2011 Utility Payment 2011 Utility Payment ConferenceConference

Mobile (SMS) Update from Mobile (SMS) Update from NorthWestern EnergyNorthWestern Energy

Key PointsKey Points

Decision-Making ProcessDecision-Making Process

Implementation ProcessImplementation Process

Marketing CampaignMarketing Campaign

Comparison Comparison

SummarySummary

BenefitsBenefits

Provides a new, convenient solution to your Provides a new, convenient solution to your customerscustomers

All phone types are supportedAll phone types are supported

All major carriers are supportedAll major carriers are supported

Easy to implement with no capital expendituresEasy to implement with no capital expenditures

Self service enrollment and managementSelf service enrollment and management

Flexible – the customer opts in, can choose whether Flexible – the customer opts in, can choose whether or not to make a payment and can stop at any timeor not to make a payment and can stop at any time

Scalable – can support messages, alerts, remindersScalable – can support messages, alerts, reminders

Implementation ProcessImplementation Process

Launched on 7/29/2010Launched on 7/29/2010

IVR and Internet were modified to include Pay by Text IVR and Internet were modified to include Pay by Text enrollmentenrollment

Product certified with wireless carriers so no 3Product certified with wireless carriers so no 3rdrd parties parties were involved in implementationwere involved in implementation

Thoroughly tested with employee enrollments during UAT Thoroughly tested with employee enrollments during UAT cyclecycle

Added same day online banking payment optionAdded same day online banking payment option

Added American Express as a payment typeAdded American Express as a payment type

4

Web MessagingWeb Messaging

Bill InsertBill Insert

Payments Payments BrochureBrochure

Employee CommunicationEmployee Communication

11

Start of program…

Today…

Pay by Text: Channel ShiftPay by Text: Channel Shift

Pay by Text: Case StudyPay by Text: Case Study

Email with PDF attachment

Notifications to PaymentsNotifications to Payments» Approximately 58% of enrolled users paid electronically Approximately 58% of enrolled users paid electronically

within 10 days of the notificationwithin 10 days of the notification» 23% of notified customers paid via the text within the first 23% of notified customers paid via the text within the first

24 hours of notification24 hours of notification» Of the people that received a message and paid, 55% of Of the people that received a message and paid, 55% of

the notified customers that eventually paid through a the notified customers that eventually paid through a Speedpay channel paid via the text messageSpeedpay channel paid via the text message

» The remaining 45% using other channels (primarily IVR) The remaining 45% using other channels (primarily IVR) transacted much closer to their due date; volume ramps transacted much closer to their due date; volume ramps up in these channels three days after sendup in these channels three days after send

New customers to electronicNew customers to electronic» To date approximately 1,300 customer have enabled PBT To date approximately 1,300 customer have enabled PBT

notifications and 92% have transacted at least once notifications and 92% have transacted at least once through an electronic channelthrough an electronic channel

» 267 of these customers had no prior electronic 267 of these customers had no prior electronic transaction utilizationtransaction utilization

PBT Notifications and Payments Key PBT Notifications and Payments Key Learning'sLearning's

Summary Summary

In summary NWE has been very happy with the In summary NWE has been very happy with the success of implementing SMS into our payment success of implementing SMS into our payment options. options.

If you are considering implementing SMS I If you are considering implementing SMS I encourage you to get with the vendors today. encourage you to get with the vendors today.