Electric & Gas Utility eBill & ePay Approaches

• Participants shared detailed insights into their efforts to improve customer enrollment, retention, and engagement in electronic billing and payments.

• The conversation covered a broad range of topics, including the integration of new payment methods, handling transaction fees, promotional strategies, and regulatory hurdles.

• Several utilities shared their successes and challenges in increasing eBill adoption rates, integrating payment platforms like Apple Pay and Google Pay, and exploring innovative customer incentives.

• Regulatory constraints, particularly regarding auto-enrollment and fee structures, emerged as key obstacles for some utilities.

• The discussion also revealed shared concerns about rising postage costs and the struggle to convert certain customer segments, especially older populations, to digital billing and payments.