Transcript Customer Advisory Panel Meeting
2011 Utility Payment Conference
Mobile (SMS) Update from NorthWestern Energy
Key Points
Decision-Making Process
Implementation Process
Marketing Campaign
Comparison
Summary
Benefits
Provides a new, convenient solution to your customers
All phone types are supported
All major carriers are supported
Easy to implement with no capital expenditures
Self service enrollment and management
Flexible – the customer opts in, can choose whether or not to make a payment and can stop at any time
Scalable – can support messages, alerts, reminders
Implementation Process
Launched on 7/29/2010
IVR and Internet were modified to include Pay by Text enrollment
Product certified with wireless carriers so no 3 rd were involved in implementation parties
Thoroughly tested with employee enrollments during UAT cycle
Added same day online banking payment option
Added American Express as a payment type
4
Web Messaging
Bill Insert
Payments Brochure
Employee Communication
Start of program…
40 35 30 25 20 15 10 5 0 2010
11
ATM ACH Credit Card ATM Credit Card ACH
Today…
900 800 700 600 500 400 300 200 100 0 2010 2011 ATM ACH Credit Card ATM Credit Card ACH
350 300 250 200 150 100 50 0
Pay by Text: Channel Shift
Enabled Users Transactions Over Time
Extranet Internet IVR OnlineBanking Pay by Text Recurring
Pay by Text: Case Study
1400 1200 Email with PDF attachment
Enabled Pay By Text Users
1000 800 600 400 200 0
PBT Notifications and Payments Key Learning's
Notifications to Payments
»
Approximately 58% of enrolled users paid electronically within 10 days of the notification
»
23% of notified customers paid via the text within the first 24 hours of notification
»
Of the people that received a message and paid, 55% of the notified customers that eventually paid through a Speedpay channel paid via the text message
»
The remaining 45% using other channels (primarily IVR) transacted much closer to their due date; volume ramps up in these channels three days after send
New customers to electronic
»
To date approximately 1,300 customer have enabled PBT notifications and 92% have transacted at least once through an electronic channel
»
267 of these customers had no prior electronic transaction utilization
Summary
In summary NWE has been very happy with the success of implementing SMS into our payment options.
If you are considering implementing SMS I encourage you to get with the vendors today.