The utility bill as an underused customer touchpoint
For most customers, the utility bill is hardly a source of enthusiasm. Yet because it arrives month after month, it is also one of the most predictable and consistent touchpoints between a utility provider and its customers. This makes it more than a mere payment request: it's an opportunity to build trust, provide convenience, and strengthen the relationship with customers.
This was also the central theme of the presentation by Benoît Craenenbrouck during BOOST25, Ferranti’s annual event for the utilities industry. You can rewatch his full session here.
An underused touchpoint
A bill can do much more than communicate an amount to be paid. For many utilities, however, it remains an underused touchpoint. In reality, it offers an opportunity to deepen customer relationships — not only by making the payment experience as smooth as possible, but also by sharing the company’s vision, sustainability initiatives or ongoing campaigns. In this way, the bill is no longer just a transaction, but also a way of involving customers more closely.
Reaching customers through the right channels
Not every customer views and pays their bill in the same way. Some still prefer paper, while others expect a digital solution. By offering the bill through the channel of their choice, it becomes a touchpoint that feels trustworthy and customer-friendly.
A good example is the direct delivery of invoices in the Payconiq by Bancontact app. This provides customers with certainty: they know the invoice is authentic and do not need to worry about phishing. At the same time, utilities can be confident that their bills reach customers safely and correctly, while also reducing the number of support questions about potentially fraudulent invoices.
Making payments seamless
The way customers pay their utility bill often shapes their entire experience. For many, it's the only direct point of contact with their supplier — which is why it must work flawlessly. When utilities prioritize ease of use, paying the bill no longer feels like a burden, but becomes effortless.
Some customers prefer to settle immediately via a QR-code, while others would rather schedule payment for the due date. Because energy bills typically return each month, they are particularly well suited for One-Click payments, allowing customers to confirm payment in a single click in the browser, without detours through a banking app.
For larger annual settlement bills, online self-service options that allow installment payments can also provide welcome relief.
By removing unnecessary hurdles, utilities improve customer satisfaction while at the same time ensuring better and more timely payment flows — with less administrative overhead.
A bill that resonates
Beyond delivery and payment, the content of the bill itself can make a significant difference. A standard invoice is often impersonal and purely functional. But with a few adjustments, it can become far more relevant: the right tone of voice (aligned with brand values), a clear and accessible layout, or a message tailored to the customer’s context all increase readability and perceived value.
By experimenting and using data, utilities can identify what truly works. The future lies in hyper-personalization: delivering the right message, via the right channel, at precisely the right time. This not only improves the customer experience but also increases the likelihood of timely payments.
From cost center to strategic asset
The utility bill can be so much more than a payment request. When used strategically, it becomes an opportunity to build trust, improve convenience, and strengthen customer relationships.
In doing so, the bill evolves from a cost center into a strategic asset — one that creates value month after month, customer after customer.
