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Editorial Viewpoint From a Customer's Perspective Spotlight On Bank of the West Case Study Atmos Energy Heats Up... COVER STORY Commerce Intelligence Solution Identifies High-Potential... NEWS REPORT 2006 Initiatives Enhance Content, Speed, Ease of Use... NEWS REPORT Research Offers Insights on Consumer Adoption and Use of Online... NEWS REPORT Account Support Team Refocuses and Expands Customer Service Commitment NEWS REPORT Debt Know How Program Provides Valuable Resources for Consumer Debt... NEWS REPORT Ignite Adoption and Usage with Electronic Version of Consumer Online Bill Payment... INDUSTRY INSIGHTS Q&A with Dan Schatt		NEWS REPORT 2006 Initiatives Enhance Content, Speed, Ease of Use Optimizing Value and Maximizing Volume Committed to being your best business partner, MasterCard RPPS is implementing several 2006 initiatives designed to enhance the network's functionality, convenience, and ease of use for our customers. "Biller directory data management, education for new and existing customers, and introduction of enhanced customer self-service tools are important initiatives for this year," says Janet Smith, senior business leader, MasterCard RPPS Account Support and Product Management. "Together, our 2006 initiatives will not only help maximize electronic payments volume, but also help our customers take better advantage of our capabilities." Refreshing the network's lifeblood For the MasterCard RPPS Online Biller/Creditor Directory to facilitate the maximum volume of electronic payments for originators, the biller data stored within the directory must be current and comprehensive. Our biller data management initiative will ensure that the directory's data is consistently up-to-date. "The biller directory is the lifeblood of our network," says Smith. "If current information on a biller is not available in the directory, then an originator cannot match payments to the intended biller. When that happens, the originator has to route payments via paper check, which slows payment application and raises costs for both the sender and receiver. "It's important that we have the most robust information about each biller and its account number structure, as well as critical pieces of information like the Zip plus-four, so originators can easily and correctly connect payments and billers," Smith says. "Therefore, over the course of 2006, we are working with all concentrators and direct billers to refresh every biller profile housed within the directory." A series of communications requesting updated information is being sent to every concentrator and direct biller. Each communication will target a particular biller class (e.g., retail, utilities, mortgage, etc.). Customers can then make their changes directly to the biller directory to communicate updated information to originators. While the initial data refresh program will conclude at the end of 2006, MasterCard RPPS plans to implement an ongoing program to refresh all biller data on a regular basis. Educating new customers Before a new customer goes live on the MasterCard RPPS network, our Implementation teams provide orientation to the customer's business and technical staffs. Once the customer is live, however, an entirely different set of people—its operational staff—takes on the day-to-day responsibility for working withthe network. "The Account Support Team (see related article) identified a valuable opportunity to enhance our new customers' experience by providing operationally focused education. In response, we've developed the New Customer Production Education Program specifically to provide a basic operational introduction to the network for the people who will be interacting with us on a daily basis," Smith says. According to Lisa Sims, senior professional, MasterCard RPPS Account Support, the program focuses on best practices and on using network tools and services (such as the Online Biller/Creditor Directory) effectively. "We want to ensure customers understand network processes and procedures so they can really maximize the network's value," Sims says. "We also want them to know the deep level of support they can expect from us and whom to contact when they need assistance. "For us, the program is also an important conduit for ideas," she adds. "Whenever we engage in customer education, we get a tremendous flow of information back in our direction—usability tips, enhancement recommendations—that helps us better serve our customers." Expected to be available during 2Q 2006, the program will offer a variety of delivery mechanisms, including AT&T Web meetings (suitable for a single person or for groups in multiple locations) and, as appropriate, in-person sessions. "The Account Support Team will assess each customer's specific needs and develop a program tailor-made for the customer," says Sims. The Account Support Team is first developing the education program for new customers because that is where the immediate need is greatest. Recognizing that existing customers can also benefit from a refresher course, the team will extend the program into an ongoing initiative for them. "New employees come on board. Network processes evolve. Any number of scenarios can lead to a need for renewed learning," says Sims. "We plan to introduce the program to existing customers later this year." Powerful, flexible new tools Planned for implementation this summer, a comprehensive new suite of tools will expand customers' ability to access their MasterCard RPPS payments and perform payment research. These tools offer a highly dynamic and extremely user-friendly search capability. Instead of having to supply a set of very specific data relating to a single payment only, customers will be able to search for a single payment or multiple payments using a variety of parameters—for example, by payment cycle, a specific date or period of time, transaction type, or specific transaction. In addition, customers will be able to perform this payment research on the same day a payment is received by MasterCard RPPS. As soon as each MasterCard RPPS cycle completes, data will be made accessible. "One very exciting aspect of these tools is the export capability," says Smith. "Customers will be able to export multiple transactions to a Microsoft® Excel or flat file format. This data can then be uploaded into a number of customer applications and used for various functions. "Another feature that customers will welcome is the automated functionality for submitting a return transaction into the MasterCard RPPS network," she says. "They will no longer have to access these transactions in their own systems first. Instead, they can simply use the return functionality to select and return the transaction. The transaction is automatically returned—fast and easy." While the full suite will be introduced later this year, an important enhancement that will carry through into the new tools has already been implemented. Concentrators can now grant their billers controlled access to the payment research tool so a biller can access its payments and perform research. "Concentrators can actually take this servicing out of their own back-office operations and provide the self-service capability to their clients," says Smith. "It's another way we help our customers optimize operational efficiency." New ideas MasterCard RPPS is continually searching for new ways to enhance our products and services, and we welcome customer input. "Our customers are an important source of inspiration," says Smith. "If you have an idea for a new service, a suggestion on enhancing an existing product, or a recommendation on any component of MasterCard RPPS, please contact us at rppsideas@mastercard.com." For more information on the 2006 customer initiatives, please contact MasterCard RPPS Account Support at 800-207-7605 or rpps_helpdesk@mastercard.com. Printer Friendly Version Back to Top