Fiserv, Inc. (NYSE: FI), a leading global provider of payments and financial technology, is equipping billers with integrated communication capabilities to enhance the customer experience and increase on-time payments while streamlining their own operations.
The new capabilities will allow billers to incorporate call-to-action notifications and alerts into existing workflows to deliver personalized bill payment reminders or messages via email, SMS (text), outbound phone calls, or interactive voice response systems. These notifications and alerts are enabled via an integration of BillMatrix® from Fiserv, a single solution for billing and payments that allows billers to provide choice and convenience while reducing costs and minimizing operational complexities, and Tilli, a multi-channel communication platform provider that enables consumers and organizations to interact effectively throughout the customer journey.
“Billers are seeking effective ways to engage their customers to encourage on-time payments, drive eBill adoption and digital payment usage, and provide proactive communications such as reminders and service updates,” said Jackson McIntosh, Head of Biller Solutions at Fiserv. “Call-to-action notifications and alerts enhance our proven billing and payment capabilities with intuitive, modern, and cost-effective communications that are easily integrated with our clients’ ERP systems.”
Consumers increasingly demand relevant communications that help them manage their financial lives. A Datos Insights survey of U.S. cell phone owners who pay bills, conducted in Q3 2023, found that of those cell phone owners who sometimes make late bill payments due to forgetfulness, 68% would have found a text reminder to pay the bill either extremely valuable or very valuable. The same study also found that among U.S. cell phone owners who received a reminder to pay bills such as mortgages, utilities, auto loans, cable bills, cell phone bills, medical bills or major credit card bills, the majority took action to pay using links in reminder text messages they received.
Washington Gas, a natural gas utility serving Washington, D.C. and the surrounding region, turned to Fiserv and Tilli for an all-in-one platform with easy bill presentment, payment processing and customer engagement. Washington Gas has seen a 140% increase in eBill enrollments and a 20% increase in digital payments since rolling out notifications and alerts.
"Today's consumers expect tailored, effortless experiences that span multiple channels. Recognizing this, businesses are enhancing their ability to connect with customers wherever they are, on any device, ensuring minimal disruptions in business or system operations. Our platform, Nudge, delivers precisely this potent and personalized communication that integrates seamlessly with the most widely used ERPs, CRMs, and other systems of record," said Ali Saberi, Founder & CEO at Tilli. "Through our collaboration with Fiserv, a trusted partner for many billers, we are poised to further enhance customer experiences and significantly improve return rates."