Helping Utility, Telecom, Municipality, and Government Entities Focus on What They Do Best
Expectations and Costs
Like most business to consumer organizations, a fundamental mission for Utility and Telecommunication companies in the U.S. is to meet and exceed customer expectations. This goal produces features and functions like real-time outage reporting, account management, usage monitoring, paperless billing, prepaid electric and phone service, etc. Congruently, smart thermostats, AMI metering, smarter mobile devices, faster Internet, a la carte TV, and the like, are enabling consumers to have more control over the way they consume energy and entertainment. Consumers now have a breadth of options that fit their budget, but still expect companies to expand personal benefits and decrease costs; reinforcing that successful companies deliver perceived benefits that exceed costs.
Perceptions and Bill Pay
“Perception is reality” is a phrase that rings true in the current climate. Companies invest major capital in updating infrastructure to allow more efficient delivery of services and real time information to promote notions of enhancement. Each touch-point with customers must be simple, convenient, and functional to preserve positive perceptions. One of these interactions that is often overlooked, or discounted, is the most basic principal of any business, getting paid, and the fashion in which payments are made. There are countless third party organizations that process web and phone payments, each delivering very similar customer facing processes, but handling data and funds transmittal differently. Similarly, in-person payers are required to fit their schedule to make it to the customer service desk or local grocery store to pay with cash. Often, in the retail environment, the process is cumbersome and human error is inevitable.
Simple, Convenient, and Functional Payments
U.S. Payments (USP) operates the nation’s largest turn-key bill pay kiosk service in addition to Web, App, IVR, and Agent Assisted payments. Each payment channel operates on USP’s patented Transaction Management System (TSM), requiring a single real-time interface with client Customer Information System (CIS). The system balances all transactions to the penny daily and generates daily summaries for all methods. Using each service consolidates reporting and settlement, simplifying the sea of reports and remittance files from multiple payment vendors. In addition to enhanced efficiencies for daily accounting functions, utilizing the full TSM suite amplifies cost savings pertaining to customer payments.
The U.S. Payments Suite
Turn-Key PaySite® Bill Pay Kiosk
USP’s self-service PaySite® payment kiosk is located at more than 1,200 utility offices and retail locations in 45 states. The kiosk processes real-time cash, check, and card payments and is a PCI Level 1 Service. USP manages maintenance, armored pickup, 24×7 monitoring, in-house customer care, client services, payment research, and marketing as a part of the service. Uptime is critical, and USP’s kiosk network uptime is 95%. Additionally, our data center uptime is 99.999%, making the service reliable and readily available.
Phone Payments-IVR and Agent-Assisted
IVR has become somewhat of a commodity, with an array of different options from various vendors, all completing the same task. U.S. Payments IVR system is simple to use, does not require a sign up, and ~80% of all callers stay in the IVR. USP’s in-house call center can assist IVR callers to finish the payment or assist with any kiosk questions. The key benefits to USP’s IVR is the simplicity, speed, security, support, and consolidation of reports and settlement.
Web and App
As technology continues enhancing the convenience of web and app payments, consumer expectations are continually rising considering how app and web payments operate. Similarly, companies are expecting increased functionality and security from their web and app payment vendors. U.S. Payments has multiple solutions to create a seamless and secure experience for clients and their customers. As mobile devices continue Each of USP’s web and app services are PCI Level 1 certified and the various iterations are designed to best meet client preferences. Below are each of USP’s web and/or app offerings:
PaySite Online-Account Based
USP’s PaySite Online is an account based portal where users can store payment methods, various accounts, and make payments using this information. The dashboard is intuitive and easy to use, so customers spend less time navigating and are able to complete a transaction painlessly.
One Time Pay-No Sign In
USP’s One Time Pay option is excellent for users that prefer skipping account creation or quickly make a payment without signing in. This payment workflow can be implemented using an external link, or can be designed to be embedded on your website for a seamless experience. Additionally, this service can be customized to match your brand guidelines and web CSS. One Time Pay is mobile responsive, user friendly, and PCI Level 1 certified.
Embedded Payment Service-Seamless Web Portal
Embedded utilizes iFrame to create a seamless and secure payment portal inside your website or app. Similar to One Time Pay, this portal can be designed to match your brand and creates an experience that seemingly never leaves your site. Embedded can be implemented behind your account login, increasing ease of use for customers who have stored payment methods. The 2-step process is as simple as entering payment information and authorizing the payment.
PaySite App-Launching in 2020
The PaySite app serves both kiosk and app payers. Kiosk users can create an account and store their bills to expedite the experience using the kiosk. Similarly, users wishing to pay in the app have the ability to make an ACH or card transaction using stored payment methods or as a one time payment.
Support
U.S. Payments mission is to provide innovative payment services with integrity. Clients find that our expert staff is prompt, courteous, and dedicated to best serving our clients and customers. Being receptive and responsive to issues and questions is a fundamental characteristic of the company.
Wrapping Up
Taking advantage of U.S. Payments full suite of payment channels eliminates balancing multiple reporting and settlement files from an array of vendors. You receive a consolidated daily report that has kiosk, phone, web, and app transactions represented and the next business day, USP initiates an ACH tying back to that report. Each payment channel touts innovative structure based on client feedback, PCI level 1 service, industry leading uptime, and exceptional client and customer service.
