Anticipating Customer Expectations For Online Payments

ATLANTA, GA – August 5, 2016

For years, pundits and prognosticators have predicted the end of times for checks and cash in consumer transactions. However, the reality has been that checks and cash, while declining in use, are still hanging on at the register with checks even in use for some online transactions. Recently, the restaurant industry has started to lead what may be a transition to a cashless society.

According to a July 30th New York Times article, salad chain Sweetgreen, recently stopped accepting cash at several of its 48 restaurants. The chain, which had seen a decrease of cash transactions from 40% to less than 10% over the past 9 years, braced for pushback to this new tactic. However, the result is that “barely anyone noticed” the change, and there was no social media backlash or reduction in patronage. As more companies move to transition their billing and invoicing processes to digital delivery and online payment processing, consumers have demonstrated that they are embracing digital payment options. While Sweetgreen’s avoidance of cash or Starbucks use of mobile apps for payments doesn’t signal a watershed moment in a move to a cashless society, it is indicative of consumer comfort levels and the increased willingness of consumers to move towards a more frictionless experience. This is very important in the real of B2C billing and payment processing, as customers increasingly draw their reference points and expectations from their interactions in other settings.

As businesses (billers in particular) look to address the growing demand for online customer interactions, customer experience management, coupled with the ability of businesses to understand and meet customer expectations, should be the driving forces as businesses transform the way they interact with their customers. Businesses must improve their technological capabilities and business processes in order to achieve this lofty goal, but in many cases they aren’t equipped to make this transition. Businesses should decide whether or not they want to take on the challenge of developing and hosting these capabilities (instead of focusing on their core competencies) or work with Hosted Managed Services providers who can help navigate the complex waters of communicating with their customers in the rapidly evolving world of Customer Communications Management.

About DataOceans

DataOceans offers hosted customer communications management solutions that help companies across multiple industries improve existing customer communications, including billing and invoicing for print, portal, tablet and phone deliveries.  These newly transformed customer communications can be implemented in 90-120 days without significant involvement of client IT resources and offer interactive experiences, personalization, and highly-targeted ads with a focus on increasing revenue and decreasing costs.

Visit www.DataOceans.com for more information about the company and its products.

DataOceans featured in Madison Advisors CCM Hosted Managed Service Study

Glass corridor in modern office centre

DataOceans featured in Madison Advisors CCM Hosted Managed Service Study

ATLANTA, GA – October 29, 2015 Madison Advisors released an update to its 2013 study on Customer Communications Management (CCM) cloud providers. Madison Advisors examines the benefits of leveraging a Hosted Managed Service (HMS) offering to streamline customer communications operations and achieve the ROI and strategic outcomes that companies seek. The study profiles DataOceans as one of three leaders in the CCM space, highlights the challenges that internal IT and Operations organizations face, and offers suggestions on how a hosted delivery model for CCM can improve operational efficiency and success. The study also examines which companies and industries would benefit from leveraging a CCM HMS approach.

Madison Advisors highlights seven “Essential Components of CCM HMS” that are necessary “to manage the complete end-to-end customer communications lifecycle” while also examining the evolution of CCM as a Hosted Managed Service and future trends. To read Madison Advisors’ press release, click here. For more information about the report, please contact info@dataoceans.com.

“Madison Advisors has re-defined the landscape for CCM as a Hosted Managed Service in this new paper,” says Randy Beals, Chief Revenue Officer of DataOceans. “DataOceans is proud to be featured as a leader in this space, and we look forward to helping new and existing clients to understand and execute on this service model and provide a better link between our clients and their customers.”

About DataOceans

DataOceans offers customer communications management solutions, delivered as a managed service, that help companies across multiple industries improve existing customer communications, including billing and invoicing, for print, portal, tablet and phone deliveries.  These newly transformed customer communications can be implemented in as little as 90 -120 days without significant involvement of client IT resources and offer interactive experiences, personalization, highly-targeted ads with a focus on increasing revenue, decreasing costs, and improving customer experience and retention.

About Madison Advisors

Madison Advisors is built on honesty and integrity. With over 1000 engagements, over the past 10 years, Madison Advisors provides thought leadership, strategic consulting, and market research to clients in the customer communications management (CCM)electronic delivery, and print industries. Madison Advisors’ industry-neutral expertise enables enterprise organizations, service providers, and technology providers to achieve their strategic objectives around customer communications and publishing services.

