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Monday, December 14, 2009

Increasing eBilling End User Adoption

Today’s economic climate demands that all businesses reduce their costs at every opportunity to stay in business. In that vein, most companies are reviewing their billing process to see where improvements can be made. Therefore, we see the death of the paper bill looming on the horizon. And operators that provide this paper billing service are likely to begin seeing a significant drop in their market share unless they jump on board too.

What is difficult to understand is why eBilling has not taken off better in the past. eBilling has historically had issues with adoption and we don’t really know why. Some companies struggle to get 20% percent adoption in 5 years while others achieve 30% adoption in 5 months. So, what’s the difference in the adoption strategy of these two companies?

Most businesses find it crucial to communicate as regularly as possible with their customers. And traditionally, the paper bill has been an avenue for that communication. They can announce special offers, changes in service, new services available, etc. simply by placing the information in the bill. The company knows that the customer will most certainly be reading this piece of mail. So, many companies were initially concerned about how to continue to communicate effectively with their customer base with this new eBilling system. If the billing company is leery about the eBilling service, then customers will most certainly be leery too. In fact, the billing company is far less likely to push their customers into switching to the new eBilling system if the billing company itself is not 100% behind the effort.

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