1. Mobile Payments & Alert Communications: Changing Your Bottom Line Art Coutcher Utility Sales Manager direct: 1-602-443-5959 e-mail: acoutcher@mybillingtree.com

2. Objectives  Harness the value of Text Messages as your vital new communications channel  Change your bottom line with mobile payments  Migrate to a GREEN biller

3. Raise your hand if…..  You have a cell phone with you today  You have a smart phone  You checked your phone within 15 minutes of waking up this morning  You have a unlimited text plan  You have sent a text message today  You have paid a bill in the last three months on your phone

4. Interesting Cellular Facts  87% of the world’s population has a cell phone (5.9B)  2010 – 26% of households do not have a “hardwired” home phone  51% of people have a smart phone in the U.S. today  The average age of a “texter” is 39 years old  77% of people are on unlimited text plans  More Google searches are done on phones than computers

5. Why?  More American adults texting in 2012  Teens – 87% use phones for texting  Harness this channel  Improve customer relationships *Pew: Americans and Text Messaging

6. Mobile Payments Trends

8. Even More Reasons

9. Evaluating eAdoption Progress The Real Question: How to achieve an eAdoption rate beyond the industry average of 10-12%? e-Adoption Timeline

10. Focus Area 1: Bill Design

11. Focus Area 3: Customer Usability How will I know when to pay if I go paperless? How do I enroll in eBilling? Can I view my past bills online? Can I view and pay multiple bills at the same time? Can I use my smartphone to pay?

12. Focus Area 2: Biller Practices

13. Email Update After updating Terms and Conditions on website, send email update to current customer base…

14. Add Compliance guidelines to your Website & Agreements MMA (Mobile Marketing Association) Requirements  Your wireless policy must contain the minimum information:  STOP instructions in BOLD Lettering  HELP instructions in BOLD Lettering  Frequency (you will receive messages about your account)  Customer Service Contact Information  Msg & Data Rates May Apply  Terms & Conditions on Agreements and Website include your completed Wireless Policy.

15. Proper Opt-In: Account activation combined with verified cell # and possession of device. Compliance Proper Opt-Out: Message templates include HELP command to return to customer service and STOP instructions

16. Getting Started with the 4 Cs 1.Collect Permission – Properly obtain customer consent for text message communication 2.Comply – Follow the MMA (Mobile Marketing Association) Best Practices 3.Confirm – Verify customer cell phone number and possession of device 4.Communicate – Manage SMS strategy through automated triggers that deliver predetermined messages

17. Message Templates  Message flow foundation is your custom message template library  Proper structure and key language requirements  higher response rates  Proper structure »Source (i.e. company name) of the message first »Offer or primary info should »Method of redemption or contact info »Help option Example (CoServ): This is a courtesy reminder your payment is due in 5 days. Questions? Call 888.555.1212. Reply HELP for help.

18. CoServ: Your account is approved for activation on or around 4/11/2012. For questions contact 800- 555-1212. Reply HELP for help CoServ: Your account is approved for activation on or around 4/11/2012. For questions contact 800- 555-1212. Reply HELP for help Message Templates Build a message library around your business model  Activation  Approval/Next Steps  Welcome/Confirmation  EFT Confirmation  Pending

19. Message Templates Welcome Verification message confirms the number is still active…  Welcome Message Templates:  CoServ: As a customer benefit, we provide account updates & outage alerts by text. For more information call 888-555-1212 or reply HELP for help  CoServ: Thank you for your business. Please click on the link to LIKE us on FACEBOOK, For outstanding cust svc call 888-555-1212. Pls save our # in your phone for future use. Reply HELP for help

20. Confirm (company name)

21. 1. Customer receives message template with HELP option. 2. If customer replies HELP then receives reply with STOP instructions. 3. Customer replies STOP, receives reply with confirmation. CoServ: Courtesy reminder: Your payment is due in 5 days. Thank you for your business. For questions call 800- 555-1212 Reply HELP for help CoServ: Courtesy reminder: Your payment is due in 5 days. Thank you for your business. For questions call 800- 555-1212 Reply HELP for help CoServ: Msg&Data Rates May Apply For customer service call 800-558- 1212 Reply STOP to Opt Out Call our 24hr Opt Out Line @ 877-111-1111 Vipcash.com /mobile CoServ: Msg&Data Rates May Apply For customer service call 800-558- 1212 Reply STOP to Opt Out Call our 24hr Opt Out Line @ 877-111-1111 Vipcash.com /mobile CoServ: You have opted out. You will not receive additional messages. For questions call 800- 558-1212 CoServ: You have opted out. You will not receive additional messages. For questions call 800- 558-1212 Opt-out

22. CoServ: This is your courtesy reminder you have a payment due in 5 days. For questions call 1.866.555.1212 Reply HELP for help CoServ: This is your courtesy reminder you have a payment due in 5 days. For questions call 1.866.555.1212 Reply HELP for help Message Templates Build a message library around your business model Account Management  5 day reminder  1 day reminder  Returned payment  Payment request  Payment confirmation  Loyalty point balance update

23. Common Use Billing Reminders Payment Reminder Templates:  CoServ: Billing Statement available @ www.coserve.com. Pmt should be made by the to avoid late fee of 1% added to your acct. Reply HELP 4help  CoServ courtesy reminder: Your payment is due in 3 days. Questions ? Reply by text or call 888.555.1212 Thank you for your business! Reply HELP for help

24. Common Use Billing Reminders Payment Reminder Templates (continued):  CoServ courtesy reminder: Your payment is due today. Questions? Reply by text or call 888-555-1212. Thank you for your business! Reply HELP for help  CoServ pmt reminder: Your payment is due March 5th Reply by text or call 888.555.1212 to speak w/cust svc. Thank you. Reply HELP for help

25. Marketing Re-market to your best customers with an incentive to use your product again.  Highest rates of return by re-marketing to your preferred customers  Stimulate new business from current customers – best $ spent  Marketing Campaign Templates:  CoServ Referral Program: Get a $200 credit towards ur account when u refer a friend. Have them call 888-555-1212 & mention ur name & acct # to get $200. Reply HELP for help.

26. Mobile Payment Trends  AITE Group predicts bills paid online will increase by 18% by 2013  The number of bills paid with a mobile device is set to grow by a huge 377% across the same period TO: 58789 12341234 TO: 58789 12341234 FROM: 58789 Thank you. Your payment has been processed. Your confirmation # is 45678912 FROM: 58789 Thank you. Your payment has been processed. Your confirmation # is 45678912

27. Text Notification Billers leverage technology to reduce costs associated with consumer contact, including  recurring and/or post date check reminder notices  time sensitive notices  outage and repair notification  coupons and appointment reminders

28. Text Notification & Payment Text “Textpay” to 75935

29. Text Notification & Payment

31. ART COUTCHER UTILITY SALES MANAGER direct: (602) 443-5959 email: acoutcher@mybillingtree.com