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Many institutions have implemented mobile banking merely as an extension of their online channel. In fact, customers must be enrolled in online banking before they can even gain access to the mobile channel. This approach overlooks an important segment of the banking public: The estimated 55 million non-online-banking households in the U.S. Results in this new research paper suggest that financial institutions should pay more attention to this non-online-banking consumer segment as a potential target audience for their mobile banking services.
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Aspen Marketing Services, in partnership with Qwest Communications and Fiserv, performed a comprehensive analytic study to explore the isolated impact that bill presentment and bill payment have on customer loyalty and profitability from the Biller’s perspective. This analytic study resulted in two key conclusions that have an impact on all billers’ overall strategy: 1) Bill Presentment and Bill Payment are both very important and highly strategic factors, outside of just the “cost to serve” that they represent ; and 2) Customers can and should be strategically guided towards the optimal bill presentment and bill payment option based on a comprehensive marketing and operations strategy.
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In the current economic downturn, it is more important than ever to adopt an enterprise-wide mobile financial services strategy that will provide a significant return on investment, while enhancing the banking experience of your customers and reducing channel costs. This new e-banking white paper makes the business case for adopting an enterprise-wide mobile financial strategy focused on enhancing the banking experience of customers, reducing channel costs and securing a significant return on investment from mobile financial services.
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Aspen Marketing Services, working with CheckFree, now part of Fiserv, and a top 10 financial institution, performed a comprehensive analysis of offline and online banking customers to understand how online bill usage impacts both profitability and customer churn. They found households that use online bill pay are up to 271 percent more profitable and 76 percent less likely to churn than households that do not. They also found that new online bill payers show a dramatic increase in profitability after adoption, delivering 15-20 percent more profit after adopting bill pay. Further, they discovered that bill pay data is a unique and incremental source of data that can be leveraged to predict a range of important outcomes, including churn, cross sell and future profitability. This paper demonstrates that, rather than just being a simple cost center, online bill pay can be a valuable tool to drive profit, reduce churn and predict future customer behavior.
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The significant amount of change underway in the payments industry is causing financial institutions of all sizes to periodically reassess the effectiveness of their strategies and organizational structures in response to evolving market dynamics. This paper details how an increased focus on the Payments Product Management function can benefit organizations that previously did not require such a high degree of this specialized expertise.
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To make the payments business more profitable, financial institutions must first look at ways to reduce or eliminate cost. Find out in this white paper how outsourcing your ACH payments processing can free up resources, eliminate costs and allow you to do more with less.
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Managing payment channels in separate silos on disparate technology platforms causes redundant work and expense. This paper discusses how implementing a convergent payments system to handle all payment types can dramatically reduce payment processing costs and offer financial institutions new payment services to corporate customers.
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Forward-looking shared services, having reduced transactional cost by way of gains in operational efficiency, are now looking for ways to leverage the organizational restructuring and enhanced technology platforms developed as part of the shared services movement. This paper discusses how to leverage technologies for reconciliation in a shared services model in order to meet these challenges through exception management processing, account certification, and enhanced reporting and analysis of key performance metrics.
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