How to Implement an E-Billing Solution

by CFO Innovation Staff, 21 August 2009

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During a period of two years, payments consultant Innopay advised and supported a company with an innovative solution in the Netherlands that was introducing a new billing product, AcceptEmail, into the market. Here are the eight lessons it learned from the experience, as written up in gtnews.com.

Effective Use of Existing Channels. Billing is not just a way to collect money, but an opportunity to communicate with your customer. However, this opportunity is little used in the digital domain; billing is usually seen as an IT project of the accounting department. There needs to be an integrated approach with all relevant departments involved.

Addressing Customer in the Digital Era. In Europe, one of the new rules of the Payment Services Directive makes it obligatory for the beneficiary to actively inform the consumer before deducting the amount from the consumer’s account. It would be logical to inform customers via email, but filling up the email field in many customer forms today is optional, not required.

Small Steps. When the necessary behavioural change asked of the consumer is big, the new product is less likely to be successful. In general, successful innovation is only realised through small changes in existing behaviour patterns.

The Market Can Set its Own Standards. The e-billing company that Innopay worked for operated as an independent party and was not related to a single financial organisation. It essentially developed its own technical platform, instead of waiting for industry players to agree on standards.

Success in Niche Markets. The e-billing solution was a surprising success in some market segments that were not within the project’s primary focus. Credit management companies and contact centres, in particular, immediately spotted the opportunity and added value for their company’s processes.

Different Cost Structure Brings New Possibilities. E-billing creates possibilities to restructure collecting processes: costs of communication (paper, postage) decline to nearly zero by use of electronic channels. This offers new opportunities for direct marketing, charities and credit management organisations.

Adapt to Social Developments: Go Green. Given the enormous volume of monthly paper bills, the possible savings are quite large and the effect on the environment can be significant. Millions of printed bills and reminders can be replaced by an electronic version.

Start Simply, Migrate Gradually. Start with the exceptions, whose impact on the existing mainstream process is small. As soon as this ‘light’ implementation has gained sufficient comfort for the future, it can be integrated in the main process and the advantages of the electronic billing can be extended further.

Original Article URL:

Introducing a New E-billing Solution: Eight Lessons Learned

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CFO Innovation Staff

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Original Article URL:

Introducing a New E-billing Solution: Eight Lessons Learned

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