{"id":10708,"date":"2020-12-10T15:26:49","date_gmt":"2020-12-10T23:26:49","guid":{"rendered":"https:\/\/fssi-ca.com\/staging\/?p=10708"},"modified":"2022-01-06T14:41:24","modified_gmt":"2022-01-06T22:41:24","slug":"improve-customer-engagement-with-strategically-designed-utility-bills","status":"publish","type":"post","link":"https:\/\/www.fssi-ca.com\/staging\/improve-customer-engagement-with-strategically-designed-utility-bills\/","title":{"rendered":"Improve Customer Engagement with Strategically-Designed Utility Bills"},"content":{"rendered":"\n<p>Gas, electric, water, cable, waste management and more \u2013 almost every resident uses these utilities and subsequently needs to pay their bills. These utility bills or statements provide a unique opportunity to communicate with this dedicated audience, from providing payment due and account information to including important announcements and relevant offers.<\/p>\n\n\n\n<p>As a utility service provider, you should think of these documents \u2013 printed or electronic \u2013 as blank canvasses or a way to communicate exactly what you want. So, <em>what message do you want to convey?<\/em> <em>How can you best maximize the effectiveness of your utility bills? <\/em>By partnering with an experienced document outsourcing specialist, you can maximize the on-page experience with strategic communication strategies, leading to increased customer satisfaction \u2013 and improving your own bottom line. Here\u2019s how\u2026<\/p>\n\n\n\n<hr class=\"wp-block-separator\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">Transactional and Marketing Communications for Utility Bills<\/h2>\n\n\n\n<p>Let\u2019s start with marketing communications. According to the 2019 InfoTrends Customer Communications Management survey,&nbsp;<em>customers are receptive to marketing messages included with a bill or statement \u2013 over all other channels \u2013 due to \u201ctrust,\u201d \u201crelevancy\u201d and perceived \u201cimportance\u201d of messages.<\/em> When you create your monthly statements, you have an opportunity to tailor the experience based on the customer \u2013 and promote additional services, programs, news and announcements. The message can vary by customer based on what\u2019s relevant to that individual (using a savvy process called variable data printing).<\/p>\n\n\n\n<p>Plus, utility bills and statements have a longer shelf life \u2013 meaning people keep them longer and refer to them multiple times. So, why include marketing messages on your <a href=\"\/industries\/utilities\/\">utility bills<\/a> or statements? (Remember, you have a dedicated audience.)<\/p>\n\n\n\n<hr class=\"wp-block-separator\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">Benefits of Adding Marketing Messages to Utility Bills or Statements<\/h2>\n\n\n\n<ol class=\"wp-block-list\"><li><em>Built-In trust factor<\/em><\/li><li><em>Keep documents longer<\/em><\/li><li><em>Repeated Viewing<\/em><\/li><li><em>It&#8217;s a two-fer \u2013 transactional and marketing info in one place<\/em><\/li><li><em>Trackability with QR codes and PURLs<\/em><\/li><\/ol>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-medium\"><img decoding=\"async\" src=\"https:\/\/fssi-ca.com\/staging\/wp-content\/uploads\/Optimizing-your-Utility-Bill-For-Your-Customers-600x794.png\" alt=\"Utility Bill Redesign Strategies Infographic\" class=\"wp-image-10712\"\/><\/figure><\/div>\n\n\n\n<hr class=\"wp-block-separator\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">How to Maximize the Document Experience for Your Utility Customers?<\/h2>\n\n\n\n<p>Whether it\u2019s a cleaner layout or effectively managing the whitespace on a utility invoice, there are ways to create an inviting design to achieve your communication goals. Combining the experience of a <a href=\"\/solutions\/\">document outsourcing provider <\/a>with your objectives can result in optimized customer communications. The color, graphics and layout can all work together to create the \u201coomph\u201d that resonates with your utility customers (i.e. finding the information they need quickly, providing a multichannel experience, including a clear-cut call-to-action, etc.).<\/p>\n\n\n\n<hr class=\"wp-block-separator\"\/>\n\n\n\n<h3 class=\"wp-block-heading\">Here are steps you can take to create an optimized on-page user experience: &nbsp;<\/h3>\n\n\n\n<ol class=\"wp-block-list\"><li><strong>Concise Branding<\/strong> \u2013 The first thing customers notice is a company\u2019s brand. It\u2019s the recognizable logo, company colors and messaging that work together to create that trust factor. Whether it\u2019s a printed or electronic statement, you can reinforce this trust with cohesive, consistent branding \u2013 providing the same experience across all channels. <\/li><li><strong>Strategic Layout<\/strong> \u2013 The overall document layout controls the user experience, guiding the customer through the page in a specific manner. With a strategy in place, you can optimize the path, from account details to amount due and payment details.&nbsp; &nbsp;&nbsp;&nbsp;<\/li><li><strong>Color Highlight<\/strong> \u2013 Make the important elements on your utility bill stand out with strategic color usage. By using color to highlight the amount due, call to action or marketing messages, the information will jump off the page and draw the reader\u2019s eye to the most important elements.&nbsp;&nbsp;&nbsp;<\/li><li><strong>Personalized Messages<\/strong> \u2013 As previously mentioned, you can add selective messaging targeted to a specific customer. Tailor what you want to say to a dedicated audience with messages that are relevant, timely and highly visible.<\/li><li><strong>Data-Driven Graphics <\/strong>\u2013 Like personalized messages, you can add targeted graphics based on your customers, with images that resonate with them, such as those based on a geographical location or type of demographic. The graphics will complement your layout and messaging and enhance the personalized feel.