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2011 Utility Payment Conference. Mobile (SMS) Update from NorthWestern Energy. Key Points. Decision-Making Process Implementation Process Marketing Campaign Comparison Summary. Benefits. Provides a new, convenient solution to your customers All phone types are supported
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2011 Utility Payment Conference Mobile (SMS) Update from NorthWestern Energy
Key Points Decision-Making Process Implementation Process Marketing Campaign Comparison Summary
Benefits Provides a new, convenient solution to your customers All phone types are supported All major carriers are supported Easy to implement with no capital expenditures Self service enrollment and management Flexible – the customer opts in, can choose whether or not to make a payment and can stop at any time Scalable – can support messages, alerts, reminders
Implementation Process 4 Launched on 7/29/2010 IVR and Internet were modified to include Pay by Text enrollment Product certified with wireless carriers so no 3rd parties were involved in implementation Thoroughly tested with employee enrollments during UAT cycle Added same day online banking payment option Added American Express as a payment type
Pay by Text: Case Study Email with PDF attachment
PBT Notifications and Payments Key Learning's Notifications to Payments • Approximately 58% of enrolled users paid electronically within 10 days of the notification • 23% of notified customers paid via the text within the first 24 hours of notification • Of the people that received a message and paid, 55% of the notified customers that eventually paid through a Speedpay channel paid via the text message • The remaining 45% using other channels (primarily IVR) transacted much closer to their due date; volume ramps up in these channels three days after send New customers to electronic • To date approximately 1,300 customer have enabled PBT notifications and 92% have transacted at least once through an electronic channel • 267 of these customers had no prior electronic transaction utilization
Summary In summary NWE has been very happy with the success of implementing SMS into our payment options. If you are considering implementing SMS I encourage you to get with the vendors today.
