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  1. WindowPayn Consulting, LLCContact: Reducing the time and cost of getting Paid!<br /> 2. Reducing time and cost of getting paid!<br />What we do<br…
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  • 1. WindowPayn Consulting, LLCContact: Reducing the time and cost of getting Paid!<br />
  • 2. Reducing time and cost of getting paid!<br />What we do<br />Background<br />Reducing time and cost of getting paid<br />Customer Contact<br />Payment Process<br />Opportunities for Savings<br />Demonstration<br />Cost Perspective<br />Billing<br />Payment<br />Conclusion<br />
  • 3. WindowPayn Consulting - Overview<br />What we do?<br /><ul><li>Customer Contact Business Process Consulting
  • 4. Clients challenged to strengthen their customer contacts/relationships call on us to:</li></ul>WindowPayn Consulting - Customer Contact Expertise<br />Increasing sales force effectiveness<br />Reduce the time and cost of getting paid<br />WindowPayn Consulting - Engagements<br />Seminars, Assessment, Strategic Planning, Tactical Implementation, Coaching<br />“When you start with an honest and diligent effort to determine the truth of your situation, the right decisions often become self-evident.” - Excerpt from Good To Great.<br />WindowPayn Consulting’s disciplined process ensures an honest and diligent effort to make the best decision!<br /><ul><li>Define the environment and decision to be made
  • 5. Identify the important criteria for the process and the result
  • 6. Consider all possible solutions
  • 7. Calculate the consequences of these solutions and the likelihood of satisfying the
  • 8. Choose the best option
  • 9. Release the process through implementation and dissonance resolution</li></li></ul><li>WindowPayn Consulting - Experience<br />More than 15 years, involved in the sales and marketing of information and communication technology solutions.<br />Companies: AT&T, EDS, MCI and SkyTel Wireless<br />Clients: broad spectrum of small, medium and global companies in a variety of industries like Aetna, Mobil/Exxon, Dun & Bradstreet, Gannett, etc.<br />Responsibilities: account executive, industry consultant, sales support manager, branch manager and business development executive, general manager/director – alternate distribution channels<br />Highlights: AT&T Divestiture, systems integration joint venture , MCI rapid growth and business expansion, introduction of one of the original wireless messaging networks<br />An additional 15 years, focused on managing businesses focused on delivering contact, EBPP and receivables management solutions.<br />Companies: National Credit Management Corporation, Accelerated Payment Systems, NCO Group, NCO ePayments, ClearTran, Bank of New York Mellon and WindowPayn Consulting<br />Clients: large billers like lending institutions (MBNA/Bank of America, US Bank, Capital One, and more), utilities (Baltimore Gas and Electric, AEP, LA Department of Water and Power, Consolidated Edison and more), insurance companies (Fireman’s Fund, Bristol West, and more), media, telecommunications/cable companies, and more. <br />Responsibilities: C-level executive management, sales management, merger/acquisitions integration, and business process consulting<br />Highlights: leading one of the first electronic bill payment companies providing ACH and card payment acceptance tools and services pioneering many of the practices used today; receivables/contact management industry consolidation and business integration, and working with a variety of companies to implement sales and EBPP best practices<br />Education – Bachelor’s degree in psychology; Master of Business Administration<br />
  • 10. Billing and Payment – Frequent Contact<br />Phases of a Sale<br />Recognition of needs<br />Evaluation of options<br />Resolution of concerns<br />Purchase<br />Implementation<br />Follow-up/<br />billing and payment contacts<br />By Nature – Confrontational Relationship<br />Source: Rethinking the Sales Force by Neil Rackham and John DeVincentis<br />
  • 11. Billing and Payment Process … more than administration!!<br />More than getting paid!<br />Maximize Customer Reciprocal Value <br />Customer Satisfaction<br />The difference between the value that a customer gets from a product and service, and what it takes for the customer to get it.<br />Client Profitability<br />The price that the business receives from the products/services sold minus the cost of customer acquisition, goods sold and client retention; plus/minus the time value of money.<br />
  • 12. Billing and payment > Intrinsic Value<br /><ul><li>Build value proposition:
  • 13. Intrinsic Value - belonging to a business by its very nature
  • 14. Extrinsic Value - not inherent; not a basic part or quality
  • 15. Billing and payment processes with –
  • 16. Simplicity
  • 17. Security
