Quiz: What Monsters are Keeping You Up at Night?

Question 1 of 11

What is the most common problem your customers experience when they use self-service options (web, phone, etc.) to pay their bill?

The web portal is confusing, hard to navigate, and takes too long. The electronic bill looks different from the paper bill which is confusing. Signing up for auto-payments or recurring payments is too complicated. The preferred payment methods (examples: PayPal, Amazon Pay, Amex) aren't available. They can't use saved payment information or save payment information for next time. They don't receive instant confirmation that their payment was approved, declined or completed. Other

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Question 2 of 11

What is your current abandonment rate for customers trying to make a payment electronically and not completing the transaction?

Less than 5% Less than 10% Less than 25% More than 25% I have no idea

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Question 3 of 11

If you were to add another self-serve payment channel for your customers to use, what would it be?

Digital wallets (PayPal, Venmo, etc.) IVR - pay by phone Pay-by-Text Paperless billing and notifications Chatbot communication and payments Voice assisted communication and payments (ex: Alexa) All of the above Other

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Question 4 of 11

How many of your customers request digital wallets as payment options? (examples: PayPal, Venmo, Amazon Pay, PayPal)

More than 10% More than 25% More than 50% More than 75% Few, if any. I don't know.

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Question 5 of 11

How many of your customers currently pay with digital wallet payment methods? (examples: PayPal, Venmo, Amazon Pay, PayPal)

Less than 5% Less than 10% Less than 25% Less than 50% What's a digital wallet? We don't take digital wallet payments.

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Question 6 of 11

As a biller, this is the biggest billing and payment issue that keeps me up at night:

Protecting card or customer data and meeting security and privacy compliance standards. The impact of delinquent/non-payments on our revenue management. Customer service costs going up due to low adoption of our self-service investments. Siloed and unintegrated systems that don't provide a "holistic approach" and complicate things for our internal teams. Outdated systems that hamper operations and negatively impact customer satisfaction. Reconciliation and reporting for our Finance team - our reporting and analytics are very complicated. Other

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Question 7 of 11

My job would be so much easier if:

We provided payment reminders, so that more customers paid on time. We streamlined and integrated our revenue management, so finance has a single view into all payment transactions. Customers had a better user experience and more ways to make self-serve payments Customer support could focus on complicated service issues, not simple payment issues. Our system was modern, reliable and easier to maintain. PCI/NACHA/PII was not something we constantly had to monitor. Other

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Question 8 of 11

When was the last time you changed your online billing and payment system?

10 years ago. 5 years ago. Who knows? But it's time... 1-3 years ago. In process, but hesitant. In process, and enthusiastic.

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Question 9 of 11

What would be your biggest challenge to migrate to a new billing and payment system?

I don't have the time for a long, involved process. I can't get my management team onboard. I'm too invested in our current system. I'm worried we'll lose legacy data, insights, analytics, and the few adopters we currently have. I'm stuck in a contract with another provider. I don't know enough about our other options.

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Question 10 of 11

How important is it that you modernize and provide a better billing and payment solution for your customers?

Very Important Somewhat Important Neutral Somewhat Unimportant Unimportant

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Question 11 of 11

Describe your biggest monster when it comes to your billing and payment solution you have today? What would its name be?

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WHAT MONSTERS ARE KEEPING YOU UP AT NIGHT?

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