OSG Streamlines and Improves Digital Customer Solutions
According to Pew Research Center, 64 percent of American adults own a smartphone as compared to 35 percent just five years ago.1 Gallup reports that almost three-quarters of Americans check their mobile phones at least once an hour.2 And the Gartner Group predicts that annual global sales of mobile phones are expected to reach 2.1 billion in 2018.3
It’s crystal clear that we live in a digitally-connected world. Today’s customers demand convenience and expect access to the latest products and services. Customers want and expect to be able to read their emails, view their bills and statements and pay on their terms—when and how they want. For them, billing is anytime, anywhere. As billers, it is incumbent upon each of us to be sure we are keeping up with the times and engaging our customers while fostering brand loyalty and increasing revenue.
OSG has a long history of being at the forefront of billing trends and that’s why we have watched and matched the growing billing landscape with forward-thinking solutions. We are always meeting the needs of today while keeping an eye towards the trends of tomorrow. We have dedicated a lot of resources in order to not only add new tools, but to strengthen existing, proven solutions. Here is an overview of both new digital products as well as upgrades to current services.
OSG Mobile AppSM
Last year we introduced you to our OSG Mobile App and the response from our customers has been overwhelming. The OSG Mobile App, a turn-key mobile platform designed to give customers a better user experience, was designed to enhance the mobile billing and payment process. Our customers have seen the research and know that today smartphone users are spending more time using mobile apps (89%) and prefer apps to mobile websites (85%).4 That’s why the OSG Mobile App is the right solution at the right time.
Next-Tech Wireless, a rural wireless provider and an OSG customer, recognized the need to offer its customers a mobile pay app and has already seen the benefits. After launching the OSG Mobile App, Corrina Hudsonpillar, Marketing and Public Relations Supervisor at Nex-Tech Wireless, shared, “Our customers have become accustomed to having endless information at their fingertips. With the insatiable appetite for information comes the demand for more apps in the marketplace, thus more data capabilities.”
The newest digital offering is the addition of OSG eVoiceSM, an Interactive Voice Response (IVR) solution that can take your customer payment experience to the next level. Through a series of phone key selections and voice prompts, the customer can receive their current amount due and pay their bills without having to wait for a customer service representative to become available. The system can be personalized to your company’s standards and daily reports can be provided for analysis purposes allowing you to discover your peak and non-peak hours and pinpoint areas that can be improved for a better customer experience. OSG eVoice can be a cost-effective tool for your business while still delivering quality customer service and convenience to your customers at the same time.
At OSG, we are always monitoring our products and services to ensure that we are providing our customers with the most up-to-date digital solutions. Recently the OSG electronic bill presentment and payment solutions received several important enhancements. One of the biggest is the ability to now add a new end-user to eBillSM and eInvoiceSM even before the first bill is processed by OSG. Now, an OSG customer who is using one of the OSG eBilling solutions can capture the momentum of signing up a new customer and get them enrolled in eBilling immediately. We’ve eliminated the wait and made the adoption seamless.
For those customers utilizing the OSG eInvoice model, your CSRs now have the ability to accept one-time payments (OTP) from your customers. OTP has been a valuable function, used by our eBill customers, since the inception of eBill. This is yet another way of providing you with options for your loyal customer base. We also added an Audit Trail report, so any payments accepted by CSRs can be historically tracked.
“Our digital product roadmap is focused on making billing and payments a much more convenient and intuitive experience, for both OSG customers and their bases,” said Steven Dubner, Senior Director of Products for OSG. “We want to continue to support our industries, so they can manage their core business, while OSG does the heavy lifting for invoicing, payments and customer communications. From a hybrid electronic billing model to consolidator financial institution solutions to mobile monetization opportunities, OSG plans on providing the tools that allow our customers to face the future.”
Sources: 1. Pew Research Center, U.S. Smartphone Use in 2015; 2. Gallup Survey, 2016; 3. Gartner Group, 2015; 4. Go-Globe June, 2015