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How to build customer resistance against e-billing

Barrie Arnold of Striata, document service provider, posted an intriguing article their blog on how NOT to persuade your customer into e-billing.

He wrote in his post that when he wanted to enrol at Verizon's online billing portal, he decided to go through Verizon’s Terms & Conditions for a change.

He was stunned to found out the attitude of Verizon towards e-billing.  Especially because (1) these conditions are forced upon customers and (2) we’re talking about a $100 billion dollar telecoms giant that (apparently) places much emphasis on providing the best possible service to its 94 million customers.

So what did he find out in the Terms and Conditions of Verizon that definitely build resistance against signing up on e-billing?:

"Online Billing:
To the extent you utilize Verizon online services, you acknowledge and agree that Verizon makes no guarantee that communications or transactions conducted online will be absolutely secure.

You further acknowledge and agree that there may be system failure that may limit your ability to use the online services.

You agree to assume all risk and liability arising from your use of Verizon online services, including the risk of breach in the security of the communications or transactions you conduct with Verizon online.

 You understand and agree that Verizon online services are provided "as is," without warranty of any kind, whether expressed or implied, including, without limitation, the implied warranties of merchantability, fitness for a particular purpose or otherwise."

Automatic Bill Payment (ABP:
By enrolling in, using, or paying for Verizon service by ABP, you agree to these terms and conditions:
4.1. I understand and agree that Verizon is not liable for erroneous bill statements or incorrect debits/charges.
4.2. If a billing error occurs, Verizon is responsible for correcting, if and when, I notify Verizon of the error."

With these kinds of conditions resistance on e-billing and e-invoicing ( (as 50+ % of all companies are single contractors, they are both entrepreneurs and consumers) will continue to grow, hampering e-invoicing adoption.

I believe self-regulation is necessary to ease this development.

 

 

 

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Comments: (3)

Ketharaman Swaminathan
Ketharaman Swaminathan - GTM360 Marketing Solutions - Pune 28 March, 2011, 16:06Be the first to give this comment the thumbs up 0 likes

Mass adoption of e-billing has to contend with far more severe challenges as I'd described in a recent blog post. Hoping the hyperlink shows up, here it is: http://sketharaman.com/blog/2011/02/12/in-favor-of-paper-statements/

Why blame Verizon singularly when many software product EULAs, most credit card agreements and virtually all retail financial product terms and conditions contain similar language? I'd covered this in another post: http://sketharaman.com/blog/2010/10/25/puzzle-versus-mystery-whos-to-blame-for-the-great-recession/

A Finextra member
A Finextra member 29 March, 2011, 08:20Be the first to give this comment the thumbs up 0 likes

@Ketharaman:

You should be able to link by highlighting some text and then clicking the "chain" icon in the menu bar, like this!

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Innovation in Financial Services

A discussion of trends in innovation management within financial institutions, and the key processes, technology and cultural shifts driving innovation.


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