Modern EBPP: A Strategic Touchpoint in the Customer Journey

In many organizations, billing has long been viewed as a transactional process - an operational step to deliver statements and collect payments. But as digital engagement reshapes how customers interact with financial institutions and service providers, modern Electronic Bill Presentment and Payment (EBPP) is  becoming  increasingly recognized for how it supports the broader customer journey. 

According to a 2024 Fiserv study, 73% of U.S. consumers now pay at least one bill each month through a digital channel, and nearly half expect to manage all account interactions from the same online environment. This customer expectation signals that billing is no longer a separate function. It is a recurring engagement point - one that can strengthen or weaken customer relationships. 

The Legacy View: EBPP as a Utility 

Traditional EBPP systems were designed to accomplish two things: deliver the bill and capture the payment. They focused on efficiency and cost reduction, not engagement. 

While these systems may have digitized the billing process, they did not transform or enhance customer experience. Billing often remains focused on the transactional process and disconnected from the broader customer experience and personalization work that defines a brand’s relationship with its customers. 

The Shift: From Transaction to Experience 

Modern EBPP environments sit at the intersection of billing, service, and customer engagement and experience. They integrate with customer portals, service platforms, and core systems to support a more connected, consistent, and engaging customer experience.  

Rather than existing in isolation, the bill presentment and payment experience now enriches the overall customer journey with the same qualities customers expect from any digital experience: clarity, control, and convenience. 

Every statement, payment interaction, alert, reminder, confirmation and communication touchpoint associated with EBPP becomes an opportunity to: 

• Reinforce trust through transparency and accuracy 

• Encourage digital adoption through user-friendly payment options 

• Enable staff to provide immediate support when issues arise 

 Why Modern EBPP Is Critical to the Broader Customer Journey 

1. It Is Often the Most Frequent Interaction

   For many customers, their monthly or quarterly bill is the most regular contact they have with their provider. A clear and accessible digital statement does more than request payment - it communicates professionalism and reliability. 

2. It Connects Front-End and Back-End Experiences

   By integrating EBPP with both the customer portal and Customer Service representative (CSR) portal, organizations give customers and staff the same view of account activity. This shared visibility shortens service times and improves satisfaction on both sides. 

3. It Personalizes the Relationship

   Modern solutions can display usage data, payment  preferences, personalized reminders,  relevant content and offers. These details create a more meaningful experience, provide consumers with timely information, and help them feel in control of their accounts. 

4. It Strengthens Digital Trust

   A secure, intuitive payment experience communicates confidence. According to PYMNTS’ 2024 Digital Bill Payment report, 86% of consumers say ease of payment directly influences their trust in a brand. 

5. Supports Customers with Timely, Personalized Interactions

   Modern EBPP delivers more than balance information and payment options. It provides customers with timely insights and helps them take the next best action - whether that’s resolving an issue, receiving education, or exploring a personalized offer. By understanding where the customer is in their journey, EBPP can surface support for those in financial distress, guide consumers through key decisions, or acknowledge life events with meaningful communication. Modern EBPP transforms billing from a transactional touchpoint into a responsive, service-oriented experience.

6. It Anticipates and Adapts to Customer Circumstances

   Modern EBPP systems must support flexibility - not only for customers managing payments actively, but also for those enrolled in auto‑pay. Flexible, configurable options empower customers to change a payment date, choose another payment method, or temporarily skip a payment when needed. This matters because, according to industry data, the average rate of failed recurring payments is around 35 %, which underscores that auto‑pay is far from “set and forget”. By enabling consumers to manage their financial circumstances proactively, organizations reduce missed payments (such as when funds are not available on draft day) and help avoid situations where auto‑deductions create greater strain by pulling needed funds from other financial obligations. 

The Broader Value of EBPP 

When viewed as part of the customer journey, EBPP provides value far beyond collections:

Moving Forward  

The billing experience is often the single most predictable moment of engagement between an organization and its customers. Treating it as a single step task undervalues its potential.  

By aligning EBPP functionality with customer experience goals, organizations can create a unified journey that combines accurate statement delivery, seamless digital payments, and responsive service.  

When done well, every bill becomes more than a request for payment. It becomes a reflection of the organization’s reliability, transparency, and commitment to service.  

Ready to elevate billing from a transaction to a customer experience advantage?
Explore how modern EBPP can help your organization deliver consistent, personalized, and compliant interactions - at every stage of the customer journey.