Online bill presentment and payment services are offered by not only many major billers and large banks nowadays but also by a range of smaller innovative financial services companies. All of these services claim to be broadly equivalent, with each of them offering a variety of bill presentment, management and payment features to make a consumer’s life apparently simpler and more efficient. However, these different services vary greatly in what they offer and in some cases the features they claim to have are not at all equivalent. A consumer therefore needs to take care to ensure that he or she selects the service that is most likely to fill his or her needs and in this brief article we therefore offer some hints on what to look for.
Below are what we see to be the main criteria by which any consumer should ideally evaluate any online bill presentment and payment service.
Bill Presentment
Bill presentment means the ability to see a bill in an online system of some kind. For most services this means either being able to see the bill in an email attachment (usually as a PDF) which is not really an online rendering at all (as it is just an electronic version of a paper bill). Some services offer a single line item bill view ahead of paying it. This is useful but far short of a full bill presentment. As a result, the most advanced services are offering a full digital bill which is one that is not only supplied in its entirety (even if it runs to several pages) but can be saved, sent on/forwarded or clicked on to effect payment.
Bill Management
Bill management features aim to keep a consumer on target for paying bills on time (or even early). A good service–provider should offer different alerts (ideally both email and/or SMS texts) that tell a consumer when his or her bills arrive, are due, are paid and are overdue/late (and in some cases the consumer can choose when and how to get these alerts). In addition, the consumer should always be able to view the details of the bill regardless of its format. Other useful features to look out for include a bill payment calendar and online notes. In the most sophisticated services bill storage is unlimited meaning that the consumer can store his or her bills indefinitely.
Payment Features
Good online bill paying services will often include a variety of payment features. However, many banking services may only offer bill payment from a checking account and large billers with online bill pay portals may only allow ACH and the major credit cards. The independent services are therefore more likely to offer much greater payment choice, and in some cases payment by online wallet, instant bank transfer and even cash (as well as almost all available credit and debit cards). A good service may also allow a consumer to choose which payments he or she wants to make each month individually and which he or she wants paid automatically (with a controlled payment like a direct debit).
Ease of Use/Setup
Apart from the site being user-friendly, online bill presentment and payment services at a given portal should be easy to setup and use, otherwise they don’t provide the convenience they promise. This should ideally mean the ability to pay a bill as a guest or first time visitor without registration on the service. And if a consumer does register, the system should remember as much data as has already been entered and the consumer should not be required to enter his or her payee and/or account information more than once.
Admin and Reporting convenience
Although consumers mainly pay their bills one at a time, they may want to more than this. A site which allows this functionality (and needs only one login and password for many bills) therefore has an advantage. This should include lots of analysis and reporting capabilities, looking at historical cumulative bill payments, aggregate data and even overall spend totals that may well be useful when it comes to end of year tax returns.
Service availability/Help/Support
Look for a service that is available 24 hours a day 7 days a week because most consumers will wish to pay bills outside normal office hours. There should also be good customer service support offered, both with available documentation and FAQ’s and a free call number when a consumer needs to talk to a customer service representative.
There are clearly other criteria that may well apply to choosing an online bill presentment and payment portal but these are the main categories under which a consumer can evaluate each service that is offered.
Showing posts with label Billing system payment build online design specify third-party. Show all posts
Showing posts with label Billing system payment build online design specify third-party. Show all posts
Monday, 23 April 2012
Tuesday, 3 April 2012
What do Postal Price Rises Really Mean for Billing Costs?
It was recently announced that a first-class stamp in the UK will rise in price from 46p to 60p (a 30% increase) and a second-class stamp will go up from 36p to 50p (a 39% increase). This reflects a worldwide trend in postal prices increasing dramatically (as less and less letters are sent in the mail and therefore make the post office burden so much harder to cover) and causing those businesses which bill their customers in the mail to have to bear the extra costs. For a larger biller (perhaps doing 50,000 bills a month) this adds £84,000 p.a and for a small business (doing say 2,500 bills a month) it adds £4,200.
