SmartPay electronic billing has so many advantages for businesses -- quicker turnaround, better use of resources, opportunity for branding, savings of time and money -- that it seems like an easy choice.

But sometimes we worry that customers will resist the use of electronic billing. Some of our customers may not be completely comfortable with computers, and those who aren't may have fears about using the computer to pay a bill. They worry that their identity might be stolen or that their information may not be secure. Influenced by news and rumors about hackers and viruses, they imagine that the online environment is dangerous.

Consumer education is an important part of the process.  Acceptance of electronic bill paying options is increasing, with a rise of about 22% each year this century in online bill payments. Consumers are beginning to realize that payment through a secure portal is actually safer than sending a paper check in the mail. Describing for customers the many points at which a paper check is vulnerable is one way to put these concerns in perspective.

Clarifying that sensitive information is more under consumer's control with SmartPay can also help. Rather than keeping information in the office computer or in paper files where many people can see it, all the sensitive data is online. Tell customers that this kind of system is considered secure enough for HIPAA, the medical privacy regulations which are among the strictest security rules commonly used in the United States. Also encourage them to try the system and see that they have access and control over their own information to a greater degree than they had with the old paper system. 

And for many of your customers, the fact that they make payments at a customized portal -- a place that looks like your trusted company -- will help overcome discomfort with the idea of electronic billing.

Still, some customers will continue to be uncomfortable until they get used to the idea. fortunately, SmartPay has a transitional option for these individuals. You can make phone-based payments on behalf of customers who need this service while they adjust to electronic bill payment. Customers also have access to free phone support, another feature which helps new users feel at ease.

Contact SmartPay for details of this option.