5 Reasons why PDF will be the saviour of eBilling and eInvoicing

For many years we have written about why PDF for email bills is the ideal process for eBilling and eInvoicing alike. The proof is in the adoption statistics - 'push' email billing solutions produce double or triple the adoption of paperless processes when compared to web portals.

A recent article by renowned eInvoicing commentator Friso de Yong; 7 myths and 7 facts about PDF invoices, ended with this question to readers: "... aren't PDF e-invoices a great starting point for (1) massive adoption of e-invoicing and (2) a transition to more efficient forms of e-invoicing?"

A key point of this argument is that the bulk of eInvoicing (including EIPP) will be done between SME's and that they will most likely utilise PDF as the format and email as the transport layer.

 

Why PDF is the perfect format for eBilling and eInvoicing:

1. PDF is the accepted standard for exchanging documents between different parties

A parallel can quickly be drawn in the eBilling space, (readers should reacquaint themselves with the differences between eInvoicing and eBilling).

PDF is the perfect format for bills, statements and other documents that can be dematerialised and delivered over email. It provides the option of password security (see Striata's view on No registration, shared secret usage) that is far superior to "secured with spit", a process that the Post Office still seems to think is a good idea.

2. PDF provides multiple layers for both presentation and data

PDFs can include a data layer or an embedded data file with relative ease - this way, the recipient can extract the data into their accounting system or open it in their favourite tool for editing and manipulation.

PDF technology also allows the embedded data to be extracted from the PDF, combined with user input and then reposted back to a server for processing. This is the same process that facilitates 'One-Click' bill payment directly from within the email or mobile bill, which has also been proven to speed up payments and reduce debtors days.

3. Delivering PDF documents by email helps drive paperless adoption

eBilling adoption rates have long disappointed the supporters of paperless processes. While enthusiasts have registered at eBilling portals, many refuse to turn off their paper safety net. Reasons for this behaviour range from "my accountant needs it" to "I like to have a copy in my filing system". Delivering a PDF document by email allows it to be forwarded immediately and electronically saved and backed up and yes - it can also be printed, if required. This makes the transition to a paperless environment less daunting.

4. Secure PDF processes can facilitate portal registration

Striata is often approached by companies with online portals that are languishing in the mid teens for user adoption. No matter how much marketing the company has applied; where there is a registration process and 'pull' back to a web portal, customer adoption plateaus well short of the anticipated numbers. We've proven time and time again that using a secure PDF process can facilitate portal registration through trusted links.

We do believe that there is a requirement for an online portal, as some customers like to have a history or archive of their documents in one place. In fact, the rise of the consolidator portal is testament to this requirement.

5. eConsent splash pages can streamline the on-boarding process

PDF documents also lend themselves to accepting and storing electronic consent. This is often a key hurdle in the go-paperless process. Multiple layers in the PDF allow the user to be presented with a 'splash' page that requires their consent before viewing the actual document. In this way, the requesting, gaining and storing of the electronic consent is all handled as part of a seamless customer experience, that drives the high adoption rates e-billing managers around the world are battling to achieve.

 

The answer to the question?

So in answer to Friso's question "... aren't PDF e-invoices a great starting point for (1) massive adoption of e-invoicing and (2) a transition to more efficient forms of e-invoicing?"

I say YES! I agree.

Michael Wright
striata.com

Putting out a welcome mat in the digital world

"Hello. Welcome. Good to meet you. I hope you enjoy your time with us." These phrases are regarded as a common courtesy in daily personal interactions, yet they are not carried over into the digital space. In a virtual world, where people are 'meeting' and engaging with brands for the first time, it has become imperative that brands 'set the stage' by initiating an email welcome campaign for new customers. This establishes trust, expectations and communicates important information about the brand.

What happens when a customer signs up for a service or purchases a product from your organisation within an ecommerce environment? In many instances they are sent a proof of order or purchase. When signing up for regular newsletter communications, an online confirmation is also sent, followed by an email requesting that the customer confirm their registration. These transactional notifications serve an important purpose, but cannot replace the value of providing a customer with an orientation on what to expect of future interactions with your company.

An email 'welcome' communication series is vital, as it opens a dialogue with your customers and is an opportune time to gather feedback on their preferences. This can be done through surveys, polls and setting up of online preferences, enabling targeted communications that will keep your customers engaged in the future.

More than just a welcome...

