Posts tagged: electronic billing

Around the World in 50 Billion Customer Communications

Will Morgan
 Jun 26, 2017

Some might call it overkill. We just call it being thorough.

When we set out to interview 50 key stakeholders in the customer communications space, most of our peers thought we were being too ambitious. Well, 60 interviews (and 250+ pages of notes) later, we had managed to gather insight from customer communications service providers and other stakeholders who represented over 50 billion printed, electronic, and mobile communications delivered in 2016.

Highlighted in a press release today to announce its publication, the resulting report, entitled Enterprise Customer Communications—Trends and Strategies from Around the Globe, includes perspective from some of the largest players in the customer communications market, as well as important smaller providers with deep vertical and regional insights.


This 43-page analysis examines in detail the top ten trends driving enterprise expectations and aspirations for customer communications. Here is some insight into three of them:

Read more »

Manilla Levels the Playing Field in Secure Digital Mail Delivery

Matt Swain
 Feb 28, 2011

Manilla, an online account consolidation service, is set to formally launch at DEMO Spring 2011 in Palm Desert, California this morning. If you are not familiar with the event, DEMO is billed as the launch pad for emerging technologies—with notable alumni such as E*TRADE, iRobot, Java, Palm,, Skype, TiVo, and WebEx.

Manilla, backed by Hearst Corporation, will start providing closed beta access today. Manilla’s CEO, George Kliavkoff, walked me through the service last week and explained that it is designed to simplify consumers’ account management through support of four account categories—finance, household/bills, magazine subscriptions, and travel reward programs. One valuable differentiator for Manilla is that users can access all of their accounts immediately, regardless of whether or not Manilla has established a partnership with the biller or magazine subscription provider. This way, Manilla can build its partnerships in the background while still delivering a fully functional service to its users. Premier relationships announced with this release include Citi Cards and Comcast. Here is an example of what the homepage looks like: Read more »

How to Lose a Guy in 10 eStatements

Matt Swain
 Jul 8, 2010

After succumbing to the marketing pleas of one major bank, I moved exclusively to electronic bill presentment and payment. It was the first credit card statement for which I “turned off” paper and I was curious to see how I would like it. For this bank, moving me to electronic presentment may have resulted in short-term cost savings; however, there was a hidden cost that they may not have considered – the loss of a customer.

Last night, I received an email from this particular bank notifying me that my credit card statement was available online. When I went into the account, I was surprised to find a late fee and interest fee for a missed payment. 

Apparently, the chain had broken somewhere in this billing cycle. I immediately thought that I had missed the email reminder, but it turns out that the reminder never came. I sorted my email Inbox by related emails and it showed the following: Read more »

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