For most organizations, billing is one of the most frequent and trusted interactions with customers. But despite its importance, billing communication is often treated as a back-office output rather than a customer-facing experience. 

As a result, many organizations still deliver billing and account statements that are hard to read, slow to produce, and disconnected from the rest of the customer journey. This creates unnecessary service inquiries, limits the value of customer data, and introduces compliance risk, especially in regulated industries. 

Organizations face growing pressure to modernize billing and account communications as customer expectations and accessibility requirements evolve.

The challenge: Billing systems were not built for today’s customer expectations

Billing systems were designed to generate documents, not to communicate with customers. This can result in limited personalization, ultimately impacting customer experiences. 

From food to financial services, companies are struggling to stand out and retain customers against low-cost alternatives. In this environment, delivering exceptional post-sale experiences through personalization isn’t just important; it’s the secret ingredient for sustainable growth.

How personalization changes billing from output to interaction 

Personalized bills and account statements can deliver meaningful value across industries by turning routine communications into actionable insights.  

Across industries, this shift has practical impact:

Utilities 

Utilities are navigating decentralized energy models and changing consumption patterns. Personalized bills that include usage insights, comparisons, and alerts help customers better understand and manage their energy use, reducing peak demand and improving overall grid efficiency.

Insurance

Personalized statements create a more relevant customer experience for insurance policyholders by highlighting coverage gaps, policy changes, and cost-saving opportunities, helping them make informed decisions. 

Financial services 

Tailored account communications can provide insights into spending, saving, and borrowing patterns while increasing customer engagement and trust. 

Manufacturing 

Personalized invoices and delivery notes enable manufacturers to include cross-sell and up-sell opportunities through personalized product recommendations, QR codes for easy reordering, or limited-time offers.

A better approach to customer communications, directly from SAP 

OpenText™ Document Presentment for SAP Solutions enables regulated companies to generate and deliver highly personalized, compliant billing and account communications from within their SAP environments, including SAP S/4HANA®, SAP ECC, and SAP SuccessFactors®. 

Built for the cloud, the solution enables SAP business users to consolidate data from multiple systems and deliver consistent, governed customer communications across customer-preferred channels without adding IT complexity. 

Meeting accessibility and regulatory requirements 

With approximately 1 in 4 adults in the U.S. and 100 million people in the EU living with a disability, accessible billing is essential to equitable service delivery and regulatory compliance.

The European Accessibility Act (EAA) took effect in June 2025, expanding accessibility obligations across electronic communications.  

OpenText Document Presentment for SAP includes out-of-the-box document tagging capabilities to help organizations create ADA- and EAA-compliant billing statements. This helps reduce accessibility gaps common in legacy billing tools.  

Turning bills into a competitive advantage 

Billing communications are one of the few guaranteed touchpoints organizations have with every customer.  

OpenText Document Presentment for SAP Solutions enables organizations to deliver personalized, accessible, scalable, and governed communications, all from within SAP. 

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