AND COLLECTIONS ABOUT US TALKINGTECH has been delivering flexible, - - PowerPoint PPT Presentation

ENGAGING CUSTOMERS IN PAYMENTS AND COLLECTIONS

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.

ABOUT US

TALKINGTECH has had PCI DSS Level 1 compliance since 2011.

PCI DSS LEVEL 1

TALKINGTECH works with over 40 Blue Chip organisations in 8

• countries. Our clients include

Telefonica UK, EnergyAustralia, Genesis Energy, HSBC and Vodafone.

BLUE CHIP CLIENTS TALKINGTECH WAS RECENTLY ACQUIRED BY ILLION

illion, formally trading as Dun & Bradstreet, is a data and analytics

• company. Their software, business models

and insights provide the infrastructure that powers the decisions of many sectors and 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

Operator preferences vs consumer preferences and the need to find the balance Prioritise payment channels that allow the customer to push the payment to you Direct Debit isn’t a silver bullet

www.talkingtech.com

THE ECONOMY

People are increasingly

• pting to work casual and

part-time hours to pursue business ideas, study and to enjoy life! More than 4 million Australians did some freelancing in 2014 and 2015 While unemployment is down, the Gig Economy and part-time working is increasing

The economy is changing and customer preferences are changing with it.

www.talkingtech.com

DIRECT DEBIT

Monthly Direct Debit where the provider PULLS the amount of money doesn’t meet the needs or preferences of cohort

Operations in the UK still mandate that consumers must pay by Direct Debit

www.talkingtech.com

www.talkingtech.com

HUMAN ATTENTION IS DWINDLING

The average human attention span in 2000 The average human attention span in 2013 The average attention span of a goldfish

Research from Microsoft found that the average attention span is down to 8 seconds.

1 2

seconds

8

seconds

6

seconds

PASSWORDS = FRICTION

Research from MasterCard found that on average people have to enter passwords eight times a day for ten different online accounts or applications they use regularly 53 per cent of shoppers forget crucial passwords more than once a week. As a result more than a third of people abandon an online purchase

www.talkingtech.com

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.

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

Customers with a registered card are 5 times more likely to pay than non registered customers

43% of customers entering collections have a registered card

7% cost saving which is being reinvested to provide more support for customers in financial difficulty 23% of customers Pay by SMS 4% more customers removed from collections in three days

SPOTLIGHT ON: O2

“Working with TALKINGTECH has helped O2 to reduce costs and enhance the customer experience”. Matthew Mattock, Collections Strategy Manager, O2

www.talkingtech.com

SUMMARY

Allow customers to push $10 a week

• r pay balances

Turn SMS notifications into opportunity to pay Tokenise customers preferred payment card type

www.talkingtech.com

@TALKINGTECH www.linkedin.com/company/tal kingtech www.talkingtech. com info@talkingtec h.com

THANK YOU

TALKINGTECH puts your customers firmly at the centre of your payments and collections process.