CC WORKSESSION PACKET 10262020 - Laserfiche WebLink

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INNOVATING THE CUSTOMER EXPERIENCE IC CONFIDENTIAL 6 Customer Engagement, Electronic Bill Presentment & Payment • Extensive Customer Portal to view and/or pay bills: o View 24 months of billing and payment history (no registration required) o Store bank account and/or credit card information on the Invoice Cloud secure site for future payments, scheduled payments, or AutoPay o Sign up for AutoPay, schedule a single payment, or create their own ‘budget’ payment schedule with Flex Pay o Payers can view payment history online, even if their payments were made in cash at the window because we synchronize with your CIS. Improves 24/7 customer self- serve options. • Improve communications with payers by offering a comprehensive, automated e-mail communication platform: o Invoice Cloud provides 27 e-mail templates branded as the Biller, each sent to their payers based on certain events. Here are a few examples: ▪ 3 e-mail reminders per bill (crucial for driving e-adoption—online payments and paperless); once a payment is made once, payer will get an e-mail reminder next bill run even if not signed up for paperless. • Email and SMS Text Messaging Reminders available • OneClickPay – Registered users can go directly to their shopping cart from email reminders. ▪ Payment confirmation receipt ▪ AutoPay/Scheduled payment reminder ▪ Credit Card expiration notification (if the credit card on file is expiring) ▪ ACH Reject notification • Extensive Web and Mobile payment options—all self-serve between Invoice Cloud and your payers: As of 2017, more than half of all internet users—51.12%—accessed the internet from mobile devices, which is why we designed our online payment portal to be mobile responsive. o Accept payments in any manner - Web, Mobile, IVR, Pay by Text, Over the Counter, Kiosk - through a single source. o ‘One Time Pay’—no registration required and Shopping Cart functionality allowing your customers to pay more than one invoice in a single transaction: this is CRITICAL for driving online payment adoption o View invoice and real time balance from IC email notifications, no log in required o Scheduled Payments – schedule a single payment for a *future* date o AutoPay – recurring monthly payments paid on a date determined by the Biller o Account Linking: pay multiple bills at once for multiple properties, plus manage all accounts through one registration • Mobile Responsive Site Design: o Responsive design provides ‘app-like’ experience without requiring the download of an app. o 40% of Invoice Cloud’s payments are through mobile devices (smartphones and tablets)