Connect and Collect: Strategies for connecting to your constituents in an electronic world

Our Discussion

The Opportunities of Omni-Channel

Mobile and Web Channels

Streamlined Receivables

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Impact of Gen Y

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79 Million Gen Y consumers

First Generation IMMERSED in technology

Use Social Networking to vet decisions

Technology is an expectation, not a benefit

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More than ever, electronic technologies offer you the ability to connect with and collect from your customers.

Constituents expect anytime, anywhere, and any-channel access to your organization

The average organization manages six customer channels

Source: Aberdeen Group, “Next-Generation Customer Experience Management,” March 2013

More Opportunities to Collect

Channel/Capture

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Web

Point of Sale

Mobile

Mobile APP

Text

Social Media

ERP

Receivables Channel

IVR / Automated Phone

CSR / Customer Service

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Mobile Channel

Do you notice the difference?

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Behavior is Changing

2014 2018E

$3.5

$118

U.S. mobile payments(Billion $)

Sources: First Data, Carlisle & Gallagher Consulting Group, Square, Intuit, internal analysis

With SmartPhones being the catalyst

One Billion

smart phones sold in 2013

Nearly

50% of organizations plan

to optimize their mobile

commerce site

Mobile Wallet

* * * *Enter

Password

...choose pay method

...hold close to NFC reader

...data transfers

Mobile wallet

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Apple Pay

of Smart Phone users have enabled a Mobile Wallet application20%

iPhone iTunes account owners are now Apple Pay™ eligible800MApple Pay enabled devices projected in use in U.S. by end of decade

70M

of installed credit card terminals are currently NFC compatibleand yet… 2%

Sources:Apple statistics: www.theverge.com/2014/9/9/6084211/apple-pay-iphone-6-nfc-mobile-payment  Other statistics: www.businessinsider.com/two-in-five-americans-will-use-mobile-wallets-by-2017-2014-1

Mobile Wallets and eWallets use Tokenization

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Tokenization replaces sensitive payment card transaction data in the merchant environment

Mobile APPs

Your existing application

• Your brand• Core services• User support

• Your brand• Core services• User support• Secure payments• Notifications and

offers• Loyalty• Data analytics• Parking• Reporting• Mobile wallet• Biometric

authentication• Reservations• Location services

Your enhanced application

Digital Services Platform

Secure Payments

Safely accept payments

NOTE: Product enhancements and target dates are subject to change without notification

You can offer constituents the ability to:

■ Pay taxes and bills

■ Purchase licenses, permits, and other goods/service

■ Schedule DMV appointments and pre-pay for services

■ Receive personalized and targeted messages

Interact in new ways

Reservations

Schedule appointments and reserve facilities

NOTE: Product enhancements and target dates are subject to change without notification

You can:

■ Accept pre-payment for parking

■ Validate pre-paid parking at a parking facility

■ Accept payment for parking at a parking facility

■ Implement dynamic pricing for special events and off-peak hours

■ Encourage usage with promotions and offers

■ Reward repeat parkers

Parking options

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Web and Mobile Bill Payment

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Electronic Bill Presentment

Detail bill

Electronic invoice delivery

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Mobile Bill Payments

16% of smartphone owners have made

a mobile

bill payment

Half of all e-bills

were delivered via abiller website or mobile app

Sources: First Data, Carlisle & Gallagher Consulting Group, Square, Intuit, internal analysis

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Invoice to Cash

EBPP can reduce DSO– Mail float can be eliminated

– Next business day settlement

– Facilitates automated matching

postmatchdepositbilldeliverorder

order to cash

days sales outstanding

receivables: average sales/day

accounts receivable

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A multi-channel delivery does not have to result in an inefficient A/R process.

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OMNI-PLATFORM

Channel/Capture

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Web

POS

Mobile

APP

Text

Social Media

ERP

OMNI-PLATFORM

IVR

CSR

- Real Time Posting/Reporting

- Consolidating the Receivables funnel

- Fewer platforms = Increased Efficiency

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Common goals…

Reduce cost, complexity

and risk

POS Web

IVR Mobile

ERP MOTO

Single integration for multiple

channels

Consolidated reporting

Data Security

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Point-to-Point encryptionCard present transactions

Includes tokenization

Terminals and Point of sale Merchant

TokenizationCard not present transactions

Card number: 3456 7890 1112 1314

Tokenized Number: 0176 2190 3475 1314

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Thank you