The Impact of Growing Utility Mobile Bill Payments on E-Bill Adoption and Card Funded Payments Eric Leiserson, Director of Research, Fiserv
Mobile s Hyper Evolution in Utility Bill Payments 2011: Mobile bill pay is coming! 2012: Mobile bill pay is here, now what?! 2013: Mobile bill pay is surging, how are utilities responding and what have we learned? 2014: Mobile bill pay is thriving, where do you stand? 2015: Mobile boosts e-bills and card funded bill payments 2
The Mobile Bill Pay Wave; Generating More E-bills and Card Funded Payments
Mobile Presents Utilities Both Risk and Opportunity to Utility Company Billing and Payments 4
Overview Utilities Mobile Billing and Payment Mobile Boosts Ebill Mobile Boosts Cards 5
The Mobile Revolution Continues
The Smartphone Has Effectively Replaced All The Technology Offered In This 1991 Radio Shack Ad Source: TrendingBuffalo.com. Consumerist, January 17, 2014
Mobile, Card-Funded Payments Are Marketed Like Never Before https://www.youtube.com/watch?v=v2zdm3ckxvg
Mobile Billing and Payment
Today s Mobivore ; Percent of Households that Made a Mobile Bill Payment in Last Month Grew 22% 79% of Online Households Have a Smartphone 27% 33% 8% 16% 2012 2013 2014 2015 Source: Eight Annual Billing Household Survey, Fiserv Inc., 2015
Volume of Mobile Bill Payment Transactions by Mobile Sub- Channel Biller's mobile site 33% Biller app 16% Text 5% Bank app 14% Bank's mobile site 27% Other provider app 5% Comparison to 2014 biller mobile site (29% to 33%) and app (9% to 16%) gained ground With usage consumer expectations grow Source: Eighth Annual Billing Household Survey, Fiserv Inc., 2015
Percent of Mobile Utility Site Visits Growing; So Are Utilities Offering MBPP to Customers 29% of online visits to utilities are from a mobile device 49% offer mobile bill payment 43% have alerts and notifications Source: Fourth Annual Mobile Bill Pay Benchmark Study, Blueflame Consulting for Fiserv Inc., 2015
Bill Payment is the Top Reason Customers Visit Utilities Online and Via Mobile #1 #1 Reason Customers visit their utility s online and mobile is to make a bill payment Sources: Seventh Annual Billing Household Survey, Fiserv, Fourth Annual Biller Mobile Bill Pay Benchmark Study, Blueflame Consulting for Fiserv, Inc., 2015
Paying Bills via a Smartphone Has a Positive Impact Customer Satisfaction 65% say paying and receiving bills from a smartphone increases satisfaction Source: Eighth Annual Billing Household Survey, Fiserv Inc., 2015
Top Utilities Drivers and Challenges for Providing Mobile Bill Payment and Presentment 32% 42% 62% Grew in rank order Source: Fourth Annual Mobile Bill Pay Benchmark Study, Blueflame Consulting for Fiserv Inc., 2015
Key Mobile Stats Among 74 Utilities Surveyed 54% utilities have an overall mobile strategy 41% utilities have specific MBPP strategy 81% believe Responsive Design is important for any screen optimization Source: Fourth Annual Mobile Bill Pay Benchmark Study, Blueflame Consulting for Fiserv Inc., 2015
Mobile Boosts E-Bill Adoption
Utilities Believe Mobile Positively Influences E-bill Adoption Mobile Impact on Bill Pay and paper statement turn-off 22.6% 17% 31% 40% 44% Yes, significant Overall Utility E-bill Adoption 67% 49% 49% 39% 17% 16% 12% 15% 2012 2013 2014 2015 Some, incremental gains Potentially in the long run No, only marginal gains Fourth Annual Mobile Bill Pay Benchmark Study, Blueflame Consulting for Fiserv Inc., 2015
How Mobile Bill Pay Leads to E-Bill Adoption Interest in Receiving Alerts Increase Likelihood in Receiving E-Bills Yes 66% 34% No 71% Source: Seventh Annual Billing Household Survey, Fiserv Inc., 2014
Case Study; American Electric Power AEP Mobile Traffic Mobile Traffic as Percentage of Overall Web Traffic 50.0% 45.0% 40.0% 35.0% 30.0% 25.0% 20.0% 15.0% 10.0% 5.0% 0.0% Jan 11 Apr 11 Jul 11 Oct 11 Jan 12 Apr 12 Jul 12 Oct 12 Jan 13 Apr 13 Jul 13 Jul 14 Oct 14 Jan 15 July 2012 was the aftermath of the North American Derecho, during which AEP had over 1.5 million customers without power some for as much as two weeks Source: AEP, NACHA Payments, 2015 20
Case Study; American Electric Power 60000 Payments through Biller Direct mobile channel 50000 40000 30000 20000 10000 0 June 14 Jul 14 Aug 14 Sep 14 Oct 14 Nov 14 Dec 14 Jan 15 Source: AEP, NACHA Payments, 2015
Case Study; American Electric Power Highest daily increase in ebill adoption the day outage alerts released to customers! A seamless paperless enrollment option is available during account registration Agent enrollment continues to increase ebill enrollment during open/start service orders Source: AEP, NACHA Payments, 2015
Mobile Boosts Card Funded Bill Payments
What Keeps Utilities Up at Night Regarding Billing and Payment Security: 79% Cost & Complexity: 72% Regulations & PCI Compliance: 56% Source: Fourth Annual Biller Mobile Bill Pay Benchmark Study, Blueflame Consulting for Fiserv, Inc., 2015
Utilities Believe Mobile Will Boost Card Funded Bill Payments Will mobile will lead to More, Same, Less Card Payments? Your card payment growth expectations? More 82.0% 23% 4% 9% 13% Fewer 0% Same 18% 47% Convenience Fee 27% Absorb Interchange Cost 28% 23% Decrease Stay the same Increase 10% Increase 20% Increase 30% Increase 40% or more Source: Fourth Annual Mobile Bill Pay Benchmark Study, Blueflame Consulting for Fiserv Inc., 2015, Utility Attendees at CS Week Survey, Fiserv, 2015; N = 47
Future Growth: Millennials More Likely to Make Mobile Bill Payments, Receive E-bills and Use Cards to Pay Bills Make mobile bill payments Interest in receiving e-bills Prefer Cards to pay bills Source: Seventh Annual Billing Household Survey, Fiserv, 2014 26
Key Takeaways
Key Takeaways Free Resources The mobile revolution continues with profound effects; increasing customer expectations Utility mobile bill payments is growing, driving up e-bills and card funded bill payments Key issues to navigate security, compliance, costs, complexity and expectation need knowledge to surf the wave versus drowning in it! If you would like a complimentary copy of the 4th Annual Utility Mobile Benchmark Study let us know Card Funded Bill Pay Study Mobile Bill Pay Utility Mobile Benchmark Report Utility Insights from the 4 th Annual Mobile Bill Pay Benchmark Study
Questions and Answers
Contact Information Eric Leiserson, Director of Research, Fiserv Eric.Leiserson@fiserv.com