75 percent of payers are responding to member and business demand by adding new billing and payment options. As they make transformational changes payers will focus on centralizing and simplifying. The remaining quarter of payers will sacrifice enrollment and retention by following RadioShack’s example of not changing as fast as the market. To help you create a more engaging and efficient future we conducted in-depth surveys of members and payers. They shared their plans for the most important moment in the relationship – billing and payment.