Visit www.DataOceans.com and www.madison-advisors.com for more information about the companies and their products.

The Road Ahead

BlogPost2

Retail Banking at an Inflection Point

ATLANTA, GA –

The banking industry has undergone more change in the past 5 years than in the past three decades. New competitors and operating models. Increased regulatory burden. And perhaps most importantly, changing consumer expectations and channel behavior.

The cross-currents are significant: where to win, what strategies to use, and how to best realize the future.

We surveyed industry leaders to gain their perspective on the challenges ahead. Their insight has been combined with those of our management team to provide this point of view on how to win in the new environment:

  • Transforming distribution
  • Improving customer revenue
  • Attracting the digital customer
  • Simplifying business models

PDF Article Here – http://files.ctctcdn.com/78a54708001/964da8ea-96b3-4381-a94e-631853e252c4.pdf

Launch Your Business toward Success

Entrepreneurship is an admirable endeavor, one that is open to anyone with an idea. The bad news, however, is that the pathway to success is a razor-thin line. If you try to undercut your competition too drastically or restrict quality for quantity, you may end up bankrupt before you even begin. Despite this, it is important to remember that success is possible with the right attitude and tools. The following is a short list of products that are often overlooked, but are exceptionally helpful in keeping your budding business on track.

 

Procure the Proper Licenses

Depending on what it is you intend to sell, you may need more than just a business license. Restaurants, real estate agents, and liquor stores each need separate documentation to vend their wares, for example. Having all of the right credentials shows your customers that you are fully trained and capable to assist them in whatever it is you are offering. Most states also require that these documents be displayed for the public to see.

Stay Digital

Running a business is a lot of paperwork, so the best thing to do is take the paper out of it. Set aside a portion of your start-up funds to purchase a decent organizational computer, complete with point of sales system and invoice software. Seeing as every other major company will expect you to take credit cards and make electronic transactions, this cannot be overlooked.

Know a Decent Lawyer

Aside from the fulfillment that comes with running a successful business, there are other things that should be on your mind. The business is an entity that you have to protect, and that others may try to harm. Robbery, vandalism, and other such problems may lead you to taking legal action. Unfortunately, business litigation is very different than other types of law and will require a specialized lawyer.

Customer Satisfaction and the Banking Industry

It’s a tough time to be a banker or credit card company in this country.  When Gallup did a poll on American opinions about the 25 biggest industries in the country, banking was the third least beloved industry in the survey.  There could be an array of reasons why Americans are dissatisfied with banks, but there are some ways you can ensure that your customers stay happy and stay loyal.

Improved banking statements, effective invoice software, and a different approach to customer satisfaction and interaction could be what you need to keep your current account holders and future clients happy with your services.  Take a look at Consumer Complaints Database the Consumer Financial Protection Bureau set up and see some of the complaints people have about some of the nation’s largest banks.    Customers are upset that banks seem to lack consistency with their documents and procedures, they’re unhappy that they aren’t learning about new and helpful services that banks offer, and all of those problems make customers think that banks aren’t being run as efficiently as they should be.

A lot of these problems could be solved by taking a different approach to how your company presents the documents you send your customers.  The American Banker recently did an article on how banks and credit card issuers should be paying more attention to their customer’s usage habits so that they can use them to better the individual customer experience.  If you kept track of how your clients use their accounts, you could use their invoices and account statements to advertise relevant services to them.  Instead of having blank white margins, put an advertisement for refinancing services on the account statement of the client who has an interest fee that could be reduced.  Or put an ad about your new and improved frequent flyer options on the monthly statement of the client who uses their credit card to travel.

Even though a personalized touch can be helpful, you can still utilize extra white space on your documents to communicate with your customers in general.  You can announce upcoming changes to company policy in margins that would usually be left blank, or you could put ads about upcoming services your customers could use.  Your customers will love having a predictable and reliable way to learn about information, and you may even start to notice your customers utilizing services they wouldn’t have otherwise known about.


Share on Facebook
 Share on LinkedIn Share on Twitter Share on Google+ Share on Email
[gravityform id=”6″ name=”Comment on Blog Post”]