Special Advertising Section
Go Paperless and Watch
All The Benefits Add Up
Millions of
preferences is critical to maximizing the val-
consumers,
ue of a biller’s online customers. But first, the consumer needs to
interact online. CheckFree, now part of Fiserv, can help facilitate
billions of I
mpacting payment
all the steps needed to boost business profitability, according to
transactions,
Michelle Flint, General Manager for the Biller Services Division within
trillions of
CheckFree’s Internet Banking and Electronic Payments Division.
Best’s Review: Why is online billing and payment important,
dollars: and what options do insurers use today?
CheckFree
FLiNt: The emergence of new technologies has completely
enhances
changed the way consumers interact with organizations. For the con-
sumer, decisions involving payment options are almost always tied to
customer convenience, choice and control. Many insurers rely on paper-based
touch points
methods to present bills and accept policy payments. We have found
to maximize
that in maximizing profitability, it is important to strategically guide
customers and policyholders online where costs are lower and impact
Michelle Flint,
business
General Manager,
is greater. CheckFree provides billing solutions for companies of vary-
Biller Services Division
profitability.
ing sizes, with solutions that can grow as the customer grows.
BR: How can insurers leverage the online bill/pay channel?
FLiNt: We know that viewing and paying bills online is a leading
indicator of a customer’s willingness to engage in other self-service
“
The endgame
is to optimize biller
activities via a Web site. Insurers can meet this demand and optimize
profitability over
customer interactions. The endgame is to optimize biller profitability the long term with
over the long term with full online self-service, staged e-bill adoption,
full online self-ser-
deeper customer relationships, and ultimately, paperless billing.
vice, staged e-bill
BR: How do insurers maximize ROI through their bill statements?
FLiNt: CheckFree is uniquely positioned to help insurers navigate
adoption, deeper
the maze of operational billing issues. Insurers can maximize their
customer relation-
ROI by reducing the costs associated with paper bill handling and
ships, and ultimately,
production, including call centers. The resources needed to handle, paperless billing.
process and store paper bills can be reallocated. Furthermore, paying
”
Listen to the bills online can result in increased payment accuracy, fewer payment
full interview exceptions and more accurate daily cash forecasts. There are also
with Michelle Flint numerous opportunities for cross-selling and up-selling additional
products or policy features, not to mention the positive environmental
impact a company makes by selecting a paperless billing solution.
BR: How can insurers increase e-bill presentment adoption?
FLiNt: Through a rich customer experience and by leveraging
consumer attitudes, billing organizations can make a significant
impact on adoption rates driving more consumers online. CheckFree
can assist with that progression. We continuously make our solu-
tions easier to use, including more prominent messaging for e-bills
and paperless adoption. Our attention to product enhancement and
consumer research has yielded some of the industry’s highest adop-
tion rates. We also have established consumer education Web sites at
www.ebillplace.com, and, through our collaboration with NACHA,
www.payitgreen.org. These are just some of the things insurers can
do to drive e-bill activations and paperless billing in their base.
BR
n Access the full interview or share this edition at
www.bestreview.com/tech08.html
Best’s Review Special Section 117
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