Welcome campaigns should be designed according to the complexity of your service offering. As an example; I recently signed up with a popular rewards program for an international airline. After initiating the relationship, I received a 6 part welcome series. The series was sent to me over a 20 day period with each email addressing a different aspect of the service - thus orienting me one step at a time.

If a customer has registered for a service that includes multiple communication types from your organisation like an eBill, transactional mail, newsletters, special offers etc, inform your customer about these communications and when they can typically expect to receive them.

Failing to address these important areas is a lost opportunity at a time when a customer's engagement with your brand is at a peak – it is now that they are more likely to open and click-through.

 

Basic rules to remember when introducing a welcome campaign to your customer communication lifecycle:

• Use a clear, branded 'from' address
• Demonstrate how to add your 'from' address to the safe sender's list
• Include the word 'welcome' in the subject line
• Get the information needed to personalise the salutation - it's a fact that personalised welcome emails are more effective
• Send your welcome mail as soon after registration / interaction with your company as possible - the more time left between the initial customer contact and the welcome mail, the lower the open and click through rates
• Use this opportunity to engage with your customer through other channels e.g. following company on social media, downloading mobile applications etc

Without a warm welcome and a friendly tour of your home, your new guests may feel lost and not stay very long – in fact, they will probably find the back door and make a quick exit. Don't let the same thing happen to your new customers.

Nicola Els
striata.com

Secured with spit - Post Office insists letters are safer than email

It's not easy being a Post Office nowadays! Globally, postal services are being adversely affected by the changing communication preferences of consumers - the state of the United States Postal Service (USPS) highlights this issue very clearly.

The USPS lost a staggering US$8.5 billion in 2010 – that's $25 million each day. While a portion can be blamed on excessive retirement and health benefit payments, the fact is that postal mail volume has decreased by 50% over the past 10 years. This is due to the rise of email and other electronic messaging options that suit our modern lifestyle better. Sure, we probably all appreciate the sense of occasion when we receive a personal letter, but how many of us are willing to take the time to actually write one?

 

Snail mail more secure than email?

Postal services are now looking at how they can adapt to the evolving communications paradigm; searching for a niche they can fill to keep the business afloat; looking for ways to turn the tide on electronic communications. Recent internet security scares have provided a straw for USPS to grasp at and their recent advertising campaign has focused on the safety and security of snail-mail; "A refrigerator [with a paper bill stuck to it with a magnet] has never been hacked," they tell us. Some USPS executives suggest focusing on the hand delivery of documents too sensitive to be entrusted to email.

Certainly web-portals can be hacked and so, there is concern that phishing attacks can compromise the security of such sites. Such security breaches can be on a massive scale, as has been recently observed. But how about secure email delivery of bills and statements, policies and other sensitive documents?

 

It comes down to 256-bit encryption vs. the trusty postman

The delivery of password protected, encrypted documents via email is fundamentally the safest, most secure option. Why? Because there is no central repository to hack into, and should the email somehow fall into the wrong hands, 256-bit encryption ensures that it can't be opened without the password. How long do you think a hacker would be prepared to spend to open just one eBill or eStatement, with no facility to go any further once he's "in"?

And the idea that human involvement in the delivery process is more secure than using electronic channels, is also flawed. Here in Hong Kong, we have an excellent Post Office, but in the past two weeks, I've had two letters delivered to my house by mistake. One was a credit-card bill addressed to someone in the next village – the postman clearly misread the address, and the other was an insurance policy, where the recipient name wasn't mine, but the address was – a data error at the insurance company. In both cases, I'd opened the envelopes and read the documents before I'd realised they weren't for me. In the electronic world, the credit-card statement would never have been sent to me because email servers don't "misread" email addresses, and had I received the insurance policy due to a data entry error, I wouldn't have been able to open it without the required password.

So, while I feel for the plight of the Post Office and I enjoy the friendly wave from my postman as he does his rounds, running a PR and Marketing campaign that smears email security and focusing on the delivery of sensitive documents isn't going to provide the necessary lifeline to stop the decline in postal figures.

I don't have the answer to the Post Offices' problems, but I suggest the following: if you're looking to deliver documents to your customers, sensitive or otherwise, perhaps you should consider the following questions:

• What is the fastest method of delivery available?
• What's the most cost-effective method of delivery?
• What level of security is required to ensure the safety of the data being delivered?
• What can I do to encourage my customers to adopt the most appropriate delivery channel?

And if the answers aren't immediately clear, don't "go postal", just drop Striata an email - maybe we can help...

Keith Russell
striata.com