Interview with TRUEnergy about BPAY View Implementation
“No hesitation with implementation”
Interview conducted February 2005.
Having recently welcomed TRUenergy to the growing number of organisations going live with BPAY View, we thought we’d take the opportunity to share with you their experience in implementing the service.
Continually looking to understand and meet the evolving needs of their customers,
TRUenergy conducts regular research into its customers’ preferences
and behaviour.
When it came to bill payment and presentment channels the customer message was straightforward and clear, according to Lisa Carle, Residential Marketing Manager for TRUenergy.
“Our research clearly told us our customers valued, above all, flexibility and convenience when it came to the delivery and payment of bills,” she said.
With this knowledge, the process of investigating the merits of each available electronic bill presentment product began. And after careful review of the various options, it was evident BPAY View fulfilled all key criteria and came out on top.
BPAY, TRUenergy and the Commonwealth Bank (TRUenergy’s financial institution) then worked together to develop a business case for BPAY View, the result of which left no doubt about the decision to go ahead with BPAY View.
Once the decision to proceed with BPAY View was reached, the actual implementation of the system itself was relatively simple and seamless.
Facilitated through BPAY View Service Provider, HPA, it took just over two months until the first bill was delivered through the service.
“The implementation process was excellent - one of the best projects I’ve ever been involved with,” said Lisa.
“Sometimes having multiple outside parties involved in a project is a hindrance more than anything else. But we all worked together extremely well on this project and the process was very smooth, from start to finish.”
And how have TRUenergy customers taken to BPAY View in the first couple of months or so?”
“We’re signing on approximately 100 customers to receive their bills electronically through BPAY View every day. This is remarkable given we haven’t even begun to actively promote it yet,” Lisa said.
