Customer Enrollment: The Gateway to Electronic Billing Benefits

1. Customer Enrollment: The Gateway to Electronic Billing Benefits Utility Payment Conference

2. Agenda What is the ePayer Landscape? Who are Relationship Builders and why are they important? What does my enrollment solution need to offer? How can I get more Relationship Builders to enroll?

3. The ePayer Landscape Steps to ePayer success: Recognize the distinct types of ePayers. Ensure your strategy meets the make-up of your unique landscape. Integrate so you can grow and evolve with your bill payers.

4. Who are Relationship Builders? Electronic bill presentment customers are 35% more likely to pay their bills on time. - Aspen Marketing Services, 2009 Households with recurring payments have lower delinquency rates. - ORCC survey of 1000 billers • Relationship Builders… • Pay bills on time • Desire an interactive experience • Conduct most business online • Develop deeper relationships • Can be the most profitable

5. Relationship Builders are Consistent They tend to pay at the same time each month, often by automatic bank account deduction and in advance of their due date, which increases your cash flow and lowers its risk Source: Aite Group

6. Relationship Builders can be Eco-Friendly Consumers Switch to Online Statements to Reduce Environmental Impact

7. Households With Recurring Payments Have Lower Delinquency Rates Relationship Builders Have Lower Delinquency Source: Online Resources Survey of 1,000 households

8. Relationship Builders Have Lower Bill Delivery Costs Companies can expect to save 37 – 45% when bills are delivered electronically Source: ESP Consulting, Javelin Strategy & Research

9. What Does my Enrollment Solution Need to Offer? • Consumer Concerns • Record Keeping • Notification when a bill is due/paid • Control of options • Security • Wants and Needs: • More features, capabilities • Interactive experience • Choices, control

10. Maximizing Adoption Turning Paper Payers into Electronic Payers Get Control by Giving Control Target Convenience Payers Provide incentives Educate about options Quarterly Marketing Yields Results Targeted Messaging is Key Alleviate security concerns Enhanced record keeping 13 months of payments and bills Notifications when bill is due / paid Control of payment method and timing Incentives

11. Measured Effects of Consumer Marketing Recent Results of Implementing Best Practices Multi Channel Marketing 7% Electronic Payment Growth Utility implemented a multi channel marketing campaign 1 Year results Focused on consistent payers Encouraged paper turn off (for electronic billing) 20% Electronic Payment & 15% Paper Turn off Focus on email presentment & payment 1 year results Encouraged paper turn off

12. Summary Relationship Builders are low-cost, high value customers Enrollment solutions need to offer the choices and control that Relationship Builders demand Targeted marketing performed regularly is most effective Consider the value of integration with other customer channels

13. Questions? Thank You! Bill Kinnelly SVP - Marketing, Product, & Performance Management Online Resources Corporation Tel: 609-606-3117 Email: bkinnelly@orcc.com