These are significant relative costs in a channel that already presents additional challenges for merchants over other options. This includes the need to have to print and fold invoices and have to stuff them into envelopes, wait the 2-3 days until they are delivered (excepting a small percentage that never reach the customer’s given address!) and even get lost somewhere along the delivery route (and therefore have to be resent). Postal delays, go-slows and strikes can also impact significantly on businesses, and none of these factors does anything to help critical cash-flow (assuming that the customer does not lose their paper invoice and manages to pay on time).
So, what can businesses do about yet more costs that have to be absorbed in these difficult economic times? The obvious answer is to ask customers to accept an online invoice and cut out paper and envelopes and all mail costs completely. In the above two examples this not only removes the respective £300,000 and £15,000 annual postal costs completely, but by the time you add in the extra internal costs of printing, folding, stuffing, and envelopes probably saves twice as much-or around £600,000 and £30,000.
Unfortunately, if the above step of switching to ebilling were easy, every business of any size or type would be doing it. In reality, the inhibitors have historically been many including the often immediately prohibitive need to spend up-front capital on ebilling software (and pay annually to maintain it). In addition, the introduction of a new online billing system typically disrupts normal operations for months (often costing significant time and money) in order to transition to the new approach (not forgetting that customers also have to be converted to use the new system too). This all assumes that you have the customer email addresses to which you can send the bills or invoices of course. In the past, these kind of inhibitors have added too much cost and/or hassle for most businesses and they have no choice but to stay with their traditional way of doing things-until now that is.
In recent years, third-party online ebilling portals like PaySwyft for example, have been developed which overcome many of the problems described above. First and foremost this kind of portal offers almost an immediate opportunity to send full digital invoices to customers (often within days of signing up to use this “cloud-based” service) and on a pay-as-you-go basis, meaning there is no need for any capital outlay or annual software maintenance costs. And because every merchant has a unique merchant number or ID, customers can go to the portal to pay a bill without a business having to know their email address. Customers can then pay instantly, or register at the site (which means that a business progressively “scrapes” the email address for customers (who will often want to use their email or SMS alerts to remind them when bills are due). This means that customers can be weaned slowly but surely away from paper over time, as they become increasingly comfortable that all their bills are stored, emailable and printable whenever they like, and they can therefore safely turn off the paper bill they get in the mail. Best of all, the business not only starts to save the cost of sending paper bills and the postage costs but gains the added advantage of having a fully integrated set of payment options (often greater in diversity than they offered previously) that are now available (such as every credit card for instance). This aids cash-flow, lessens calls to the business to pay by phone and massively helps bill and payment reconciliation.
Summary
The transition to online billing is always a challenge but by using a portal-based system hosted in the cloud, it is many times easier than it was and can almost immediately start to save substantial time and cost. And now that postal expensive are going up so significantly, all businesses have even more reason to therefore consider making the change now.
Friday, 17 February 2012
Are PDF Invoices better or worse than old-fashioned paper invoices?
A recent study published by AIIM on progress towards the paperless office makes interesting reading as it relates to current billing practices. The study is worth taking note of because apart from AIIM being a credible non-profit research business which has been around for almost 70 years, as the chart below indicates it was a very large survey of companies of almost all sizes. In addition, the study went to companies in multiple sectors all over the world (although around 50% of the companies were in the US).
What the Study Showed
As we all know, the capability to exchange PDF files as e-mail attachments is said to have reduced the volume of paperwork traded between companies and small businesses considerably. However, this study says that the reduction is minimal at best, but quite possibly creates more paperwork than it saves.
In specific terms, the study revealed the following facts about PDF as invoices
• Over three-quarters of people surveyed say one of the first things they do with a PDF-based invoice… is print it out.
• From the 77% of the 395 respondents that print out their invoices, 16% scan the invoices right back into the system for use as……PDF attachments.
• 10% of people print out their PDF invoices multiple times.
