Without a doubt, there are advantages to accepting customer payments anytime, from anywhere. Customers value the ability to make payments at their convenience or at the last minute to avoid late fees.
Sussex Rural Electric Cooperative (SREC) in Sussex, New Jersey, wanted to offer their customers more convenient payment processing options, but did not want to invest in additional technology, staff, or incur additional costs. “Daffron’s Convenience Fee Program with on-line or telephone payments was the right choice for us,” comments Paul Schwarz, Manager of Finance and Administrative Services for SREC. “This offering cut-down on disconnect trips for our staff at no additional cost to our cooperative.”
By using the eBusiness application from Daffron and the convenience fee program from Moneris, payments received on-line or via the telephone (by CSR) are posted real-time to the customer accounts in CIS. Their customers have 24-hour access to on-line payment information. 100% of the payment is applied to the customer’s bill with no charges to SREC. The convenience fee is charged by Moneris and paid by the customer.
Nothing attests to the success of the electronic payment solution better than SREC’s increasing customer adoption rates. This solution is typically used by customers on the disconnect list. “Use of the Credit Card options allows them to pay their full bill and keeps them off of the disconnect list for up to two months,” explains Schwarz.
Shenandoah Valley Electric Cooperative (SVEC) in Mt. Crawford, Virginia, also uses the Convenience Fee program. In addition to the on-line payments, SVEC also offers telephone convenience fee payments through their Interactive Voice Response system from dataVoice International. For SVEC, all Credit Card Payments, whether received through the web or IVR, are posted automatically to the customers’ accounts without any CSR intervention and at no cost to SVEC.