AutoPay Enrollment Project

Monitronics Security, Customer Interaction & Lifecycle Manager
Project Intent
  • To increase the overall percentage of customers enrolled in AutoPay.

Audience
  • Active residential customers currently receiving paper statements.

Challenge
  • Research revealed: 64.5 customers enrolled in AutoPay, yet only account for 38 percent of total cancellations for the year.
  • Average MMR for AutoPay customers is $40.28 compared to the $38.86 of paper statement customers. 
  • Only 9.5 percent of AutoPay customers experience collection activity compared to the 37 percent of statement customers.
  • Customers falling out of AutoPay enrollment take an average of 82 days to re-enroll.
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Solution | Skills Contributed
  • Designated campaign participants and control group to conduct multivariate testing of various offers.
  • Added bill insert into statement envelope and bright red account notification for call center to make offer if customer called in.
  • Composed content and worked with design team and print vendor to create artwork, facilitated fulfillment and track results.
  • ​Results proved $1 off for one year and 50% off next bill earned highest rate of response.