• 10% of people say they print out at least one copy for archival purposes.
The chart relating to this data is shown below:
What is happening to Invoices?
Although many of the larger companies in the survey seem to be pressing to have all-electronic billing and payment systems, it seems that we are still a long way from this ideal (perhaps as few as 2-3% of companies have a fully digital system which includes no printing and only digital storage systems). However, many businesses are at least trying to save on postage and paper costs by sending invoices as PDF files, or as faxes. However, even here the invoices are often printed out as paper, sometimes at both ends, which almost completes defeats the object. Such practices obviously do not generally result in a reduction of paper within the receiving business in particular. As we saw from the statistics earlier in total, 77% of respondents are likely to print at least one copy of a PDF invoice, and 16% admit to printing it out and then scanning it in for capture, as do 31% receiving a faxed invoice.
Are new more “intelligent” PDF’s the answer?
Most respondents to the AIIM survey were referring to the basic PDF files generated by their Acrobat software, which are obviously less feature-rich than intelligent PDFs have become in recent years with functionality such as XML files being included with all the relevant invoices and embedded payment buttons and even digital signature capture systems. Although this is undoubtedly an improvement, the adoption of these more function-rich PDFs has been very slow and in most cases has had little impact on the rate at which companies of all sizes continue to print out and scan invoices. This is partly because, a PDF is still regarded as paper in real terms-it may be electronic but it is not easy to digitize in ways that are useful for data transfer and exchange. Full digitalization is therefore the goal of many organizations and this is why scanning remains popular. In this regard, when asked what the biggest drivers are for scanning, responses were mainly about data-exchange, availability and flexibility (as the chart below from the survey indicates).
So what are the implications?
PDF’s are very convenient as a way to send documents electronically but far less so when it is an invoice. The speed of the sending process is better than physical mailing but so many people are printing it out anyway, it is far short of being the “path to digitization” that companies of all sizes want or need. Fully digital invoices seem to be a much more attractive option and when an invoice can be presented in full in third-party cloud-based portals such as those such at PaySwyft, any company gets all of this immediately.
What the Study Showed
As we all know, the capability to exchange PDF files as e-mail attachments is said to have reduced the volume of paperwork traded between companies and small businesses considerably. However, this study says that the reduction is minimal at best, but quite possibly creates more paperwork than it saves.
In specific terms, the study revealed the following facts about PDF as invoices
• Over three-quarters of people surveyed say one of the first things they do with a PDF-based invoice… is print it out.
• From the 77% of the 395 respondents that print out their invoices, 16% scan the invoices right back into the system for use as……PDF attachments.
• 10% of people print out their PDF invoices multiple times.
• 10% of people say they print out at least one copy for archival purposes.
The chart relating to this data is shown below:
What is happening to Invoices?
Although many of the larger companies in the survey seem to be pressing to have all-electronic billing and payment systems, it seems that we are still a long way from this ideal (perhaps as few as 2-3% of companies have a fully digital system which includes no printing and only digital storage systems). However, many businesses are at least trying to save on postage and paper costs by sending invoices as PDF files, or as faxes. However, even here the invoices are often printed out as paper, sometimes at both ends, which almost completes defeats the object. Such practices obviously do not generally result in a reduction of paper within the receiving business in particular. As we saw from the statistics earlier in total, 77% of respondents are likely to print at least one copy of a PDF invoice, and 16% admit to printing it out and then scanning it in for capture, as do 31% receiving a faxed invoice.
Are new more “intelligent” PDF’s the answer?
Most respondents to the AIIM survey were referring to the basic PDF files generated by their Acrobat software, which are obviously less feature-rich than intelligent PDFs have become in recent years with functionality such as XML files being included with all the relevant invoices and embedded payment buttons and even digital signature capture systems. Although this is undoubtedly an improvement, the adoption of these more function-rich PDFs has been very slow and in most cases has had little impact on the rate at which companies of all sizes continue to print out and scan invoices. This is partly because, a PDF is still regarded as paper in real terms-it may be electronic but it is not easy to digitize in ways that are useful for data transfer and exchange. Full digitalization is therefore the goal of many organizations and this is why scanning remains popular. In this regard, when asked what the biggest drivers are for scanning, responses were mainly about data-exchange, availability and flexibility (as the chart below from the survey indicates).
