Learn Why Real Time Posting In Your Retail Network Is Key to Cash Payer Adoption

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1 CITIZENS ENERGY GROUP OCTOBER, 2017 Learn Why Real Time Posting In Your Retail Network Is Key to Cash Payer Adoption Handle Financial 2017

2 2017 Utility Payment Conference Speakers: Bruce Gaskill, PayNearMe Randy Rollins, Citizens Energy Group Handle Financial

3 Agenda The Challenge Faced by Citizens Energy How Citizens Addressed their Challenge Q&A with Citizens Energy Takeaways 3

4 Your Vendor should be a Trusted Enterprise with a Secure Platform Third-party accreditation from the International Standards Organization and PCI Security Standards Council Compliant with Regulations: Bank Secrecy Act USA PATRIOT Act OFAC CFPB guidelines for consumer protection against abuse Anti-money laundering controls, including transaction monitoring and limits 4

5 Transportation Property Management Child Support Direct Sales Lending Utilities Government Channel Partners Corrections Non-Profit 5

6 done in seconds and as easy as buying 6

7 Mobile App / Code Printed Slip Get Payment Code Consumers can use either the mobile app, a printed or mobile slip, or a card. Pay with Cash Pay at the main register, showing the Payment Code and presenting cash plus convenience fee. Save Receipt Take receipt. Payment is guaranteed and posted immediately. 7

8 Ensure your Service Provider has Trusted Payment Locations Retail Store Count = 8,038 = 8,005 = 7,619 = 1,941 = 1,007 10

9 What to look for when selecting a Service Provider Be Operationally Efficient Eliminate hassle of manually processing cash & money orders Receive Guaranteed Payments No fraud or chargebacks All funds are guaranteed Get Started Quickly No set up costs or fees No IT resource needed 9

10 The Challenge at Citizens Energy

11 The Challenge Citizens Energy Reduce lobby visits from thousands of cash payers coming in to pay each month to a more conveniently located third party payment location Cash payers expected real-time posting, and last-minute payers were highly reluctant use retail network The ability to use a mobile device to pay with cash was very interesting Citizens Energy wanted to provide payments locations closer to their customers homes and neighborhoods 11

12 Solving the Challenge Integrated a barcode on the monthly billing statement Launched mobile barcodes and printed slips available on our web site. Launched near real-time payment posting to improve consumer confidence to address the need for immediate posting of last minute cash payments With real-time posting at-risk customers felt more confidence to make a payment at their local retailer at night or on weekends to avoid disconnect New customers could initiate service and make payment at a retailer on the same day with real-time posting 12

13 Adding a Service Provider to a Bill 13

14 Adding your Service Provider to your Website 14

15 Results Strong consumer adoption migrating one thousand of cash payers Added Service Provider Barcode to Billing Statement 260% growth in August and expecting a continued growth of 30% MOM 10% use mobile phone to store and reuse barcode to pay 15

16 Q&A with Citizens Energy

17 Q&A with Citizens Energy Can you talk about the implementation effort and time to market? Were there any issues pre or post launch and how were they resolved? How have you promoted the service in your lobby, call center or field? Any feedback from accounting regarding errors or chargebacks? Have you received any consumer feedback? 17

18 Learnings from Citizens Energy Support real-time posting if possible Cash payers expect it Promote the service online, in your lobby, in your call center and in the field Put the barcode on your bill if possible making it accessible to everyone Hold promotions to drive engagement and ultimately increase customer adoption 18

19 Takeaways and Closing Remarks

20 Bruce Gaskill Strategic Sales Executive +1 (817) Citizens Energy Randy Rollins Manager of Contact Center