Feb 27, 2013

Presentation Lead by TWI Chris Wease, National Sales

Finance and Management Committee’s Billing and Collection System

Seminar

Trends in Billing & Payment Technology Sponsor: NCAWWA

Greensboro, NC

Who is TWI?

Over 600 customer implementations

Consolidate Simplify

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Billing Household Survey, Fiserv 2013

Recent Headline

Con-Ed Case Study

Customer Adoption of Paperless Billing

IVR/Phone Web Kiosk Mobile Text2Pay

I5

CIS

Typical Architecture Scenario

PP7

EBPP / Auto-Pay

Notify

I4 I1 I2 I3 I6 I7

PP6 PP5 PP4 PP3 PP3 PP2 PP1

Counter Lock Box / Auto-Draft PP8

Consolidate Simplify

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“7 Truths of Customer Usefulness”

Available Easy Fast Up-to-Date

Trust-worthy Informing Valued

Blog Post: The 7 Truths of Customer Usefulness

The Benefits of Usefulness

Like the Field of Dreams …

Mirroring Web Aesthetics…Consistency

Blog Post: Smartphones Now the Majority – Mobile Payments Poised for Growth

QR Code

Blog Post: Smartphones Now the Majority – Mobile Payments Poised for Growth

Call Samples (click to listen)

Main Menu

Account Balance and Payment

Resurgence of Inbound IVR / Phone Payment System

Standard Features Real-time IVR interface with CIS database 24/7 customer self-service access Hear account balances and payment history Pay bills by credit card or eCheck System-Wide Messages Update Customer Phone Numbers Get answers to common questions & FAQ’s Blog Post: What Goes Around Comes Around – IVR / Phone Payments Resurging

Manage multiple notification campaigns Deliver customer-specific messages with data

from your CIS database “Press-2-to-Pay” to enter CIS and make

payment High volume callouts, email alerts, and text

messages Recorded voice or text-to-speech

Benefits: Proactive notifications ensure customers are

informed and satisfied Reduce delinquencies and shutoffs from 30-

70%

Automatically notify thousands of customers in minutes Examples:

Past-due courtesy notices Service interruptions Boil alerts Weather alerts Water restriction notices

Notifications

Call Samples (click to listen)

Past Due Courtesy Call

Boil Water Notice

Blog Post: The importance of proactive outbound communication.

Bill Mailed Bill Due 2nd Notice Mailing

Late Fee Applied

Next Bill Cycle Mailed

Account Shut-Off

Bill Ready Email

Bill Pay Reminder Email 1

Bill Pay Reminder Email 2

Bill Ready / Last Chance Email

Pre-Late Fee Courtesy Call

Pre-Disconnect Courtesy Call 2

Pre-Disconnect Courtesy Call 1

Be Proactive // But Not a Nuisance

Blog Post: The importance of proactive outbound communication.

Blog Post: Reduce delinquency rates in five easy steps.

IVR/Phone Web Counter Mobile Text2Pay

Integration Layer

Customer Information System

Develop a Single Point of Integration

Payment Processing

eBilling Notify

Summation360: The all-in-one billing, payment, and customer communication solution.

one expert vendor

one hosted service

one call issue resolution

one data integration

one payment processor

one price for all services

Connect with TWI & Summation360

o Billing and payment blog at www.summation360.com/learn

o Social Media Sites: LinkedIn, Twitter, Facebook

o White paper: “12 Essentials for Successful Utility e-Billing/e-Payment Programs”

o Upcoming events: • Southeast Harris Users Group –

April 4-5 in Decatur, AL • Transforming Local Government –

April 10-12 in Atlanta, GA • CS Week – April 29-May 3 in Tampa, FL • GFOA – June 2-5 in San Francisco, CA • Electricities – August 1-3 in Asheville,

NC

Information and Questions Chris Wease National Sales cwease@summation360.com 540-951-6462