So what are the implications?
PDF’s are very convenient as a way to send documents electronically but far less so when it is an invoice. The speed of the sending process is better than physical mailing but so many people are printing it out anyway, it is far short of being the “path to digitization” that companies of all sizes want or need. Fully digital invoices seem to be a much more attractive option and when an invoice can be presented in full in third-party cloud-based portals such as those such at PaySwyft, any company gets all of this immediately.
Wednesday, 18 January 2012
Should an organization design its own online billing solution?
Although there is a lot of third-party online billing/invoicing solutions available in the market these days, none of these can be entirely tailored to any one organization’s needs. For this reason, it must be worth spending a little time looking at whether a billing solution can be developed or built with internal accounting staff and IT people. This would mean that an exact specification could be put forward and, if it was executed to plan, this could be integrated with other internal systems. Once the system was up and running, customers would “flock” to it and the cost of sending out paper bills in the mail would reduce considerably. This would all have the potential to save a lot of money-wouldn’t it? In this brief blog post, let’s look at the six major issues that need to be considered in choosing to go down this path.
Before we look at these six issues, let’s briefly consider an organization’s motivation to undertake a project such as this. The typical logic of most companies is “After an order, we interact with customers today by sending out a paper bill, but it is expensive. Putting that ‘piece of paper’ on our own web site will be cheaper and we can still directly interact with our customers via our web site”. Hence, the internal business case might be “We invoice 100,000 customers a year and our current cost to bill by paper is £15 each time or £1.5 million. As the cost of doing billing via our web site will be £10 (including new internal operating expenses), or a 35%/£0.5 million saving an internal capital build cost of £0.5 to £1 million would be justified.” Where this model is flawed is that research tells us that only 4-6% of customers pay at any Biller’s site (for a lot of reasons that we have covered in other blog posts). This means the real cost per invoice ends up being higher than issuing paper and no ROI is achieved. Under these circumstances, a project is on very shaky ground before it starts. However, despite these problems, let’s assume that an organization stills wants to go ahead. What are the issues to think about?
The first issue to consider is can the organization build an application of sufficient scope and quality? After all, few companies would try to build spreadsheet or word processing software from “scratch” these days. These are usually far cheaper and superior to anything that could be developed in house. In general, widely available software designed for mass market consumption is considerably superior to applications developed in house, primarily because of the economies of scale that can be achieved. An online billing solution would not be any different in this regard? In other words, any in-house solution would probably lack the security, features and reporting capabilities needed and would not be as robust, stable or as user-friendly as a professionally developed application built by specialists in that field.
The second big issue to consider is the overall interface design of your potential online billing system.On the surface, an in-house solution provides the greatest scope to design this interface to suit all corporate requirements. However, third-party apps have changed greatly in recent years and allow almost as much customization and any one organization is likely to need. In addition, a third-party app (if well chosen) is likely to have designed in easy payment reconciliation and settlement (to the organization’s accounting system and even their bank –by electronic bill-matching means). This is often missed by in-house system builds or just adds major development costs to the project, thereby making the return on investment much worse than planned.
The third issue to consider is the need to protect an organization’s customers when using the new online billing solution. At a basic level this means bearing the additional cost to purchase a Secure Socket Layer or SSL certificate and to develop a payment plug-in, which necessitates a proper software development cycle (including specification design, build, test and installation). This potential cost alone can finance years of service from an online invoicing application service provider. In addition, as soon as the organization is processing credit or debit cards online, they may need to be PCI compliant (and bear the cost of maintaining this and being audited to meet bank standards). Direct debit mandates (if they are to be made available) are a further cost in this area that need to be taken into account, as these have high admin costs associated with them.
