Powering Digital Engagement and Payment Growth Through Partnership

The Challenge

As client expectations around digital engagement grew, the organization needed a solution to fill critical functionality gaps in its platform. Existing clients were looking for additional capabilities outside of the organization’s core offerings. To remain competitive and retain clients, it required a trusted partner to augment its payment solution. 

Challenges included: 

• Limited customer engagement capabilities beyond traditional EBPP  

• Clients and competitive pressure required additional digital engagement capabilities 

• Rising demand for customized self-service experiences in client portals 

• Demand for seamless omnichannel communication and real-time access to payment information 

• Lack of digital communication adoption amongst clients was impacting electronic payment adoption 

• Needed ability to market payment options and other features on bills and payment related correspondence

The Solution

In 2017, the global payment solutions provider partnered with DataOceans to extend its client-facing capabilities and drive more value through its core payment offerings. The partnership was not about replacing the organization’s infrastructure but enhancing it.  

DataOceans complements the organization’s API Portal by providing out-of-the-box EBPP and self-service capabilities that help accelerate digital adoption without requiring the global payment provider’s clients to change their core systems. 

By driving more digital payments, DataOceans helps the organization increase transaction volume (more electronic payments) - supporting their core revenue model while also improving the customer experience for its clients. 

Together, we’ve established a flexible integration and support model that enables the organization to deliver enhanced digital capabilities while streamlining operations. Key elements of this collaboration include: 

• Integrated EBPP experiences that drive digital payment activity 

• End-user portal functionality in support of the global payment  provider’s digital engagement goals 

• Administrative access and training, allowing the organization’s teams to manage configurations 

• Ongoing operational collaboration through shared planning and deployment cycles 

• A roadmap to shift data hosting to DataOceans, increasing agility and responsiveness 

The Results

Clients leveraging DataOceans’ capabilities through the global payment  provider gain access to enhanced digital services that the organization could not otherwise offer. These improvements contributed to a better customer experience, greater operational efficiency, and increased payment activity. 

DataOceans’ platform has delivered the following results across the organization’s clients, within various industries:  

Operational Efficiency 

• Reduced support workload through admin configuration access   
• 7% - 15% reduction in contact center activity 
• 60%+ decrease in call handling time (self-service adoption) 

Payment Performance 

• Higher digital payment adoption, supporting the global payment provider’s core processing revenue growth 
• 5 -10+ business day improvement in Days Sales Outstanding (DSO) 
• 15% - 35% increase in autopay enrollment (outside point of sale) 
• $0.75 - $0.95 per payment reduction in processing costs (physical check handling and exceptions) 

Customer Engagement 

• Improved experience across billing, payments, and communication channels 
• 9%+ increase in persistency (customer retention at end-of-term) 
• Increased portal adoption for self-service and payments

Looking Ahead

We continue to evolve our partnership with the global payment provider to deliver the most complete and robust billing, payments, and customer engagement solution available in the market. Billing and payments represent one of the most critical service interactions in the customer lifecycle. By combining the global payment provider’s transaction infrastructure with DataOceans’ customer portal, our mutual clients are able to significantly enhance not just the billing and payment experience - but the entire customer communication journey. 

The combined solution transforms every communication into an opportunity to guide customers toward a more frictionless, self-service experience, making it easier to manage preferences, access documents, and complete payments. As we enhance how we deliver and support our joint offering, our focus remains on driving better outcomes through a seamless experience, greater flexibility, and the high-touch service clients expect. 

Partnering for Scalable Growth 

While this case study highlights our work with a global payment solutions provider, the value we bring extends far beyond a single partnership. At DataOceans, we help our partners deliver more to their clients - filling critical gaps, enhancing existing platforms, and unlocking the full potential of the solutions they already have in place. 

We’ve seen it time and again: clients are signed with revenue projections that fall short, until a partner like DataOceans steps in to strengthen the offering, meet evolving client expectations, and turn those projections into real results.