In today's changing world, billers must provide billing and payment options across multiple channels - mobile, electronic, paper, phone, customer service - to ensure they meet the needs of their customer base. These multiple channels create challenges when managing billing and payment processing, integrating disparate technologies across channels, keeping track of reporting, and, most important, ensuring a consistent customer experience. Presented at #IFOFusion2014, this discussion outlines best practices and strategies for integrating billing and payments from disparate channels into a seamless customer experience. Key topics include: ● Best practices to manage payment processing across channels (mobile, electronic, and paper). ● Managing disparate technologies, reporting, and the customer experience across payment channels. ● Creating an integrated view of payment channels to better support your customers. Speakers: Tim Schieffer Director of Payment Solutions, CDS Global, Des Moines, Iowa. Twitter: @SchiefferTim Dave Fields, AAP, CTP Product Manager, Payment Solutions, CDS Global, Red Oak, Iowa. Twitter: @DaveFields10

1. Strategies & Benefits of
Integrating Billing and Payment Channels
Tim Schieffer, Director of Product Management – Payment Solutions @SchiefferTim
Dave Fields, Product Manager – Payment Solutions @DaveFields10
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2. economic
environment
employment
price &
competitionstate/local
regulation
data
security

3. BusinessNeeds
TechnologyNeeds
Marketplace/ConsumerNeeds
Biller Challenges
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4. Biller Challenges
Biller Challenges
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5. Biller Challenges
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6. BusinessNeeds
TechnologyNeeds
Marketplace/ConsumerNeeds
Biller Challenges
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7. • Managing the customer experience
• Best practices in managing multiple payment processes
– Traditional paper-based
– Electronic-based
– Mobile-based
• Pain points to avoid
• Reporting considerations
Integrating Billing and Payment Channels
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8. • Information across different methods is consistent and shared
across all systems
• Customer controls their bill-viewing and payment experience
Truly Integrated Billing Solution
Billing delivered to the end customer via
the presentation method they want
AND
the ability to pay bills via the
payment method they want!
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9. Truly Integrated
Billing Solution
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10. Billing file
PRESENTMENT Integrated
Solution Provider
Truly Integrated
Billing Solution
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11. Billing file Remittance file
Integrated
Solution Provider
Truly Integrated
Billing Solution
FUNDS
PAYMENTS
PRESENTMENT
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12. Billing file Remittance file
Truly Integrated
Billing Solution
FUNDS
PAYMENTS
Integrated
Solution Provider
PRESENTMENT Integrated
Solution Provider
#IFOFusion2014

13. BusinessNeeds
TechnologyNeeds
Marketplace/ConsumerNeeds
Truly Integrated Billing Solution
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14. Next Steps
• Evaluate and understand the needs and motivators of
your customers
• Align integrated solution strategy with customer needs
– How would you integrate?
– What are the impacts on the business and end customers?
• Evaluate all options
– Size and scope of the overall effort
• Complete business case/plan and outline key
measurable items
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15. Q&A Session
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16. Dave Fields
Product Manager of Payment Solutions
CDS Global, Inc.
Dfields@cds-global.com
@DaveFields10
Tim Schieffer
Director of Product Management
Payment Solutions
CDS Global, Inc.
tschieffer@cds-global.com
@SchiefferTim
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