CASE STUDY ANALYSIS:
Case: Fiserv Takes on the e-Billing Market: How Can We Get
Them to Turn Off Paper?
INTRODUCTION:
Fiserv, a pioneer in electronic payments, would like to increase the number of consumers who
receive bills electronically. Currently, adoption is relatively low. To help guide their efforts,
Fiserv managers have done extensive customer research and have segmented the market based
on customer perceptions of e-billing. Fiserv competed in several markets: It was the US market
leader in core processing services and largest independent U.S check processor. It became the
leading U.S internet banking services provider and leader in bill payment and presentment
services when it acquired Checkfree in December 2007. The company’s 2008 revenue were
$4.74 billion, with a net income of $537 million.
DEFINING THE PROBLEM OR OBJECTIVE:
