ONVZ implements fully automated cross-channel payment request
Industry
Health insurance
Employees
500
Headquarters
Houten, The Netherlands
ONVZ is a non-profit health insurer based in the Netherlands that has covered medical expenses for 80 years. The company currently ensures nearly half a million people.
ONVZ credit and collections challenges
Insurance is an industry where companies compete for customers at all times – meaning customer experience plays a huge role. Payment interactions are one of the biggest parts of this experience – and minimizing barriers to payment is essential.
Key facts:
- Complex and unwieldy legacy payment processes
- No simple or standard process for non-direct debit payments
- Manual processes for reminders and exceptions and payment failure
ONVZ transformation approach – every channel a payment channel
ONVZ sought to eliminate some of these common barriers via the automation of and digitization of their payment request process. These include: failed direct debits, the complexity inherent in traditional bank transfers, and nonstandard, manually executed reminders processes that don’t necessarily make paying any simpler.
Their solution was to turn every channel of communication with customers into a potential payment channel. They partnered with us for the project because of our Alevate Bill Pay solution’s ability to let them do just that by creating secure payment links that can be sent through any communication channel – including email and SMS.
The result – easier payments, more revenue collected on time, happier customers
ONVZ sends payment requests by email – a channel that almost everyone uses and checks every day on their smartphone, tablet, or laptop. But ONVZ also offers their own channel for customer interactions: They have an online client portal and an app for mobile devices. After authentication, customers can use these channels to see and change their details, submit claims, view bills, and pay – with the same online payment experience as per email.
Moreover, wherever a customer chooses to pay, the payment request will immediately change its status to Paid in every channel. The process is consistent, clear, and eliminates double payments, all implemented quickly and neatly with just a few API calls. Payments made through our payment requests will always have the right amount and reference number, streamlining cash application in the back office. No more exceptions to deal with.
Business Need
ONVZ is a non-profit health insurer based in the Netherlands that has covered medical expenses for 80 years. The company currently ensures nearly half a million people.
ONVZ credit and collections challenges
Insurance is an industry where companies compete for customers at all times – meaning customer experience plays a huge role. Payment interactions are one of the biggest parts of this experience – and minimizing barriers to payment is essential.
Key facts:
- Complex and unwieldy legacy payment processes
- No simple or standard process for non-direct debit payments
- Manual processes for reminders and exceptions and payment failure
Solution Implemented
ONVZ transformation approach – every channel a payment channel
ONVZ sought to eliminate some of these common barriers via the automation of and digitization of their payment request process. These include: failed direct debits, the complexity inherent in traditional bank transfers, and nonstandard, manually executed reminders processes that don’t necessarily make paying any simpler.
Their solution was to turn every channel of communication with customers into a potential payment channel. They partnered with us for the project because of our Alevate Bill Pay solution’s ability to let them do just that by creating secure payment links that can be sent through any communication channel – including email and SMS.
Results Achieved
The result – easier payments, more revenue collected on time, happier customers
ONVZ sends payment requests by email – a channel that almost everyone uses and checks every day on their smartphone, tablet, or laptop. But ONVZ also offers their own channel for customer interactions: They have an online client portal and an app for mobile devices. After authentication, customers can use these channels to see and change their details, submit claims, view bills, and pay – with the same online payment experience as per email.
Moreover, wherever a customer chooses to pay, the payment request will immediately change its status to Paid in every channel. The process is consistent, clear, and eliminates double payments, all implemented quickly and neatly with just a few API calls. Payments made through our payment requests will always have the right amount and reference number, streamlining cash application in the back office. No more exceptions to deal with.
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