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As with any new system, E-billing and its implementation can lead to some limitations. The majority of these are teething problems and will be smoothed out with time. However before embarking on a move from postal to electronic billing it is important for you to consider the following points.

Implementation

Moving from a traditional system to an electronic billing system is a big change for both your company employees and your clients alike. It is important to train a good selection of employees to use and maintain the e-billing system. These employees will be integral to your electronic billing as they will be able to spend time helping other company members to get used to the system. It is instinctive for human beings to fear change, so a period of adjustment should be expected.

From the perspective of your customers the move to electronic billing may be less alarming. This is predominantly due to its optional nature. For those choosing electronic billing there may be a few initial hurdles. It would however, be convenient for you to encourage your customers to receive their bills electronically. Information sheets to convince customers to move to e-billing might be a good inclusion to their postal invoice.

Customers without Internet Access

It would be naïve to assume that all of your client base will be able to benefit from an e-billing system. Especially for larger companies, a full move to e-billing may not be completely appropriate. A well implemented electronic billing system will encompass clients who desire not to receive their invoices and statements electronically as well as those who do. This is carried out using databases and simply co-running two billing systems for customers receiving bills by post or by e-billing. It is important not to overly encourage people to enter into e-billing, especially elder clients who may not understand technology and the concept of electronic billing.

Information Privacy

The nature of statements and invoices is that they contain personal and sensitive information. For many of your customers the thought of receiving such information via electronic billing will not be pleasing. We know that a statement sent via e-mail or fax is far less likely than a letter to fall into the wrong hands; however, to some people being able to receive, view and store their bank statement makes them feel secure. The increased safety of an e-bill should be stressed to customers; along with details of how to ensure the security of information once in their e-mail inbox. For example, deleting electronic billing messages once they have been read or printed, and having a non-guessable password for an e-mail account.

 

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