Canada Post Strike Drives Need for Paperless Solutions

In November 2024, Canada Post faced significant disruptions when the Canadian Union of Postal Workers (CUPW) issued a strike notice, leading to nationwide delays. The strike began on November 15 and stretched into December before the federal Minister of Labor intervened with a return-to-work order on December 17. While operations are gradually stabilizing, the backlog of undelivered mail continues to create challenges for Canadians, especially those who rely on traditional mail for utility bills. Fortunately, electronic billing (e-billing) offers a reliable solution to bypass the uncertainty. 

The Challenges of Paper Billing

Despite a more than 50% increase in e-billing adoption since 2018, many customers prefer to receive paper bills. According to KUBRA’s Utility Consumer Billing and Payment Report 2023,  the top reasons include:

• Ease of review (35% of consumers)
• Serving as a reminder (28%)
• Concerns about missing payments with digital options (21%)

Postal strikes expose the risks of depending on traditional mail. Delays can lead to missed payments, late fees, or even service interruptions, which are unnecessary burdens during an already busy time of year. Shifting to e-billing eliminates these risks while offering convenience, security, and speed. 

Supporting a Transition to Digital 

Events like the Canada Post strike present a unique opportunity to encourage customers to switch. Here are some practical strategies to promote e-billing: 

Giving Back Through E-Billing

The holiday season is a time of generosity, and many customers are more willing to give back. Some utility companies successfully promote paperless billing by tying it to charitable donations. For every new e-billing sign-up, consider donating to a designated foundation or cause. This approach creates a win-win situation for customers and their communities while encouraging the transition to a more secure and efficient billing solution.  

Engage Customers Digitally

Winter months often mean more time spent online shopping for gifts or scrolling through social media. Use this opportunity to share timely, engaging content about paperless billing:

• Create quick, how-to videos that demonstrate the simple steps for signing up. 
• Post messages across social platforms highlighting paperless billing as the easy solution to avoid postal delays. 
• Use email campaigns to explain the benefits of e-billing and how it ensures bills are delivered securely and on time.

Get Your Customer Service Team Involved

With mail delays, customers may contact your call center with questions about their bills. This is the ideal moment for your team to promote paperless billing. Give your customer service representatives a script that:

• Acknowledges the challenges caused by postal strikes.
• Highlights the reliability and convenience of e-billing.
• Guides customers through the simple sign-up process.

Switch To E-Billing Easily With KUBRA

The recent Canada Post strike reminds us of the importance of reliable, secure billing solutions. E-billing is more than a way to avoid mail delays. It is a step toward a faster, more convenient, and secure billing experience. Now is the perfect time to encourage your customers to adopt this change. By offering digital solutions that address their concerns and highlight the benefits of e-billing, you can ensure they never miss a payment, no matter what challenges arise. 

KUBRA is guiding utilities nationwide in their transition to e-bills. Chartwell's 2024 Billing Industry Benchmark survey shows that 23% of companies choose KUBRA for e-bill creation and distribution. KUBRA’s iDoxs® Suite, with features like Secure Email Delivery, offers a streamlined, secure e-bill solution that enhances customer engagement and operational efficiency. Customers benefit from password-protected bills with straightforward, secure payment options, eliminating the need for complex web portal logins. By partnering with KUBRA, utilities can effectively navigate disruptions, transforming potential challenges into strategic opportunities.