I think a multi-pronged approach will get the best results. Make it easy for customers to choose the paperless option and communicate those choices in a variety of ways.

 

For new accounts I'd recommend making electronic delivery the default. If new customers want to receive paper bills or statements they'll have to specifically choose that delivery channel.

 

To convert existing accounts, ask customers at every opportunity - on the phone when they contact customer service, on the web when they visit your home page, or (especially) when they access their accounts online. Inserts, statement messages, and outside envelope printing may also contribute to some degree. Of course you could make electronic delivery the default for existing customers too. This requires a great deal of advance notice and the gathering of email addresses to use in notification.

 

You may consider some sort of positive incentive to turn off paper, such as entries into sweepstakes, monthly discounts, or invitation to special events. You might tie into other corporate environmental sustainability initiatives by using some of the money saved to support specific green projects. Negative incentives, such as charging extra for paper have sometimes been met with strong customer resistance so you need to be careful there.

 

Customers love choices, so a selective approach that lets customers get paper on some documents but electronic on others can increase participation over "all or nothing" plans.

 

Also, take a look at Zumbox as a delivery channel to augment your in-house electronic delivery facilities. Zumbox costs almost nothing to implement, uses the postal delivery address rather than email, and you only pay for those customers who actually view their documents online, which of course is the desired result.

 

CLICK HERE to read about some more reasons I think Zumbox can help convert more customers to paperless.