Integrated Payables: Raising the Bar on Customer Experience

by Alenka Grealish, June 15, 2017
Vendor Reviews
North America


The time is ripe to invest in integrated payables with demand and supply aligning.

Celent has released a new report titled Integrated Payables: Raising the Bar on Customer Experience. The report was written by Alenka Grealish, a Senior Analyst with Celent’s Banking practice.

With demand and supply aligning, the time is ripe to invest in integrated payables. Given banks’ increasing drive to differentiate, Celent expects the adoption of integrated payables to increase from around 3% of total B2B addressable payments value in 2016 to nearly 6% by 2020.

“Supply,” the ability to deliver reliable, results-driven (i.e., migration from check to e-payments and material cost savings) solutions to small and mid-market companies has been proven. “Demand” from companies has been not only unmet, but also is now increasing, driven by rising fraud exposure and cybersecurity risks, increasing payments complexity, and pressure to operate more efficiently.

A successful partner selection process is part art and part science. The art is in judging how collaborative and flexible the partner is in areas such as integration with the bank and revenue sharing. The science is being as data-driven as possible.

“For banks, the strategic key to success is shifting from selling product to embedding their services in the financial workflow of their customers. An integrated payables offering can be their catalyst,” commented Grealish.

“The time is nigh to invest in digitizing the financial supply chain because it will be hard to displace early movers,” she added.

Celent is a research and advisory firm dedicated to helping financial institutions formulate comprehensive business and technology strategies. Celent publishes reports identifying trends and best practices in financial services technology and conducts consulting engagements for financial institutions looking to use technology to enhance existing business processes or launch new business strategies. With a team of internationally based analysts, Celent is uniquely positioned to offer strategic advice and market insights on a global basis. Celent is a member of the Oliver Wyman Group, which is a wholly-owned operating unit of Marsh & McLennan Companies [NYSE: MMC].

Media Contacts

North America
Michele Pace
Tel: +1 212 345 1366

Europe (London)
Chris Williams
Tel: +44 (0)782 448 3336

Asia (Tokyo)
Yumi Nagaoka
Tel.: +81 3 3500 3023

Table of Contents

Executive Summary



Key Research Questions


Mapping the Models in Integrated Payables



File-Based Online Model



Buyer-Supplier Network Model



Accounts Payable Integration Model


Integrated Payables: Breakthrough in Improved Customer Experience



Driving Improved Experience and Performance



The Crux of E-Payment Adoption in the US


Leading Integrated Payables Technology Providers



File-Based Online



Buyer-Supplier Network



Accounts Payable Integration


Path Forward


Leveraging Celent’s Expertise



Support for Financial Institutions



Support for Vendors


Related Celent Research


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