Two of FirstEnergy’s core values are customer service and positive change. Implementing eBill Easy Activation™ from Fiserv enabled the company to uphold these values while dramatically increasing paperless adoption.
FirstEnergy, a Fiserv client for 15 years, uses CheckFreePay® from Fiserv for walk-in payments and eBill Distribution™ from Fiserv for paperless statements. Understanding FirstEnergy’s paperless goals and customer satisfaction concerns, Fiserv approached FirstEnergy with exploring the use of eBill Easy Activation™, a try-before-you-buy solution that enables customers to pilot e-bills while still receiving paper bills. It’s the first of its kind to apply "tryvertising" best practices from the retail world to the online billing and payment industry.
After the initial implementation that required customers to actively turn off their paper bills at the end of the trial period, FirstEnergy realized an 18 percent increase in conversion to paperless accounts. A second implementation that automatically turned off paper at the end of the trial period resulted in a 67 percent increase in e-bills – all with no complaints from customers.