A simpler path to secure, PCI-compliant utility payments

Paying an energy bill is one of the most common interactions customers have with their utility. Whether a customer is paying a monthly bill, setting up a payment arrangement or resolving a past-due balance, they expect the process to be secure, convenient and easy to navigate.

At the same time, utilities have significant responsibilities when it comes to protecting sensitive financial information. They must manage payment infrastructure, maintain integrations with billing and customer information systems, and keep pace with evolving security and compliance requirements.

For utilities already managing complex technology environments and increasing customer expectations, payment processing can add another layer of operational complexity.

Convey provides PCI-compliant payment solutions that help utilities securely accept payments while creating a simpler experience for both customers and internal teams.

The growing complexity of utility payments

Utility customers have more choices than ever when it comes to how they pay. They may pay through a utility website, mobile device, automated phone system, payment arrangement or another digital channel.

Behind each of those options is a complex network of billing systems, payment processors, customer information systems and security requirements.

Utilities also have to consider how sensitive cardholder data moves through their infrastructure and third-party providers. The Payment Card Industry Data Security Standard, or PCI DSS, establishes requirements for organizations involved in processing payment card information, and those requirements evolve over time.

Keeping payment environments secure and aligned with current standards can require significant time, technology and expertise.

PCI-compliant payments without the added infrastructure

Convey provides PCI-compliant hosted payment solutions designed to help utilities securely process transactions while reducing the amount of sensitive cardholder data handled within their own infrastructure.

Our hosted payment environment is purpose-built to securely process transactions and keep cardholder data off a utility’s infrastructure. This can reduce the amount of payment-related technology and data utilities need to manage themselves.

For utility IT and payment teams, that can mean less infrastructure to maintain and fewer payment security responsibilities to manage internally.

It also gives utilities an opportunity to focus their resources on improving the broader customer experience rather than maintaining payment infrastructure.

One payment experience across channels

Customers do not think about the systems behind their utility payment. They simply expect the process to work.

They may want to pay online from their phone, use a utility’s website from a computer or make a payment by phone. Regardless of the channel, they expect a secure and consistent experience.

Convey’s payment solutions support web, mobile and phone payment experiences while integrating with major software platforms and payment processing providers.

This allows utilities to connect payment capabilities with the systems they already rely on while giving customers more convenient ways to complete transactions.

Making payments easier for customers

A utility payment is more than a financial transaction. It is part of the ongoing relationship between a utility and its customers.

When payment experiences are difficult to navigate, require unnecessary steps or feel disconnected from other utility interactions, they can create frustration and additional demand on customer service teams.

Modern payment technology can help utilities make the process more straightforward. Customers can access convenient payment options while utilities maintain the security and controls required to protect sensitive financial information.

The goal is simple: make it easier for customers to pay while making payment management easier for utilities.

Security and customer experience can work together

Utilities should not have to choose between a secure payment environment and a convenient customer experience.

Hosted payment solutions can help bring both priorities together. By moving payment infrastructure and sensitive cardholder data into a dedicated environment, utilities can reduce the complexity of managing payment security internally while providing customers with familiar digital and phone payment options.

That becomes increasingly important as customers compare their utility experiences with the digital experiences they receive from banks, retailers, delivery services and other organizations.

The expectation is no longer simply that a utility will accept a payment. Customers expect the entire process to be secure, intuitive and convenient.

Expanding Convey’s payment capabilities

Convey’s expanded payment capabilities build on the company’s acquisition of Selectron, bringing secure payment technology together with Convey’s broader customer engagement capabilities for utilities.

For utilities, this creates an opportunity to connect payments with other important customer interactions. Payment capabilities can work alongside communications, billing information, service notifications and other customer journeys rather than operating as a completely separate experience.

This broader approach can help utilities create more connected customer experiences while reducing the complexity of managing multiple engagement technologies.

A simpler approach to utility payments

Utilities have a responsibility to protect customers’ sensitive financial information. They also have an opportunity to make one of their most frequent customer interactions easier and more convenient.

Convey’s PCI-compliant payment solutions help utilities address both priorities.

With secure hosted payment infrastructure, support for multiple payment channels and integrations with existing systems, Convey helps utilities reduce the operational complexity of payment processing while giving customers a more convenient way to pay.

As utilities continue modernizing the customer experience, payments should be part of that transformation. The right payment technology can help utilities protect sensitive information, reduce internal complexity and create an experience customers expect from a modern utility.

Frequently asked questions about Convey’s payment capabilities for utilities

What is PCI compliance for utility payment processing?

PCI compliance refers to meeting the security requirements established by the Payment Card Industry Data Security Standard (PCI DSS) for organizations that store, process or transmit payment card information. For utilities, PCI compliance is an important part of protecting customers’ financial information and maintaining secure payment processes.

Is Convey PCI-compliant?

Yes. Convey provides PCI-compliant hosted payment solutions designed to help utilities securely accept customer payments while reducing the amount of sensitive cardholder data handled within their own infrastructure.

How does Convey help utilities with PCI compliance?

Convey provides hosted payment infrastructure designed to securely process transactions and keep sensitive cardholder data off a utility’s infrastructure. This can reduce the amount of payment-related technology and data the utility needs to manage internally.

What types of utility payments can Convey support?

Convey’s payment solutions can support common utility payment needs, including bill payments and other customer transactions. Payment capabilities can be integrated with the billing and software systems utilities already use.

Can utility customers make payments online and by phone?

Yes. Convey supports payment experiences across web, mobile and phone channels, giving customers convenient options for paying their utility bills.

Why should utilities use a hosted payment solution?

A hosted payment solution can help utilities reduce the infrastructure and security responsibilities associated with managing payment processing internally. By hosting payment technology and keeping sensitive cardholder data outside of the utility’s infrastructure, utilities can reduce operational complexity while maintaining a secure payment experience.

Does Convey integrate with utility billing systems?

Convey’s payment solutions offer integrations with major software platforms and payment processing providers, helping utilities connect payment capabilities with the systems they already use.

How can modern payment processing improve the utility customer experience?

Modern payment processing can give customers convenient and consistent ways to pay across web, mobile and phone channels. A simpler payment experience can reduce friction for customers and help utilities create a more connected overall customer journey.

How does Convey’s acquisition of Selectron expand its payment capabilities?

Convey’s acquisition of Selectron expanded its capabilities in secure payments and utility technology. These capabilities complement Convey’s customer engagement solutions, giving utilities a broader set of tools for managing important customer interactions.

Can utilities reduce the burden of managing payment security internally?

Yes. Convey’s hosted, PCI-compliant payment solutions are designed to reduce the amount of payment infrastructure and sensitive cardholder data utilities need to manage internally. This can help utility teams spend less time managing payment technology and more time supporting their broader customer experience strategy.