connect and collect: strategies for connecting to your constituents in an electronic world
TRANSCRIPT
Connect and Collect: Strategies for connecting to your constituents in an electronic world
Our Discussion
The Opportunities of Omni-Channel
Mobile and Web Channels
Streamlined Receivables
2
Impact of Gen Y
3
79 Million Gen Y consumers
First Generation IMMERSED in technology
Use Social Networking to vet decisions
Technology is an expectation, not a benefit
4
More than ever, electronic technologies offer you the ability to connect with and collect from your customers.
Constituents expect anytime, anywhere, and any-channel access to your organization
The average organization manages six customer channels
Source: Aberdeen Group, “Next-Generation Customer Experience Management,” March 2013
More Opportunities to Collect
Channel/Capture
7
Web
Point of Sale
Mobile
Mobile APP
Text
Social Media
ERP
Receivables Channel
IVR / Automated Phone
CSR / Customer Service
8
Mobile Channel
Do you notice the difference?
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Behavior is Changing
2014 2018E
$3.5
$118
U.S. mobile payments(Billion $)
Sources: First Data, Carlisle & Gallagher Consulting Group, Square, Intuit, internal analysis
With SmartPhones being the catalyst
One Billion
smart phones sold in 2013
Nearly
50% of organizations plan
to optimize their mobile
commerce site
Mobile Wallet
* * * *Enter
Password
...choose pay method
...hold close to NFC reader
...data transfers
Mobile wallet
12
Apple Pay
of Smart Phone users have enabled a Mobile Wallet application20%
iPhone iTunes account owners are now Apple Pay™ eligible800MApple Pay enabled devices projected in use in U.S. by end of decade
70M
of installed credit card terminals are currently NFC compatibleand yet… 2%
Sources:Apple statistics: www.theverge.com/2014/9/9/6084211/apple-pay-iphone-6-nfc-mobile-payment Other statistics: www.businessinsider.com/two-in-five-americans-will-use-mobile-wallets-by-2017-2014-1
Mobile Wallets and eWallets use Tokenization
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Tokenization replaces sensitive payment card transaction data in the merchant environment
Mobile APPs
Your existing application
• Your brand• Core services• User support
• Your brand• Core services• User support• Secure payments• Notifications and
offers• Loyalty• Data analytics• Parking• Reporting• Mobile wallet• Biometric
authentication• Reservations• Location services
Your enhanced application
Digital Services Platform
Secure Payments
Safely accept payments
NOTE: Product enhancements and target dates are subject to change without notification
You can offer constituents the ability to:
■ Pay taxes and bills
■ Purchase licenses, permits, and other goods/service
■ Schedule DMV appointments and pre-pay for services
■ Receive personalized and targeted messages
Interact in new ways
Reservations
Schedule appointments and reserve facilities
NOTE: Product enhancements and target dates are subject to change without notification
You can:
■ Accept pre-payment for parking
■ Validate pre-paid parking at a parking facility
■ Accept payment for parking at a parking facility
■ Implement dynamic pricing for special events and off-peak hours
■ Encourage usage with promotions and offers
■ Reward repeat parkers
Parking options
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Web and Mobile Bill Payment
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Electronic Bill Presentment
Detail bill
Electronic invoice delivery
22
Mobile Bill Payments
16% of smartphone owners have made
a mobile
bill payment
Half of all e-bills
were delivered via abiller website or mobile app
Sources: First Data, Carlisle & Gallagher Consulting Group, Square, Intuit, internal analysis
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Invoice to Cash
EBPP can reduce DSO– Mail float can be eliminated
– Next business day settlement
– Facilitates automated matching
postmatchdepositbilldeliverorder
order to cash
days sales outstanding
receivables: average sales/day
accounts receivable
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A multi-channel delivery does not have to result in an inefficient A/R process.
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OMNI-PLATFORM
Channel/Capture
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Web
POS
Mobile
APP
Text
Social Media
ERP
OMNI-PLATFORM
IVR
CSR
- Real Time Posting/Reporting
- Consolidating the Receivables funnel
- Fewer platforms = Increased Efficiency
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Common goals…
Reduce cost, complexity
and risk
POS Web
IVR Mobile
ERP MOTO
Single integration for multiple
channels
Consolidated reporting
Data Security
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Point-to-Point encryptionCard present transactions
Includes tokenization
Terminals and Point of sale Merchant
TokenizationCard not present transactions
Card number: 3456 7890 1112 1314
Tokenized Number: 0176 2190 3475 1314
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Thank you