Case Study: Bank of the West boosts mobile bill pay convenience with Top Image Systems

Bank of the West Seeks to Cement Loyalty with Mobile Photo Bill Pay

Bank of the West sought to enhance customer loyalty and satisfaction by making mobile bill payment easier. Their challenge was that typing bill payment details on a smartphone was difficult, which hampered adoption of a service known to increase customer retention. To solve this, the bank partnered with vendor Top Image Systems, integrating its mobile photo bill pay technology into their existing Fiserv mobile banking app.

The solution from Top Image Systems used on-device optical character recognition to let customers pay bills by photographing them, providing real-time feedback and high accuracy. This innovation led to positive customer feedback, changing payment habits and creating "wow" moments. While specific metrics were not provided, the bank reported that the feature reinforced the strong customer retention benefits associated with online bill pay and was a key part of their strategy to compete with larger banks and tech disruptors.

Bank of the West

Jamie Armistead

Executive vice president of digital channels