Leveraging Technology to Achieve Excellence in Customer Service

Transcription

1 Leveraging Technology to Achieve Excellence in Customer Service BILL PATCHETT Manager Of Revenue Accounting, Salt River Project BARBARA ZICKLER Regional Sales Director, Paymentus

2 Public Utility for Electric and Water Service Phoenix, AZ region 1 million user accounts #1 in Customer Service among large utilities in the West (for 13 consecutive years)

3 Video

4 Payment Channel Redesign

5 Original Channel Survey Reasons Fee is too high Functionality issues Use of a third party Multiple payment screens can be confusing 0% 10% 20% 30% 40%

6 Web Design Error handling Small fonts Non-functional buttons Field population issues Confusing instructions

7 RFP Vendor Selection RFP Group review Vendor presentation Final considerations

8 Considerations Team selection Project flow Water Fall Concurrent System integrations PCI Compliance IP White Listing Data encryption Tunnel encryption Roll-out Date Security / PCI Posting Protocol

9 Selection of an Enhanced Service Provider Modern Product Suite Broad Feature Set Level 1 PCI Certified Minimize the risk of Payment Security Deflect the cost of PCI Compliance Consistent, Reliable, Secure Infrastructure

10 Usability Improvements Web Consistent Design Improved Functionality Better Error Handling Improved Readability IVR Additional Payment Information Better Call Support Customizable

11 Video

12 Customer Satisfaction Survey Credit Card Channel % 51% % 19% 26% 25% Achieved an 87% improvement in the highest satisfaction levels! % 34% 0% 20% 40% 60%

13 Future Considerations Add echeck / ACH Option Improve Commercial Friendliness Provide AutoPay - Recurring Payments Optimize for Mobile

14 Smartphone Ownership Source: Edison Research and Triton Digital. April 25,

15 Mobile Tipping Point In May, Google announced that U.S. search volumes for mobile surpassed PC search volumes for the first time Internet Search Volumes (in billions) PC Mobile

16 Mobile-Only Users 34% of U.S. mobile users go online mostly through their phones (Pew 2014). Millennials leading the way but older demographic catching up fast. Over 50% of Hispanics live in a mobile only household. Mobile Bill-Pay reaches

17 17 Inconsistent Mobile Experiences Until now, inconsistent and uncertain mobile experiences have lowered user s expectations. Today, mobile experiences are improving and user s expectations are changing.

18 Customer Expectations Maturing Mobile accounted for 22.6% of online sales in the Dec 2014 holiday shopping season* 2015 is a transition year *IBM Digital Analytics Benchmark Hub US Online Retail Holiday Shopping Recap Report 2014

19 Mobile Versatility Pay-by-Text Pay-by- mobileweb mobileapp The fastest way to go paperless Review balances and pay w/o ever opening an envelope or going online Great for Millennials 4 out of 5 adults use text messaging!

20 Mobile Versatility Pay-by-Text Pay-by- mobileweb mobileapp push ebilling w/ interactive PDFs Customers pay directly from their inbox Available on any connected device 53% of is now opened on mobile!

21 Mobile Versatility Pay-by-Text Pay-by- mobileweb mobileapp Responsive web design delivers a consistent experience on any size screen Laptop Tablet Smartphone No need to download an app Quickly becoming the mobile standard for billers

22 Mobile Versatility Pay-by-Text Pay-by- mobileweb Downloadable bill-pay app Must support multiple platforms (e.g., ios and Android) Additional support fees may not be desirable for some billers mobileapp

23 Payment Security & PCI Compliance Considerations

24 Electronic Payment Security Breaches from malicious hacking, malware, and social engineering attacks have gone up a mindboggling 500% in the last four years. 229 days is the median length of an attack before detection. Cost of a Breach is $145 per record.

25 PCI Compliance Costs PCI 3.0/3.1 Better define the Cardholder Data Environment Inventory and device inspections Written responsible party agreements between merchants and service providers Annual penetration testing Cost to Get Compliant* Level 1: ~ $2.9m Level 2: ~ $1.2m Level ¾: up to $200k *Source: TrustNet

26

27 Reduce your PCI Footprint Use "network segmentation to isolate the Payment Network Removes non-compliant networks, servers and workstations out of the scope of PCI Lowers cost of PCI assessment Reduces the risk of breach

28 Reduce your PCI Footprint Use an enhanced service provider A specialized vendor that handles the full customer experience and all aspects of payment acceptance and security 100% hosted; payment data is completely removed from your network Feature-rich customer engagement Like an Insurance Policy Shift risk and liability away from your business and on to the service provider.

29 ipad Kiosk Convenient for customers to make payments in the lobby versus at the counter Highly secure and minimizes your PCI footprint

30 Thank you. BILL PATCHETT BARBARA ZICKLER