• Optimizing Customer Reach through improved billing system

What do service providers consider to be their most important channel for reaching their customers? Think about it for a minute. To the few of you who said monthly bill, well done. And for the rest of you who are scratching your head now, here’s why.

Monthly bills give service providers 12 opportunities a year to make a good impression on their customers and communicate value as well as information about new products and services. Maybe even recommendations for different plans that can help customers either increase their level of service, or find a plan that makes more sense for them based on their usage.

Despite the value of bills as a communication and marketing channel, service providers have been trying for years to move customers away from expensive and environmentally unfriendly paper bills, and shift them to electronic bills.

For the most part, this move has been met with resistance from customers.

While some service providers have successfully moved half their customer base to paperless bills, the overwhelming majority have only moved 10-30% of their customers to e-bills. And the reasons for that are stunningly simple.