Software as a service (SaaS) has numerous benefits that make it the preferred software choice for many organizations. Beyond the secure and highly configurable nature of SaaS, cloud-based solutions offer software scalability that on-premises and hosted software simply cannot.

As one of the leading SaaS solutions for Electronic Bill Presentment and Payment (EBPP), high-quality engineering isn’t just a priority at Invoice Cloud – it’s a necessity.

The 'guest checkout' or 'one-time payment' route is something everyone has experience with. Almost all e-commerce sites offer customers the ability to make a purchase without registering or creating an account. This feature is designed to remove obstacles for the customer -- because most people don't want to register to make a simple purchase.

Would it surprise you to know, then, that not all online payment platforms offer a guest checkout option?

The intersection where internal processes meet payments can prove to be an organizational boon or a challenging roadblock – and it all depends on your payment capabilities.

There are a number of challenges facing modern insurance organizations, but one key area of focus deals with reducing customer churn by improving overall policyholder satisfaction levels. Policyholder satisfaction, however, can be impacted by so many different factors that it's often difficult for organizations to know where to start. That's why we encourage insurance organizations to start with their most important and frequent customer touchpoint: premium payments. 

In an industry with infrequent customer touchpoints, like insurance, every policyholder interaction holds a lot of weight. Your organization only has so many opportunities to connect with insureds, which means one negative experience could result in a cancelled policy or, worse, customer churn.

At its core, customer engagement is about encouraging customers to take actions that drive beneficial results for them and your organization. Effective customer engagement incorporates everything from how you initiate contact with customers, to – in the case of online payments – their experience submitting a payment.

There are many ways to measure your organization's customer experience, from quantitative surveys to qualitative interviews and reviews. When it comes to identifying areas for improvement, however, there are a few key metrics your organization should be tracking on a regular basis. Most organizations are familiar with Net Promoter Scores (NPS) and Customer Satisfaction Scores (CSAT). But one of the more overlooked metrics is the Customer Effort Score (CES). Customer effort measures how easy or difficult it is for a customer to interact with your organization. In other words, how much effort does a customer need to expend to accomplish a particular task?

Here at Invoice Cloud, we strive to make life simple for our clients and their customers – something that’s often easier said than done. We help our clients take complex processes and digital interactions and simplify them to drive real results. This isn’t always a straightforward objective and, frankly, we set an incredibly high bar for ourselves.

One of the biggest challenges for insurance organizations today is maintaining a competitive edge in a crowded, fast-moving industry. To keep policyholders happy and customer churn low, insurance carriers must be prepared to meet the changing needs of insureds – a task made more difficult when your organization opts for traditional payment methods over the online payment options true SaaS software applications can provide.