Given that 90% of the online population still hasn’t used a comprehensive pay-anyone system, the Research & Planning Zone plays a key role in educating your customers and introducing them to the benefits of online payments.

It also has a less obvious, but far more profitable purpose of selling bill payment lines of credit and debt-consolidation loans. This could be accomplished by “sponsoring” the area with banners that take users to a loan-savings calculator with links to a streamlined loan application.

The Research & Planning Zone could be divided into two areas: the first would be free to all site visitors, customers and non-customers. The second area would also be free, but would require a short user registration (e.g., name and email required, optional fields for phone, address, and so on.)

Free Area Features & Functions

1.       Extensive FAQs & Contact Information: This area contains detailed questions and answers on epayment features and benefits. It also includes a question/suggestion box for users to submit questions and receive individualized answers.

2.       Service/Performance Guarantees: Build trust by outlining service standards, customer service capabilities, and payment guarantees. Explain how one goes about getting help when needed.

3.       Biller Lookup & Information Clearinghouse – Basic Level: This is the primarily free, value-added service to garner PR and Web traffic. Users would be encouraged to register to gain access to interactive features (see next section).

4.       Alternative Payment Sources: This section features solutions for getting the bills paid on time even when funds are running low. It contains links to your loan application and other loan areas on your Web. It could also contain ideas for those not able to borrow, such as links to local community organizations that are able to provide emergency funding.

1.       Biller Lookup & Information Clearinghouse – Interactive Version: This is a full-featured version of the read-only service offered in the Free Zone (see previous section). The interactive version would allow users to build a personalized biller database that can be saved for future reference. It also allows users to contact billers through embedded links and preformatted communication templates.

2.       ACH/Debit Signup Area: This interactive area helps users establish and maintain preauthorized debits for loan, insurance, and utility accounts. The area also includes detailed material on how preauthorized debits work; what the checking account statement entries look like; consumer rights under Reg. E; how to make changes; and links to biller customer service.

Patelco CU is one of the few financial institutions to offer two flavors of bill payment: Bill Payer for $2/month or Bill Payer Plus for $4.95/month https://pc24.patelco.org .