Submitted by

Group No7
 Company- Fiserv
 Customers- Banks, thrifts & billers
 Competitors- IBM, Microsoft, First Data and Citibank
 Collaborators- Checkfree
 Context- To increase the penetration of e-billing
usage among its customers.
 Only 20 percent of the customers are using ebilling technology
 Will Fiserv be able to play the role of ‘round trip ‘ of incoming
and outgoing payments?
 Is e-billing a potential lucrative business for finserv? If so what
would be the best strategy to take full advantage of this
technology?
 How would they convert more customers from turning off paper
to ebill technology?

Framework
-Long tail
Bill The Short The long head
viewing head Subscribers of
reach Subscribers of E- bills
both paper bills
Addition of E-
and E- bills
bills comes at
Limit in the no no additional
of subscribers cost and can
reach to a
larger base of
subscribers at
lower cost

No of
subscribers
 Recommendations
• 3 parts of the strategy:

• Trial with free services

73% of the respondents had a positive response to the services upon using the
services.
A trial period would ease the confusion about e-billing perception and opinion
about its value

• Acquire the customers to subscribe to both e-bill and paper bill

Customers are more receptive to moving to e-bill when both options for paper
and e-bill are available.
This cost $2.00 for acquiring a customer in both mediums as opposed to $4.00
for moving exclusively to e-bill.

• Convince users to turn off paper bills

Customers are more receptive to turning off paper bills once they have used e-
bill thoroughly.
This costs $1.50 for moving exclusively to e-bill and turning off paper bill if the
customer is using both thus making a saving of $0.50.
 Consumers switching completely to ebill may
show signs of dissatisfaction towards it if
they miss their payment dues which may
result in increase of number of complaints.
 The acquisition cost of $1.50 to $4.00 has to
be made in order to convert the customers