by Tom Jackson, Director of MyUsage Payments

Did you know that 50% of adults in the United States cannot read a book written at an 8th-grade level?

What does this statistic mean for you and your utility company? It means that you need to engage customers with straightforward content that the entire customer base can understand completely.

This guide will explain the best way to provide payment information to your customers, especially when it comes to explaining the concept of kilowatts and kilowatt-hours.

Today, customers expect you to speak their language

According to Statista, 94% of customers think that it is essential for energy bills to be as easy to understand as possible.

When customers…

by Tom Jackson, Director of MyUsage Payments

Even in the modern age, traditional values like honesty and transparency are still important to customers. 85% of customers say that they are more likely to support brands that are open, straightforward and honest with them.

If you are responsible for a utility company, there are a wide range of benefits to making utility payments transparent to your customers.

In this article, join us as we look at why customers want transparency and how you can make your bills and the payment process as open as possible to all.

Today’s customers crave transparency

Transparency and authenticity are more important to customers than ever before…

How to offer seamless mobile payments

by Tom Jackson, Director of MyUsage Payments

In 2009, when we first introduced our MyUsage Mobile App, when most people needed to pay a bill they had to write a check, put it in an envelope, find a stamp, and go out to the nearest post office. It was a complicated process, and they had to make sure they mailed it several days in advance of the due date too!

Today, there are a lot more options available for customers to pay their utility bills on time and in full. One of the fastest-growing and popular options available is mobile payments…

Utility companies can focus on providing service while their SaaS payments provider makes it easier for their customers to pay them.

by Chase Venters, Chief Information Officer

Even with the rapid increase in online payments over the last 5 years, the pandemic has perhaps forever changed the way we do business and further accelerated the pace of digital payment adoption. Nearly 50% of global shoppers are using digital payments more than before the pandemic and according to McKinsey & Company, consumers spent nearly 30% more on-line in the first 6 months of 2020 than they did in 2019.

As we detailed in our last blog about…

by Tom Jackson, Director of MyUsage Payments

The average US household spends $2,000 on its utility bills each year. That’s a lot of money!

When it’s time to issue your monthly bill, you want to make sure that it is as quick and convenient for people to pay as possible. If it isn’t, you may see delays in payment as well as negative feedback from your customers.

Gone are the days where a monthly bill was your only and best way to engage with your customers. Over the last decade, companies like Amazon, Google, and Starbucks have completely changed the way customers pay for goods and more…

Heightened security measures bridge the gap for more customers to adopt digital payments

by Chase Venters, Chief Information Officer

We all know that trust, openness, and transparency are vital to organizations, whether they are municipal governments or operate in the private sector.

The more customers that trust in what you do, the more likely they are to use your services and speak of you positively to family and friends.

This trust also extends to the online services you provide too. The more secure that your customers feel, the more likely they are to transact online, pay online, and trust you to hold their confidential data.


Heightened security should not interfere with the experience of the customer

by Chase Venters, Chief Information Officer

Did you know PINs were originally going to be much harder to remember?

The inventor of the personal identification number, John Shepherd-Barron, was planning on making each number six digits long. However, his wife Caroline commented that six numbers would be too hard for her to remember, so he decided to make them four digits long instead.

This is the perfect example of the balance that is needed between security and customer experience (sometimes referred to as user experience or UX). You want your payments system to be as…

Does your provider practice SOC2 Controls or are there potential gaps in your security measures?

by Chase Venters, Chief Information Officer

Does your provider practice SOC 2 controls? What to look out for from a prospective vendor

The amount of data being stored in the cloud is growing all the time. Nine out of ten companies use cloud computing, and the market currently exceeds $330 billion.

However, for all the advantages of cloud computing, it’s not without its challenges. A lot of personal and confidential data is held in cloud storage, making it a tempting option for cybercriminals and hackers. After all, you don’t want to…

The rise of ransomware threats targeting municipal governments requires the adoption of additional security measures.

by Chase Venters, Chief Information Officer

Information management across municipal government has come a long way since forty years ago when all data was handwritten on forms and filed away in metal cabinets!

Although improvements in technology have resulted in cost efficiencies and made it easier than ever to offer a range of services to citizens, this has come at a price. Cybercriminals are using this opportunity to exploit weaknesses in security policies and either make money from organizations through ransomware or severely disrupt operations.

In this article, we will look…

by Darren Raybourn, SVP of Sales

Consumers are convinced that they have the freedom to purchase anything they want — that is, if the product or service is available and they can afford it.

Indeed, the concepts of consumer “choice” or “empowerment” have been quite popular in the media for some time.

However, when it comes to home utility service, it’s the lack of choice that gets most of the attention. …

Exceleron Software

North America’s leading utility prepay and payment service company.

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