Executive Summary (This is a document excerpt)

As annual growth rates for online bill pay slow, banks can no longer afford to focus solely on enrolling new users. They will realize the bottom-line benefit from their bill pay operations only when users are fully engaged in the service. To achieve this, banks must use a combination of hand-holding when the account is opened; new payee-switching technology; high-touch follow-up; and a business model that values bill pay activation more than enrollment.

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