For the purposes of this argument, the term 'eStatement' refers all documents sent by an organization to its customer base via email in lieu of a paper copy. This includes eBilling in all its variations: eBills, eInvoices, eDocuments, Pay Stubs, Electronic Notifications and Alerts. (Striata provides all of these electronic document solutions.)
We know that most organizations punt the use of electronic documentation, because it saves them money; and contributes towards their corporate social responsibility profile. But what are the benefits to the end user? What are the advantages? And what are the disadvantages?
I recently stumbled across this following post http://www.philforhumanity.com/eStatements.html. The issues raised by the author prompted me to react. The author suggests that eStatements are not a viable option for the end user. This is my response, which obviously suggests otherwise:
Firstly, I think it is important to note that the solution discussed by the author is that of ‘Pull’ eBilling. This means that the eStatement is made available through an online portal. While useful in many different ways, it is not necessarily the most convenient option. The Striata Push eBilling solution delivers the eStatement directly to the end user’s inbox. Our take on this is that this delivery mechanism is far more convenient for the end user. Please read this article on the Striata website: Push vs Pull.
Let’s return to the issue at hand. The advantages of eStatements are great - wouldn’t you say?
1. available instantly
2. accessible from any computer in the world
3. better for the environment
4. saves companies a lot of money
The advantages of Push eBilling differ slightly in that the eStatements are only available from any computer in the world if the end user has a webmail account. Typically this is Gmail, Hotmail, Yahoo, AOL, or something similar. Generally, people who require their information when they are away from their computer will have a method of connecting to their email. This could be through either their mobile device or laptop.
Let’s look at the suggested disadvantages individually:
1. not as private as regular mail
o I disagree with this statement - for both Push and Pull eBilling solutions. For Pull eBilling, one is required to login – usually on a secure site. Push eBilling methodology delivers the encrypted email into the recipient’s inbox. The email, even if undelivered, is rarely compromised prior to reaching the end user’s inbox. However, regular mail is handled manually and thus at risk of being tampered with. My intention is not to be derogatory of anyone in the postal service however, I am merely stating that the potential for misdemeanor is present.
2. email accounts are sometimes locked or lost
o People move. I am still getting mail from the people who lived in my house prior to us. We moved in three years ago. While this is a downside of electronic delivery, it is no different from any other form of communication delivery. Furthermore, with the advent of webmail services, many people have a work email address and another permanent email address. Also, with email, it is easy to tell if the message is not delivered. If that does happen, then an alternate contact method can be used to update the end user’s details.
3. eStatements will eventually expire and thus become inaccessible
o This is obviously a disadvantage of Pull eBilling. However, both Push and Pull solutions give the end user the opportunity to save the document on their local machine. It is a matter of having good filing practices – the same as paper based communications.
4. the lack of not having physical records
o All that is required is to save the documents that you require for future use onto your computer. Furthermore, make sure that you have provided access to the computer to a relevant person. Perhaps even state this in your will. This way (to respond to the author) the information that is relevant to your estate is still available and accessible.
I believe that the end user benefits in the form of convenience. The disadvantages mentioned above are avoided if email deliverability best practices are used by the sender, and improved technical administration by the end user.
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