Improving Your Customer Bill Payment Experience, Without the Complexity

Benchmark Your Current Billing Experience

Our white paper, The Power of Digital Payment Communications, defines the billing 'gold standard' based on customer research that showed consumers want convenience and ease with simple, login-free payments. They want flexible payment options with modern payment methods and payment plan options when relevant. They expect the experience to be mobile-optimised and they want actionable reminders with proactive, clear SMS and email notifications that enable immediate action.

Poor billing experiences lead directly to higher costs, lower and slower payment collection, and customer churn. We've created this toolkit to help billing and operations teams build a roadmap to having a gold standard bill payment experience. 

The first step is to assess your current experience. Our Billing Experience Maturity Model helps you understand where your experience currently sits across four distinct stages:

• Reactive: Manual, fragmented billing with limited customer engagement.
• Tactical: Partial automation and basic communication improvements, yet inconsistent experiences.
• Integrated: Coordinated, consistent billing journeys that leverage data and multiple communication channels effectively.
• Proactive: Fully optimised, seamless, real-time billing interactions that anticipate and meet customer expectations at every touchpoint.

Once you've assessed your current state, using the other templates in the toolkit you can identify what's required to achieve (and maintain) the gold standard and build a roadmap for immediate and longer term actions. 

Our Modern Billing, Better Outcomes Toolkit helps your organisation understand where your billing experience stands today, remove friction in your billing journey, create proactive, data-driven reminders that improve payment rates, and better manage overdue accounts effectively while preserving customer relationships.

There are four actionable, workshop-ready templates proven to help teams streamline billing operations and improve collection rates.