Customers not ready for e-billing

While e-billing could be more convenient and cost effective than paper billing, BillingWorld reports that adoption rates remain low.

Regardless of location or culture, 72% of people who live in technology-intensive countries still prefer a paper bill, according to a study sponsored by the US Postal Service.

The study claims that customers want the invoice so there is a place to directly write billing information and check numbers, while others view the invoice as a reminder to pay the bill.

People have a personal attachment to their mail, with 70% indicating that mail holds a more personal connection for them than e-mail and the Internet, the study revealed.

Furthermore, people prefer to deal with a live person when addressing billing errors or changes on their account

More than one million residential customers in the US will register for an online phone bill payment service this year, saving carriers an estimated $36 million, according to Insight Research Foundation.

BillingWorld says while the cost savings cannot be ignored, it is important to recognise that it may be a while before the printed bill becomes obsolete.

Kenya Power and Lighting Company (KPLC) has launched a new and more efficient billing system branded e-Bill, which will allow customers to access information on their account electronically says the Digital Opportunity organisation.

Customers will be required to send an e-mail query to KPLC with the first five digits of their account number. An automatic reply will be generated, detailing the amount due as well as the deadline date for payment.

The report says e-Bill is part of KPLC`s new product development strategy, which is meant to streamline the company`s billing and payment procedure, but customers who have access to e‑Bill will continue to receive their electricity bill by post.