U.S. Financial Institutions Will Spend Over $1 Billion on Online Bill Payment Solutions by 2010

Offering free online bill payment solutions to retail banking customers will cost the financial services industry $1 billion (USD) by 2010, according to TowerGroup estimates. This aggregate amount represents spending on the portion of the service that financial services institutions (FSIs) outsource. While financial institutions traditionally accepted this expense as a cost of doing business, the “soft” revenue associated with online bill pay (enhanced customer retention, cross-sell opportunities, reduced call center activity, and higher profitability of online bill payment users) no longer compensates for the “hard” dollars institutions must spend to facilitate it.

TowerGroup defines an expedited payment as one that posts within 24 hours or same day, with the ultimate solution in real time. TowerGroup predicts that by 2010 payments posted within 24 hours of coming due will generate $40.7 million in revenue for financial services institutions, offsetting approximately 4 percent of that year’s online bill pay costs.

Although expediting payments can present many challenges for financial institutions, TowerGroup believes that today’s economic climate and credit-score focused consumers will welcome this new solution. By collaborating with online bill payment processors and online bill payment solution providers, expedited payments can become a source of sustainable recurring revenue.