ENGAGING CUSTOMERS IN PAYMENTS AND COLLECTIONS
ABOUT US TALKINGTECH has been delivering flexible, self-service digital communications and payments solutions to some of the world's largest financial services, telecoms, government and utility organisations since 1986. TALKINGTECH WAS RECENTLY BLUE CHIP PCI DSS LEVEL ACQUIRED BY ILLION CLIENTS 1 TALKINGTECH works with over TALKINGTECH has had illion, formally trading as 40 Blue Chip organisations in 8 PCI DSS Level 1 compliance Dun & Bradstreet, is a data and analytics countries. Our clients include since 2011. company. Their software, business models Telefonica UK, EnergyAustralia, and insights provide the infrastructure that Genesis Energy, HSBC and powers the decisions of many sectors and Vodafone. consumers in the ANZ region. www.talkingtech.com
ABOUT ME GRANT ANT DE LEEUW EUW GM UK and Global Sales Manager Joined TALKINGTECH in 2012 Previously worked in telecommunications throughout New Zealand, Australia and the UK
INTRODUCTION Direct Debit isn’t Operator preferences vs Prioritise payment consumer preferences a silver bullet channels that allow the and the need to find the customer to push the balance payment to you www.talkingtech.com
THE ECONOMY The economy is changing and customer preferences are changing with it. People are increasingly While unemployment is More than 4 million opting to work casual and down , the Gig Economy Australians did some part-time hours to pursue and part-time working is freelancing in 2014 business ideas , study and increasing and 2015 to enjoy life! www.talkingtech.com
DIRECT DEBIT Operations in the UK still mandate that consumers must pay by Direct Debit Monthly Direct Debit where the provider PULLS the amount of money doesn’t meet the needs or preferences of cohort www.talkingtech.com
HUMAN ATTENTION IS DWINDLING Research from Microsoft found that the average attention span is down to 8 seconds. 1 8 seconds 6 2 seconds seconds The average human The average human The average attention attention span in 2000 attention span in 2013 span of a goldfish www.talkingtech.com
PASSWORDS = FRICTION Research from 53 per cent of shoppers MasterCard found that on forget crucial passwords average people have to more than once a week. enter passwords eight As a result more than a times a day for ten third of people abandon different online an online purchase accounts or applications they use regularly www.talkingtech.com
SPOTLIGHT ON: O2 While still mandating Direct Debit, Telefonica recognised early the need to remove friction from its bill payment channels to improve the customer experience and reduce the cost to serve. www.talkingtech.com
SPOTLIGHT ON: O2 While still mandating Direct Debit, Telefonica recognised early the need to remove friction from its bill payment channels to improve the customer experience and reduce the cost to serve. www.talkingtech.com
SPOTLIGHT ON: UK MOBILE OPERATOR A UK mobile operator achieved a 29% uplift in payments by replacing a bill notification SMS with a SMS payment solution www.talkingtech.com
SPOTLIGHT ON: O2 “Working with TALKINGTECH has helped O2 to reduce costs and enhance the customer experience”. Matthew Mattock, Collections Strategy Manager, O2 23% of customers 4% more customers 43% of customers Pay by SMS removed from entering collections have collections in three days a registered card Customers with a registered card 7% cost saving are 5 times more likely to pay which is being reinvested to than non registered customers provide more support for customers in financial difficulty www.talkingtech.com
SUMMARY Allow customers to Turn SMS notifications Tokenise customers push $10 a week into opportunity to pay preferred payment or pay balances card type www.talkingtech.com
THANK YOU TALKINGTECH puts your customers firmly at the centre of your payments and collections process. info@talkingtec www.linkedin.com/company/tal www.talkingtech. @TALKINGTECH h.com kingtech com
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