Assess Demand

Customer Preference Assessment – CPA

Did you know that 53% of your customers want electronic invoices?

eBilling is a critical part to any eBusiness strategy, and customer demand for eBilling has increased steadily over the last 3-4 years. Both customers and corporations have realized that self-service eBilling is faster, easier, and more efficient. Recent multi-industry studies highlight some of the key trends driving this large-scale interest:

• 53% of customers would adopt eBilling in the next 6-12 months.
• 71% of large companies desire eBilling from their suppliers.
• 40% believe that eBilling will reduce reconciliation costs and errors.

An Accurate Gauge of Customer Interest

Companies often find it a continuing challenge to understand their customers’ desire for enhanced services. For online billing and self-service applications this challenge is compounded because it requires and understanding of customers’ reconciliation and payables processes. In evaluating online applications companies often grapple with issues such as:

• What is the customer demand for this kind of application?
• How can I translate this demand into something we can objectively measure?
• What issues are my customers facing that I don’t know about, and which are creating customer satisfaction problems?
• What quantifiable business benefits will I realize if my customers use one or more of these services?

What’s needed is a fast, focused program to quickly assess customer demand for online applications.

The AVOLENT Customer Preference Assessment

In response to this need, AVOLENT developed the Customer Preference Assessment (CPA). The Assessment incorporates three years of customer best-practices to answer a range of questions — technology, business process, customer satisfaction, and interest levels — that together accurately gauge customer preferences for acceptance and use of interactive, self-service eBilling and ePayment.

Key Benefits of the CPA

• Accurately gauge customer interest
• Define timing & adoption by customer segment
• Understand drivers for customer demand
• Gain insight into customer processes & pain points
• Prioritize solution features
• Refine business case with real-world data

Are your customers ready for eBilling? The best way to find out is to ask them. Recently completed Customer Preference surveys and findings on eBilling can help you quickly determine:

• Which types of customers prefer to receive and pay bills online.
• Do they want the online capability to receive reprints of bills, obtain spend analysis reports or dispute/adjust payments.
• How do their needs compare to industry trends.
• The best way to take advantage of these customer preferences.

For more information about how a Customer Preference Assessment can help your organization, click here or call 888.652.0864.