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Electric & Gas Utility eBill & ePay Approaches

  • Jan 31, 2025
  • 1 min read

  • 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.

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