or both. Other parties trademarks referenced are the property of their respective owners. ATL