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<br />INNOVATING THE CUSTOMER EXPERIENCE IC CONFIDENTIAL 8 <br /> <br /> <br />Customer Notifications <br />With Invoice Cloud, Saint Anthony Village receives not just a payment processing service, but a <br />customer engagement platform. IC increases collection rates through our customer <br />engagement and robust payment methods. According to recent research, the most common <br />reason people miss a payment due date? … ‘I forgot.’ When customers miss a payment, this <br />results in higher expenditures by the Saint Anthony Village, who must then expend follow-up <br />through the collection process. That's why Invoice Cloud is more than a payment web site; we <br />partner with our clients as a customer engagement platform. <br /> <br />Our three-email system combined with scheduled reminders is critical because every <br />customer's budget varies; some pay immediately after receiving a bill, some pay later due to a <br />paycheck, and some pay just before the bill is due. Meanwhile, the original single email <br />notification that most of our competitors send is buried under weeks of other less important <br />messages. When paired with our many ways to pay (e.g., online, through a text message, at <br />CVS), Saint Anthony Village customers know when to pay, wherever is most convenient for <br />them. <br /> <br />There are 4 ways customers can elect to get reminders: <br /> <br />1) Standard e-bill reminders – 3 e-mails will be sent over the course of the <br />payment cycle (2nd and 3rd only if they have not paid or scheduled the payment yet). <br />Customer can enroll through all web based payment channels. <br /> <br />