Invoice Finishing & Delivery

Invoice Finishing and Delivery shouldn’t just be about ensuring you can collect payment. It is an opportunity to communicate with your customers. How an organization chooses to structure their invoices and get them to the customers can have a pivotal impact on the overall effectiveness of the Monetization Ecosystem.

Invoice Finishing and Delivery is critical for delivering the right information to the customer at the right time. Too much detail in the invoice delivered too frequently could lead to confusion. When not enough information is provided, customers can get confused and contact support, riddling them with questions.

In order to create an invoice finishing and delivery system that is both effective and efficient your organization should be thinking about:

  • What are the selling channels?
  • Are customers B2C, B2B, or Self-Care?
  • What customer needs should be considered?
  • How are products sold?
  • What information makes sense to provide to customers so they aren’t left with shock or wonder during invoice time?
  • How can Marketing Automation be used to keep my customers informed of new products and services while keeping them aware of cost-saving opportunities?
  • Are customers able to effectively manage their accounts with the information provided them on the invoice?
  • How often do I expect invoice recipients to call in?

Organizations that think about these areas during procurement stages of enterprise software implementation will find themselves reducing operational costs by lowering customer inquiries into call centers and reducing the use of unnecessary paper and printing. In tandem, clear invoice finishing and delivery increases the overall sales effectiveness by keeping new products, services, and opportunities in the customer’s field of vision.


Invoice Finishing & Delivery Components

Format

This area defines how the different elements on an invoice are laid out, detailing what is displayed and where is the information is displayed. Invoice Formatting can be broken down into the following areas for analysis:

Contact Details

The invoice should clearly display who the invoice was intended to go to, who the customer should contact in case there are questions and where payments should be sent.

Charges

Level of detail, spacing and detail are important to accurately convey charges to customers.

Remittance Page

Invoices may include pre-populated pages for payment remittance to reduce the cost of operational errors and increase customer satisfaction.

Print

Printed invoices are fast becoming an operational drain – almost every company currently retains paper documentation for B2B selling channels but offers paperless options for B2C selling channels. Promoting incentives for customers to go paperless can save money and time. Complex products and services often warrant several invoice pages, increasing the potential costs. When printing invoices, organizations should consider the costs involved with color versus ink, the overall presentation of the invoice, and how large it will be.

Billing cycles can be run daily or weekly to dilute the impact on the organization and its infrastructure.

Envelope Bill Insert

Envelope Bill Insert is the physical step of putting the bill or invoice in the envelope. Typically, large organizations either use a third-party to print, stuff, and mail their bills. Some choose to perform this in house, utilizing special machinery that folds the statement, inserts it into the envelope, and readies it for delivery.

Manage Returns

Invoices can contain errors like any other document. What if the invoice gets sent to the wrong address or the wrong department in a company? An organization should take this into consideration to ensure business processes and systems are in place to manage customer Returns when these scenarios arise.

Marketing Messages

Marketing Messages are often found on the envelope or the bill insert. These messages are used as a way to up-sell and cross-sell customers while maximizing the value an invoice can have for an organization. Marketing messages are supportive and tied to Customer Lifecycle Management (CLM).

Bill Inserts

Bill Inserts are a means of communication with customers by the organization or a third-party. This is done by adding additional marketing material within the client’s statement. In many cases, large companies can create an ancillary revenue stream by allowing third parties an advertising opportunity within one of their billing runs.

Detailed: People | Process | Technology

Invoice Finishing and Delivery responsibility falls to the Finance – Billing team and, perhaps surprisingly, the Product organization. Finance-Billing handles the tasks around the billing run itself, while it is Product’s obligation to ensure that products, services, and bundles all appear on an invoice in a manner that is clear and concise to the customer.

Additionally, the IT organization’s standard monetization processes apply to this domain as well.

Finance-Billing-People-IconProduct-People-IconIT-People-Icon

 

 

 


Key Vendors

Founded: 1920
HQ: Stamford, CT
Company Type: Public
Website: www.pitneybowes.com
Cloud/On-Premise: Cloud

Founded: 2001
HQ: Hamilton, NJ
Company Type: Privately held
Website: www.billtrust.com
Cloud/On-Premise: Cloud

Founded: 1991
HQ: Waterloo, ON, Canada
Company Type: Public
Website: www.opentext.com
Cloud/On-Premise: Cloud

Founded: 1992
HQ: Ridgefield Park, NJ
Company Type: Privately held
Website: www.osgbilling.com
Cloud/On-Premise: Cloud

 

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