The fourth issue to consider is the immediate and tangible additional costs that are likely to be incurred with an in-house developed solution. A typical online application development project would likely have at least some of the following tasks, if not more: Needs analysis assessment; Application interface design; Database design; Technology assessment, costing and procurement; Server and security setup; Application build and Testing; Trial Rollout; ALPHA and BETA Testing; Full Production Rollout; Ongoing Support and Maintenance etc. Whether these tasks are done internally or out-sourced, projects of this nature will take many months (and possible more than a year) to complete and result in costs of many tens of thousands depending on the complexity of the application and the security level required. For a large organization this may even run into hundreds of thousands or even millions. This is a large capital cost that may not get a real return on the investment for many years.
Quite apart form the direct costs there are also the indirect costs to consider, because many application development project costs are hidden. The use of internal resources to stop working on other projects or tasks or even give up their “normal” job for a while is one example of a hidden cost that often goes unaccounted for. Every hour a development team member spend developing a new billing system, they could be focusing on an organization’s core business activities. In addition, if project development team members are not experienced in online invoice application development, there will be a high learning cost added to the project, and increase the chance the project will be delayed or even fail completely.
The fifth issue to consider is system-side issues. In other words, an in-house billing system (which is likely to be available 24/7) will inevitably have system costs that can easily be overlooked when initial specifications are done by an organization. There is the cost of the space and setup required for a secure and sufficiently large and secured server. This hosting environment will need careful protection (in maintenance terms and against hacking) proper virus protection and firewalls. In addition, back-ups will typically need much more care than other applications that may be running in the organization.
Last but not least such a project must consider the overall risks that are involved. Recent research suggests that over 35% of all technology projects fail in large and sophisticated companies (who have well-trained IT departments). Although this means that almost 65% succeed, this is not to say that even they were not over time or over budget before they “succeeded” of course. If an organization is therefore not a “large and sophisticated company”, chances are a new online application development project is at even greater risk of failing and/or being late/going over budget.
Conclusion
It is clear that developing an in-house online billing and payment system is a highly time sensitive, high cost and high risk undertaking. Some organizations may be tempted to start the process but may lack the expertise to specify it properly, build it to plan, run it cost effectively and maintain it well (and with the necessary level of security, compliance and control).
With all of these issues to consider, as well as the fact that third-party systems are now so well-developed (and in many cases available on a pay-as-you-go basis) this looks to be an easy decision, especially when given serious thought. In answer therefore to the question we asked at the outset- Should an organization design its own online billing solution? We think the answer is simply No (or at least only if it thinks it can overcome all of the obstacles mentioned above).
Before we look at these six issues, let’s briefly consider an organization’s motivation to undertake a project such as this. The typical logic of most companies is “After an order, we interact with customers today by sending out a paper bill, but it is expensive. Putting that ‘piece of paper’ on our own web site will be cheaper and we can still directly interact with our customers via our web site”. Hence, the internal business case might be “We invoice 100,000 customers a year and our current cost to bill by paper is £15 each time or £1.5 million. As the cost of doing billing via our web site will be £10 (including new internal operating expenses), or a 35%/£0.5 million saving an internal capital build cost of £0.5 to £1 million would be justified.” Where this model is flawed is that research tells us that only 4-6% of customers pay at any Biller’s site (for a lot of reasons that we have covered in other blog posts). This means the real cost per invoice ends up being higher than issuing paper and no ROI is achieved. Under these circumstances, a project is on very shaky ground before it starts. However, despite these problems, let’s assume that an organization stills wants to go ahead. What are the issues to think about?
The first issue to consider is can the organization build an application of sufficient scope and quality? After all, few companies would try to build spreadsheet or word processing software from “scratch” these days. These are usually far cheaper and superior to anything that could be developed in house. In general, widely available software designed for mass market consumption is considerably superior to applications developed in house, primarily because of the economies of scale that can be achieved. An online billing solution would not be any different in this regard? In other words, any in-house solution would probably lack the security, features and reporting capabilities needed and would not be as robust, stable or as user-friendly as a professionally developed application built by specialists in that field.
