Identify (and Eliminate) the Alternatives

Here’s a question to pose to your teams – ‘If our business customers aren’t using the Globys application to view and pay bills, what channels are they using?’

There is a lot of work that goes into understanding current billing and payment experiences prior to implementing a new digital solution. Unfortunately, once the new solution launches and new priorities arise, the existing alternatives often fall out-of-sight, out-of-mind. Keeping these other billing and payment channels in a “business-as-usual” state can have significant impact on both adoption and overall customer experience. As one end user once shared, “I’m not sure where I’m supposed to login to get my bill or make a payment – there’s too many options.”

One of our clients recently decided to take this task head on. The objective was simple – identify every channel of communication their business customers are using to receive a bill to make payments. As expected, this started with the obvious – Globys-hosted application, summary paper bill, PDF email bill, reports from specialized billing team – and continued down numerous rabbit holes.

Unbeknownst to the project team, there was actually a subset of the enterprise base still receiving CD-ROM deliveries on a monthly basis. Yes, compact discs in 2018! Sadly, customers receiving these them confirmed suspicions that most were filed away and never opened, because the online alternative is the easiest and best option. Other unknowns included bolt-on reporting apps or file outputs that were essentially serving as a band-aid for legacy reporting gaps. To make matters worse, some of the reporting outputs that were actively being distributed to customers were out of sync with the current system of ‘truth’, making red flags inevitable.

There were also online alternatives identified. There was a ‘pay now’ consumer option directly from the client’s website that business users were using by default, as this was previously the only online payment option. It only provided a single account, single payment option, requiring multiple clicks and payments for the 90% of business customers who had more than one bill. Users making multiple payments across multiple accounts were immediately targeted and moved to the business payment experience, driving an increase in total number of payments submitted online.

The goal of this ‘Identify the Alternatives’ evaluation is to:

  1. Ensure your preferred billing experience is clearly defined, supported, and promoted for your business customers
  2. Identify any potential deterrents and cost savings by decommissioning legacy solutions and processes. It requires continuous digging throughout the entire organization and customer base:
    • What are the manual work-arounds that support is still using?
    • Which systems is IT still maintaining?
    • How is each product line providing detail data to the customer?
    • What manual analysis is account management doing on behalf of the customer?
    • What percentage of total business payments are paid online versus the % paid in the Globys application?
    • Are users willing to turn off PDF email knowing they can access the same from online portal?

Is it worth the effort?  We see upwards of 50% higher adoption among Globys clients who have successfully identified the most beneficial options to the preferred billing and payment experience versus alternative-heavy clients.

Happy investigating!

Globys 3 New Product Feature: Ability to Hide Accounts

Tired of submitting tickets to Globys Support to hide specific customer accounts? Struggling to find resources to flag accounts in your billing system and remove from your data load? Our latest release, Globys 3.7.2, includes an optional module that provides users with the ability to hide accounts directly within the Globys portal application. Once a user marks an account as ‘hidden’, the statements and reporting data for that account will no longer be displayed within the application.

This new Account Display feature was requested by multiple Globys clients, as well as end users themselves, to address several use cases:

Located under the Setup tab, this Account Display feature is implemented with two permissions that can be applied at the user level. The first permission allows a user to see the Account Display dashboard and the ability to set accounts to Hidden or Visible. All users in that organization will no longer see the accounts that are set to Hidden, but other users with the permission will be able to see the Hidden and Visible status of accounts in the Account Display dashboard. When the second permission (admin level) sets an account to Hidden, even users with Hidden Account permissions will not see the Account in the Account Display dashboard. These permissions can be applied to specific users or to User Type levels, potentially giving all end users and/or CSR users permissions to the feature.

Making changes to account visibility in the source data can be costly and time consuming for our clients. With this feature, Globys provides the tools our clients need to make changes immediately in real-time without having to initiate support tickets and relying on Globys to do the work. Our clients can in turn provide this feature directly to their end users, giving the power to the user to see their bills and data their way.

Globys 3 Product Enhancements

The past few releases have included several Globys 3 enhancements aimed at providing a better user experience for your customers, including:

2018 Security Review

At Globys, we provide secure digital invoicing and payment solutions for some of the largest communications companies in the world.  Since our business relies on data, we take the responsibility of security and privacy very seriously. Data security and privacy have a common goal to protect sensitive information, but they have very different approaches for achieving the results.

Data security focuses on protecting information from theft and breaches. Think back to the Target credit card hack a few years back; this is a classic example of a security fail. Sure, Target survived, but it was an expensive and embarrassing incident.

Privacy governs how data is being collected, shared and used. The recent Facebook and Cambridge Analytica fiasco underscores the necessity of strong policies around data privacy governance and the enforcement of them. In turn, companies are responding by aligning policies to match recent regulatory changes.

Understanding the importance of both security and privacy, Globys continually evaluates our current and future investments. Below are a few of our most recently launched, high-level security initiatives:

Ongoing Code Scans & Vulnerability Testing

Solution Architecture and Engineering groups design security into our products from the start. They also ensure security and compliance standards are successfully built into new products.

Increased Security Staffing

Additional staff has been added to Globys’ Security Operations Team, including a new Senior Security Engineer, who brings 20+ years of security program management and infrastructure deployment. This team continues to own 24×7 monitoring, which includes Incident Response and proactive Cyber Threat hunting.

PCI Compliance

In March 2018, we completed the validation of our compliance with every PCI DSS v3.2 requirement for Service Providers. Globys 3 has passed the following security scans: OWASP Top 10, CWE/SANS Top 25, CERT Secure Coding Standard. Note that a copy of the Veracode report is available upon request.

We are also developing new policies around the European General Data Protection Regulation (GDPR), and continue to evaluate the short and long-term impacts for Globys and our clients.

Risk Management

Globys has a cross-functional risk assessment and management team that analyzes vulnerabilities across the company that may impact deliverability and/or service to our clients. They identify areas of risk, rate the impact and likelihood of these risks, and assessing the existing and alternative mitigations against that risk.