striata & city of tallahassee: cs week conference: payments easy as one, two, done!

Payments Easy as One, Two, Done!

41% of payments in 5 days … discover the secret to bill payment on the move!

Mike Beener - City of TallahasseeElizabeth Stephen- Striata

April 28, 2016

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Agenda

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Industry Trends: Mobile Usage & Billing

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Industry Trends – Mobile & Billing

• More email is read on Mobile than on desktop email clients. Stats say 54% of email is now

opened on a mobile device. – Litmus “Email Analytics” (Nov2015)

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Industry Trends – Mobile & Billing

• 75 % of Gmail users access their accounts on mobile devices. Gmail now has 900 million users. – Google / TechCrunch “I/O developers conference” (May 2015)

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Industry Trends – Mobile & Billing

• 15% or less of emails will be read on a desktop by 2020. – Litmus “Email Marketing in 2020” (Q1 2016)

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Industry Trends – Mobile & Billing• Utilities experience largest growth in mobile bill pay

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Industry Trends – Mobile & Billing• Utility goals for mobile billing

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The Growth in Mobile Usage2010 2015

2016

* Data collected for current Striata clients

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Simplify the Mobile Experience

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Simplify the Mobile ExperienceShift towards PUSH communications- Email is the universal app- Close the paperless gap, target

customers who are not enrolled on a portal

Keep paperless enrollment simple- Enrollment without logging on to a

website

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Simplify the Mobile Experience

Design with mobile viewing in mind- Clear call to action- Top-down reading and layout

Mobile optimized payments

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Simplify the Mobile ExperienceNo app to download or website to visit

Clearly display payment information

Eliminate excess typing and scrolling – reduce errors in navigating with thumbs

Offer confirmation of successful/unsuccessful payment

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Demo : City of Tallahassee One Click Payment

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City of Tallahassee & SmartBill

Municipal utility providing gas, electric and water service to over 115,000 customers

City of Tallahassee introduced the SmartBill to address the need for customers to have a way to easily view, and more importantly pay, their bills electronically

City of Tallahassee has reached 35% paper turn-off with Striata/Western Union PUSH eBills with payment

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The One Click Payment Experience

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The One Click Payment Experience

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The One Click Payment Experience

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The One Click Payment Experience

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City of Tallahassee Case Study

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Improving Mobile OptionsCity of Tallahassee’s own mobile read rate surpassed desktop and webmail

New Goals:

- Reduce time to payment

- Improve customer experience

- Create a mobile friendly payment experience

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Mobile Payment Results

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Mobile Payment Results

• 46% of payments made with the new functionality were made within five days of receiving the bill, compared to only 7% of postal customers and 21% of those electronic payments without the functionality

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Mobile Payment Results

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Mobile Payment Results

Of electronic payments are made through One Click Payment

Of customers who have the One Click Payment option use it to pay their bill

21%

44%

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Mobile Payment Results

Why is the One Click option a success?

• Good design – summary details, strategic buttons• Quick process, no logging in required• Using saved payment details – no typing account

numbers• Compatible across all devices• Convenience without sacrificing security• Quick confirmation – eliminating errors and calls into

the call center

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Conclusion

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Key Takeaways

• Mobile usage is on the rise and will continue to grow• Improve the customer experience and adapt to

mobile– Move toward PUSH communications– Rethink the consent process– Focus on mobile design and payment

• Mobile solutions such as one click increase customer convenience and decrease time to payment

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Mike Beener

Elizabeth Stephen

Mike.Beener@talgov.com850.891.8444

elizabeth.stephen@striata.com

646.600.5280