The CCA Voice - Spring/Summer 2014 - (Page 47)

THEME: ON THE EDGE: MEETING CONSUMER DEMAND Giving Your Customer Their Preferred Choices in Billing: Paper, Electronic, and Mobile By: Ron Whaley Chief Revenue Officer, OSG Billing Services T he choice, speed and flexibility today's technology gives us has forever changed the way we live. Whereas people once got their news from the morning newspaper and nightly newscast, today people can read and view breaking news in realtime on their mobile device or desktop computer. Our lives are becoming more and more digital, and our financial lives are no exception. Communicating Across All Channels Gone are the days of sending a simple paper invoice to your customers. Today's customers demand channel options that fit into their lifestyle. Whether they choose to receive their bill by mail, email, mobile, or web, what's imperative is giving your customers the options they want. And, while a customer may choose to mail a check with a paper bill this month, that same customer may decide to pay a bill online next month and may decide to use a mobile app the following month, and the bill must look the same and be recognizable across all channels. Paper Is Still King While there is no doubt that we are moving towards a more digital lifestyle, paper is still king. According to InfoTrends, 2011, "Although mail volumes have been declining rapidly in the U.S., 71% of consumers still feel more secure holding an official paper copy of their bills." But at the same time, more and more people now wish to transact online and on mobile devices and they want the ability to pay their bills anytime, anywhere. This challenges us in how we do business and how we communicate with our customers. Electronic and On-Demand Options Today, consumers young and old expect technology to be integrated into their everyday lives. This includes viewing and paying bills online. It's not just the Millennials and Gen Y consumers that are driving the move to electronic. Overall, consumer preferences have changed as well - even for older generations. We have gotten more comfortable transacting online - whether it's to view statements, make purchases, or pay bills - and we feel more secure about it. If consumers were once hesitant to enroll, many are now converting as interacting online has become second nature to us. According to an ebilling Benchmarking Study sponsored by NACHA in 2011, 19.9% of wireless phone customers have adopted ebills and no longer even receive paper statements. Information is coming to us at a record pace. The average person is exposed to over 3,000 messages per day - or more than 90,000 messages per month - and those messages are coming through a multitude of channels. But, the good news is that even in today's competitive marketplace, transactional documents are opened and read 95% of the time, with the longest "read" time (42.5 seconds) when THE compared to direct mail (15.2 seconds) or television commercials (19 seconds), according to InfoTrends. Offering cross-channel solutions in an increasingly "on-demand" environment means offering your customers the freedom and flexibility to decide which channel works for them today, while keeping an eye on options they may lean toward in the future. Although digital is an increasingly popular choice, you will always have some customers who will rely on paper. Whether it's paper, email, mobile, or web presentment, delivering cross-channel solutions across all touchpoints improves your member communications, heightens your visibility, and enhances your image. OSG Billing Services (OSG) is a nextgeneration technology partner providing integrated, multi-channel electronic and full color print and mail billing and customer communications solutions. Through a state-of-the-art processing environment and a solid focus on the customer experience, OSG helps you meet the needs of your dynamic customers and navigate today's complex billing world. VOICE * * Spring/Summer 2014 47

Table of Contents for the Digital Edition of The CCA Voice - Spring/Summer 2014

Chairman’s Letter by Jonathan Foxman
A Message from the President and CEO by Steven K. Berry
CCA’s 2013 Annual Achievement Award Winners
Staying Ahead of “The Next Big Thing”
Near Tragedy in Nevada Demonstrates Need for Rural Investment
Competition – The Foundation for a Healthy Industry
Putting the “Incentive” in Incentive Auction
Beat ’Em or Join ’Em: Data Roaming in a 4G LTE World
2014: The Year of Small Cell Deployment
Band Class 12 – Beyond Broadband
Chat Mobility Utilizes Multi-Faceted Plan to Attract & Retain Customers
Blurred Lines: Reinventing in the Rural Market
Regional Carrier Bridges Digital Divide with Massive Network Upgrade
Wireless Challenges and Solutions for Competitive Carriers
Expanding America’s Wireless Networks: It Takes a Village
Lead with Location
Giving Your Customer Their Preferred Choices in Billing: Paper, Electronic, and Mobile
Monetizing Data Demand with Personalized Services
Making Sure Long-Distance Calls Reach Rural Subscribers
Mobility Growth with Emerging Devices
Mobile Broadband and the Rise of Mobile Security Challenges
On the Verge: Fulfilling 4G-LTE Consumer Demand in America
Transform Your Business by Making It Simpler
Lessons Learned on the Road to LTE
Let’s Get Personal
Even If the Voice Packets Make It, Does the Lack of Quality Ruin It?
Our Connected World: The Necessity of NFV for Telcos
Ten Hot Consumer Trends in 2014 and Beyond
Gain Your Edge: Effective Edge Out Strategies with 4G LTE
Reaching Consumer Demand Through Marketing in the Rural Driven Markets
Tips for Improving the Customer Experience
Creating a Super High-Capacity Network in Rural America
Your Competitors Are Coming for Your Customers
Index of Advertisers
Congressional Spotlight: Representative Robert “Bob” Latta

The CCA Voice - Spring/Summer 2014