Increase Your e-Billing Adoption Rates

Updated: May 23, 2019

Have you been struggling with increasing the adoption rate of your ebilling platform? You are not alone.

It is well document that the ebilling process can create savings of up to 70% vs. the printed and mailed option. We know that ebilling can improve the timeliness of customer payments.

It has also been predicted that Millennials (born 1980-2000) are twice as likely to opt-in as Generation X (born 1960-1980) … who are more likely than Baby Boomers to go paperless than their parents.

What are the basics of better adoption? It starts with educating your customers about e-billing . You need to guide them towards a positive attitude about their e-billing while providing them with everything they need -and more – with your e-billing option.

1. Payment Flexibility

Providing multiple payment options is critical. Your customers want the ability to pay via mail, phone, computer, tablet or mobile device. In addition, they want to use credit cards, PayPal, Venmo and others. They want the ability to set up automatic payment and/or the ability to schedule payments on or before their due date. And as we will go into detail below, they want to be reminded.

2. Data Security

Customers often become comfortable engaging in online billing activities once they learn

that you and your partners understand data security. Fears always arise when paying with credit cards. Understand your partners certifications and procedures around confidential information and share it with your customers.

3. Notifications and Reminders

Create automatic messaging for new and existing customer activity. This should include emails and SMS notifications. A strong e-billing platform must be accompanied by strong notification tools.

The reminder is one of the top reasons why customers are stuck on paper. Give them an e-billing solution that can deliver timely reminders via the channels they use most – email, text message, or even smart speakers.

5. e-Bills are more than paper bill replicas

If a customer thinks they will receive less account information going paperless, they will

not commit to e-billing. Customers that switch over to paperless must receive e-billing that appears exactly as their paper bill would (examples include; consumption charts, balances, details, personal messages and account updates). Be sure to include both sides of the bill (any verbiage, messages and data following the first page of the paper bill). Last, but not least it is critical to include the same inserts/ads that would come in the mail in electronic form.

Also, remember to cross over your external campaign with your internal communications. You want to educate your employees on the benefits and perhaps provide incentives for increasing the adoptions of your e-billing solution.

For more information on how to increase your billing adoption rates contact us at

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