While online bill pay has become a mainstream practice among consumers, acceptance rates of electronic bills (e-bills) have been modest at best. The good news is that the perceived barriers to consumer adoption can all be overcome and the timing is favorable for its acceptance. Biller organizations have long known that driving consumers to go paperless in billing transactions provides attractive cost savings, but recent research shows that paperless bill delivery through both biller direct and consolidated sites can make relationships with customers “stickier” – actually increasing retention and satisfaction rates.

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