360 view of the customer
Challenges
Multiple applications sending multiple communications to one customer
  • No holistic view of customers across lines of businesses (mobile, fixed line, broadband, etc )
  • IT infrastructure with complex network of processes, escalating costs and manual dependencies to deliver communications through multiple distribution channels
  • Higher operational costs due to IT resource dependency for intensive change management and mail finishing
  • Downstream applications like CRM and collections do not have consistent view of customer bills resulting in long call-handling times and high customer disputes
  • E- Adoption rates of customers to digital mediums are low; only 10% of the subscribers opt for e-delivery and make online payments. Source: Finextra Research
  • Today‚Äôs diverse customer base requires a balanced network of distribution channels that work together fluidly
  • Need personalized communication to provide relevant customer experience