  • 18. Integrity </li></ul>Principle<br />Structure and Accountability<br />Sales/service organization structure<br />Core competency leverage and supplement<br />Resource responsibility and focus<br />Empowerment <br />People<br />Motivation and Measurement<br />Sales Reporting<br />Performance Management/Development<br />Sales/Marketing Program Effectiveness<br />Channel Effectiveness<br />Purpose<br />Communication<br />Defined mission<br />Two – Way message clarity<br />Target market identification/valuation<br />Contact Programs - Sales/Billing/Payment <br />
  • 19. Billing and payment > Extrinsic Value<br />Build value proposition:<br /><ul><li>Intrinsic Value - belonging to a business by its very nature
  • 20. Extrinsic Value - not inherent; not a basic part or quality</li></ul>Likeability– You are attractive and easy to do business with.<br />Credibility– You know what you are talking about.<br />Dependability – They trust that you will deliver on your promise.<br />
  • 21. The Enterprise Through the Window of Billing and Payments<br />What systems do you have in place today?<br />
  • 22. Benefits of EBPP for the Enterprise<br />Areas of Opportunity:<br />Reduce billing and payment processor costs and where appropriate generate revenue<br />Eliminate labor-intensive functions associated with the collection and processing of payments<br />Automate updating of AR systems delivering key data across the enterprise<br />Strengthening control and consistency of EBBP across the business<br />Accelerating cash flow<br />Enable multiple bill delivery and payment options (web, call center, IVR, mobile, etc.)<br />Leveraging marketing and cross sell opportunities through the billing and payment contacts<br />Facilitating regulatory compliance<br />
  • 23. EBPP Consulting Benefit (Example)<br />Company – <br />10,000 bills/month<br />Average bill =$250<br />Annual Savings – <br />100% of bills mailed out<br /><ul><li>Migrate 50% to email = $52,298</li></ul>20% of payments made to a call center … credit card<br /><ul><li>Migrate 25% of bill/payments to automated recurring ACH = $33,200</li></ul>20% of payments made to a call center … ACH<br /><ul><li>Migrate 25% of calls through IVR = $10,500</li></ul>10% of payments made on a credit card<br /><ul><li>Migrate 25% to pinless debit = $15,200</li></ul>Ensure proper allocation of costs debit vs. credit card<br /><ul><li>25% of payments billed as debit card= $6,400</li></ul>Savings<br />75%<br />
  • 24. EBPP Consulting Benefit (Example)<br />Additional valuable EBPP opportunities<br /><ul><li>Enhanced automating exception/adjustment handling and reconciliation
  • 25. Outbound collection calls to automated voice programs
  • 26. Payment strategies including charging convenience fees
  • 27. And more</li></li></ul><li>ePayment Solutions - Demonstration<br />Demonstration  <br />Online Resources option – Enterprise ePayment Solution<br />Service Overview<br />http://www.orcc.com/products/ebanking/payment_cm/paymtAdvDemo.asp<br />Demonstration<br /> http://demo.princetonecom.com/PaymentAdvantage/<br />Account number - 002-8954675<br />http://demo.princetonecom.com/PaymentAdvantage2008/index.html<br />Focus<br />Payment data entry – phone, web<br />Convenience fee<br />Reporting and administration<br />Multiple divisions<br />PayPal option – very basic solution to get started.<br />Service Overview<br />https://merchant.paypal.com/cgi-bin/marketingweb?cmd=_render-content&content_ID=merchant/wp_standard<br />Biller Services (Beta)<br />Similar to PayPal with email push solution.<br />
  • 28. eMail Bill Costs<br />Apply industry best practices!!<br />
  • 29. ePayment Costs<br />Payment Gateway<br />Installation<br />$0 to $5000<br /># of users/departments<br />Volume<br />Customization<br />Recurring(minimums may apply)<br />$.25 - $.50 per transaction processed<br />Other volume related fees (mailing letters/emails, returns, etc.<br />Processor Fees<br />ACH/Check - $.25<br />Private label debit card - $.25 to $.50<br />Pinless debit – $.75 (if applicable)<br />Visa/Mastercard debit card – 1.60% + $.25 to $.50<br />Visa/Mastercard commercial credit card – 2.25% + $.25 to $.50<br />Visa/Mastercard credit card – 2.40% + $.25 to $.50<br />American Express – 3.25% + $.25 to $.50<br />Apply industry best practices!!<br />Savings<br />89%<br />Cost of a $250 payment : ACH = $.75; Visa/Mastercardcredit card – $7.00<br />
  • 30. Conclusion<br />The EBPP savings seem to be “self-evident”?!?!?!?!?<br />Emailing … 75%!!!!<br />ACH vs. Credit Card …. 89%<br />Why haven’t we done it?<br />Lets get it done!<br />Assess<br />RFP or recommendation<br />Decision<br />Project Management<br />Ensuring results<br />Did not know there were solutions.<br />Too busy doing to be researching.<br />How would we manage the implementation?!?<br />Will Customers really change?<br />
  • 31. The Opportunity is Yours!!<br />We start<br />We wait<br />It Costs You<br />Did not know there were solutions.<br />Too busy doing to be researching.<br />How would we manage the implementation?!?<br />Will Customers really change?<br />Invest in Reciprocal Customer Value, Today!!!<br />
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