The second big issue to consider is the overall interface design of your potential online billing system.On the surface, an in-house solution provides the greatest scope to design this interface to suit all corporate requirements. However, third-party apps have changed greatly in recent years and allow almost as much customization and any one organization is likely to need. In addition, a third-party app (if well chosen) is likely to have designed in easy payment reconciliation and settlement (to the organization’s accounting system and even their bank –by electronic bill-matching means). This is often missed by in-house system builds or just adds major development costs to the project, thereby making the return on investment much worse than planned.
The third issue to consider is the need to protect an organization’s customers when using the new online billing solution. At a basic level this means bearing the additional cost to purchase a Secure Socket Layer or SSL certificate and to develop a payment plug-in, which necessitates a proper software development cycle (including specification design, build, test and installation). This potential cost alone can finance years of service from an online invoicing application service provider. In addition, as soon as the organization is processing credit or debit cards online, they may need to be PCI compliant (and bear the cost of maintaining this and being audited to meet bank standards). Direct debit mandates (if they are to be made available) are a further cost in this area that need to be taken into account, as these have high admin costs associated with them.
The fourth issue to consider is the immediate and tangible additional costs that are likely to be incurred with an in-house developed solution. A typical online application development project would likely have at least some of the following tasks, if not more: Needs analysis assessment; Application interface design; Database design; Technology assessment, costing and procurement; Server and security setup; Application build and Testing; Trial Rollout; ALPHA and BETA Testing; Full Production Rollout; Ongoing Support and Maintenance etc. Whether these tasks are done internally or out-sourced, projects of this nature will take many months (and possible more than a year) to complete and result in costs of many tens of thousands depending on the complexity of the application and the security level required. For a large organization this may even run into hundreds of thousands or even millions. This is a large capital cost that may not get a real return on the investment for many years.
Quite apart form the direct costs there are also the indirect costs to consider, because many application development project costs are hidden. The use of internal resources to stop working on other projects or tasks or even give up their “normal” job for a while is one example of a hidden cost that often goes unaccounted for. Every hour a development team member spend developing a new billing system, they could be focusing on an organization’s core business activities. In addition, if project development team members are not experienced in online invoice application development, there will be a high learning cost added to the project, and increase the chance the project will be delayed or even fail completely.
The fifth issue to consider is system-side issues. In other words, an in-house billing system (which is likely to be available 24/7) will inevitably have system costs that can easily be overlooked when initial specifications are done by an organization. There is the cost of the space and setup required for a secure and sufficiently large and secured server. This hosting environment will need careful protection (in maintenance terms and against hacking) proper virus protection and firewalls. In addition, back-ups will typically need much more care than other applications that may be running in the organization.
Last but not least such a project must consider the overall risks that are involved. Recent research suggests that over 35% of all technology projects fail in large and sophisticated companies (who have well-trained IT departments). Although this means that almost 65% succeed, this is not to say that even they were not over time or over budget before they “succeeded” of course. If an organization is therefore not a “large and sophisticated company”, chances are a new online application development project is at even greater risk of failing and/or being late/going over budget.
Conclusion
It is clear that developing an in-house online billing and payment system is a highly time sensitive, high cost and high risk undertaking. Some organizations may be tempted to start the process but may lack the expertise to specify it properly, build it to plan, run it cost effectively and maintain it well (and with the necessary level of security, compliance and control).
With all of these issues to consider, as well as the fact that third-party systems are now so well-developed (and in many cases available on a pay-as-you-go basis) this looks to be an easy decision, especially when given serious thought. In answer therefore to the question we asked at the outset- Should an organization design its own online billing solution? We think the answer is simply No (or at least only if it thinks it can overcome all of the obstacles mentioned above).
Subscribe to:
Posts (Atom)