Connect and collect: Driving collections and improving efficiency. Rich Toomey SVP/ ereceivables Consultant. October 3, 2017

Transcription

1 Connect and collect: Driving collections and improving efficiency Rich Toomey SVP/ ereceivables Consultant October 3, 2017

2 Economic TRANSFORMATION 1 Millennial Effect

3 APP / Technology Twitter Instagram Millennial Usage 26% 59% SnapChat 60% NFC (ApplePay/SamsungPay etc.) 45% P2P payment(venmo/zelle etc.) 62% Forbes.Com, Investopia, Square EMC/NFC

4 Millennial Payment Practices 21% have never written a check to pay a bill¹ 91% 62% have at least one debit card² are comfortable connecting payment info to a retailer or service app they use often³ 1. "There's no slowing down millennials, A First Data White Paper," First Data Corporation, Steven Anderson, "Are Millennials Not Interested in Mobile Payments?" Payment Week, July 15, "The Future of Payments and Currency," JWT, October

5 Economic TRANSFORMATION 4 Millennial Effect Exponential growth of mobile

6 5

7 Economic TRANSFORMATION 6 Millennial Effect Constant Threat of Data Compromise Exponential growth of mobile Digital Strategy is essential

8 More than ever, electronic technologies offer you the ability to connect with and collect from your constituents. 7

9 Constituents expect anytime, anywhere, and any-channel access to your organization

10 The average organization manages six customer channels Brick and mortar Website Pointof-sale Omnichannel receivables Call center Mobile device Social media Kiosk Source: Aberdeen Group, Next-Generation Customer Experience Management, March

11 10 More opportunities to collect Channel/Capture Web Point of Sale Mobile Mobile App Text Social Media IVR / Automated Phone CSR / Customer Service Collections channel Collections channel Collections channel Collections channel Collections channel Collections channel Collections channel Collections channel

12 11 Web/Mobile channel trends Brick and mortar Website Point-ofsale Omnichannel receivables Call center Mobile device Social media Kiosk

13 12 Web and mobile working together Responsive design = page formatting that renders properly across all mobile operating systems (i.e., ios, Android, etc.)

14 13 Changing Card Present EMV/Chip card processing Mobile phone card processing

15 Mobile wallets at point of sale 14

16 Mobile APPs Aiming for frictionless 15

17 Omni-platform

18 17 OMNI-PLATFORM Channel/Capture Web POS Mobile APP OMNI-PLATFORM Text Social Media IVR CSR

19 18 Payment Gateway A payment gateway is software that connects a front-end system (such as a website or POS device) to a back-end network to authorize and settle a credit card, debit card, or e-check payment. POS system Call center Web store Wells Fargo Payment Gateway Your business Customer initiates purchase Customers are directed through the Wells Fargo Payment Gateway for payment processing Online reporting data files

20 19 Electronic bill presentment and payment Online invoice/ bill presentment bill notification Invoice/bill file AR posting file EBPP Presentment Payment Your business via E-Bill or Receivables Manager Online ACH and credit/debit card payment Your customers ACH and credit/ debit card payment by phone

21 A omni-channel delivery does not have to result in an inefficient A/R process.

22 21 Omni-channel POS Mobile App Mobile Text Social Media CSR Fewer platforms = Increased Efficiency Web IVR Automated cash application Reduced exceptions Expedited cash availability consistent constituent experience Omni-platform Improved data security

23 Cornerstones of Collections Case Studies

24 23 Cornerstones of Collections Connect dollars and data Optimize internal costs Leverage technology Mitigate risk and fraud

25 24 Tokenization Tokenization process Card Data or ACH Tokenized Number Secure token vault with link between card and token numbers If you don t need the data, why store it?

26 Federal Agency Tokenizing ACH 25 Risk Federal agency storing massive database of ACH information. Solution Using Payment Gateway technology.. tokenized database Result Initiating all ACH debits via Payment Gateway. Eliminated risk of storing account data.

27 26 Tokenization Enables Card-On-File Need: Organization seeking to improve collections and to improve Revenue Cycle In Person payments Web Portal Solution: Receive a token from payment gateway and store with constituent account profile Result: Capable of resolving balances electronically without relying on the check in the mail. AR Stafff IVR Gateway API / Universal Token Customer Service Representatives / Call Center Lockbox

28 Public Utility Drives Electronic Collections 27 Use case A large public Utility seeks to eliminate mail float, service interruptions and overdue balances. Solution Elimination of Convenience Fees on all payment types and updating of EBPP platform.(web, IVR and Mobile) Result 50% increase in adoption..improved cash availability.. decrease in unpaid balances

29 Thank you