Paperless billing and electronic payments are surging worldwide. The electronic billing association, NACHA, conducted a 2011 e-billing benchmarking study. It indicated that many traditional, paper-based billers, including the financial services and telecommunications industries, are seeing paperless billing adoption rates of well over 30%. According to Fiserv’s 2011 Billing Household Survey2, nearly three out of five households paid a bill online in 2011. Despite these promising statistics, utility companies have adoption rates of just 12%; even among those that have made paperless billing a priority.
So why aren’t these numbers higher?