Bob’s Ramble: Why Adoption Matters

There are many criteria you can use to evaluate which Electronic Billing Presentment and Payment (EBPP) platform best fits your customer’s needs – ranging from product features, to the type of software used, or the overall customer or payer experience. And while all these criteria play a role in the decision-making process, at Invoice Cloud we believe that the most important consideration is how effectively a platform drives customer engagement, as measured by adoption.

Why is adoption so important? It’s because the more customers/payers who use the EBPP platform to self-serve, the more time our clients can spend with their customers to focus on higher value opportunities. This extra time and customer focus create a virtuous cycle, or flywheel, as shown in the graphic below:

Platforms that drive higher engagement – through features such as online bill presentment, SMS text messaging, and email communications that enable several customer touch points compared to a single touch point with paper billing – lead to more customer self-service. Customer self-service can take on a variety of forms, including paperless billing enrollment, scheduled payments, and AutoPay. These higher levels of customer engagement and self-service drive significant results for our clients, including:

• Reduced costs and labor
• Enhanced Customer experience
• Higher Customer satisfaction
• Re-election or appointment! 😊

So, while evaluating and choosing an EBPP platform involves many considerations, there are few factors that drive as many far-reaching benefits for both your team and your customers as customer engagement and adoption. That’s why Invoice Cloud focuses on delivering a platform that boosts adoption to help our clients to both save time and to deliver consistently better customer experiences.

To learn more about how we can help you boost customer engagement and online payment adoption, visit invoicecloud.net/adoption.