Gartner Research

Use Electronic Bill Presentment and Payment to Strengthen Utility Customer Relationships

Published: 07 March 2014

ID: G00258402

Analyst(s): Chet Geschickter, Zarko Sumic

Summary

Options for utility CIOs for electronic bill presentment and payment (EBPP) range from tactical outsourcing to making EBPP a core component of strategic customer engagement technology architecture.

Table Of Contents
  • Impacts

Analysis

Impacts and Recommendations

  • Regulatory requirements and customer expectations for convenience make a limited approach to EBPP acceptable for utilities focused on meeting minimum expectations
  • The availability of more-comprehensive EBPP solutions provides utility CIOs options to reduce the cost of customer service
  • The central role billing plays in customer interaction makes EBPP a valuable feature for utilities focused on increasing customer engagement

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