&nbsp;&nbsp;&nbsp;<\/li><li><strong>Clear CTA<\/strong> \u2013 Adding a clear-cut <a href=\"\/call-to-action-examples-and-best-practices-that-convert\/\">call-to-action<\/a> lets your customers know what action to take, such as how to make a payment or access more information. There is no confusion. By going further and using a QR code or personalized URL (PURL) you can include quick and easy actions, with a trackable way to measure this customer activity \u2013 and add a multichannel experience with multiple touchpoints.&nbsp; &nbsp;<\/li><\/ol>\n\n\n\n<hr class=\"wp-block-separator\"\/>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-medium is-resized\"><img decoding=\"async\" src=\"https:\/\/fssi-ca.com\/staging\/wp-content\/uploads\/Specialized-Communications-Strategies-1-600x1640.png\" alt=\"Utility Bill Design Benefits Graphic\" class=\"wp-image-10711\" height=\"1540\"\/><\/figure><\/div>\n\n\n\n<hr class=\"wp-block-separator\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">Top Benefits of Specialized Communication Strategies<\/h2>\n\n\n\n<p>With the strategically placed, on-page elements in place, you\u2019ll offer an enhanced customer experience \u2013 from highlighting important information to providing actionable steps. Utilizing these communication strategies will offer an elevated customer journey \u2013 leading to company advantages that include:&nbsp;<\/p>\n\n\n\n<ol class=\"wp-block-list\"><li><strong>Faster Remittance<\/strong> \u2013 When customers can easily locate the amount due and payment method \u2013 the main purpose of a utility bill or statement \u2013 they will be more likely to submit payments more quickly, creating a steady revenue cycle. &nbsp;<\/li><li><strong>Increased Customer Satisfaction<\/strong> \u2013 A seamless payment experience combined with easy access to account information will lead to happier, loyal customers. The targeted messaging and graphics will also create a personalized, enjoyable customer journey \u2013 enhancing overall satisfaction. &nbsp;&nbsp;&nbsp;&nbsp;<\/li><li><strong>Less Call Center Inquiries <\/strong>\u2013Your customers will be less likely to call customer service or make inquiries when their questions are answered in a user-friendly utility bill or statement (e.g. how to make a payment, how much is due, etc.).When they can find everything at their fingertips, they will have access to all of the necessary resources to complete these actions.<\/li><li><strong>Higher Opt-In Rates <\/strong>\u2013Do you have special initiatives or programs? By targeting specific customers with information that is applicable to them, you will see higher opt-in rates and levels of interest by offering personalized information. &nbsp;<\/li><li><strong>More Informed Customers<\/strong> \u2013 Use your bills and statements to keep your customer base informed and in the know. Remember that available whitespace on your documents? You can add newsworthy information, helpful tips and even statistics to inform customers on important and relevant information.&nbsp;<\/li><\/ol>\n\n\n\n<hr class=\"wp-block-separator\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">Take Utility Customer Engagement Even Further<\/h2>\n\n\n\n<p>Well-thought-out and strategically <a href=\"\/capabilities\/document-redesign\/\">redesigned utility bills<\/a> are just the beginning. You can further enhance your communications strategy by electronically presenting your statements and account information; providing email or text notifications when a payment is due or a statement is ready; and integrating convenient online bill pay with electronic statements. The benefits of an end-to-end ePresentment strategy can further elevate the customer experience by taking it all online for added convenience and flexibility \u2013 a big benefit in today\u2019s digital world. &nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Build Your Brand and Increase Customer Satisfaction with a Document Outsourcing Partner!<\/h3>\n\n\n\n<p>Your monthly utility bills and statements offer a wealth of opportunities to engage with your customers. Instead of including \u201cjust the basics,\u201d you can create a customer-building tool that elevates your brand \u2013 from an inviting layout to easy-to-find information and actionable offers. Say goodbye to a one-size-fits-all approach. You can tailor your utility bill communications strategy to fit your customers \u2013 with personalization and whitespace management that gets noticed.<\/p>\n\n\n\n<p>Call 714.436.3300 to find out how you can improve collections and better interact with your customers \u2013 starting with highly effective utility bills and statements.<\/p>\n\n\n\n<hr class=\"wp-block-separator\"\/>\n\n\n\n<figure class=\"wp-block-image size-full\"><a href=\"\/contact\/\"><img loading=\"lazy\" decoding=\"async\" width=\"800\" height=\"273\" src=\"https:\/\/fssi-ca.com\/staging\/wp-content\/uploads\/CTA-Button-Logo-Placement-800x273.png\" alt=\"Contact Us Button\" class=\"wp-image-13057\" srcset=\"https:\/\/www.fssi-ca.com\/staging\/wp-content\/uploads\/CTA-Button-Logo-Placement-800x273.png 800w, https:\/\/www.fssi-ca.com\/staging\/wp-content\/uploads\/CTA-Button-Logo-Placement-800x273-400x137.png 400w, https:\/\/www.fssi-ca.com\/staging\/wp-content\/uploads\/CTA-Button-Logo-Placement-800x273-768x262.png 768w, https:\/\/www.fssi-ca.com\/staging\/wp-content\/uploads\/CTA-Button-Logo-Placement-800x273-600x205.png 600w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/><\/a><\/figure>\n","protected":false},"excerpt":{"rendered":"<p>Utility companies have limited customer touchpoints. Integrating marketing into your transactional documents is a great way to get more value out of monthly billing statements.<\/p>\n","protected":false},"author":5,"featured_media":16413,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[60,30,40,67],"tags":[59,50,51,41],"class_list":["post-10708","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-billing-and-payments","category-business-process-improvement","category-document-design","category-marketing-strategies","tag-billing","tag-customer-communications","tag-customer-experience","tag-document-design"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Utility Bill Design Strategies for Better Customer Engagement<\/title>\n<meta name=\"description\" content=\"Get the most out of limited customer touchpoints in the utility industry. 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