A digital first approach to enhance CX

The CCM solution built on UniServe™ NXT platform helped a leading bank to aggressively cater to digital customer expectations by digitalizing customer facing processes in the shortest possible time.

Business challenges faced by the bank:

  • Low e-mail penetration level as communication was predominantly print and static e-mail, hence increased operational overheads with multiple applications being used for multi-channel communications
  • Low scope for personalization
  • High operational costs for printing and distribution
  • Unavailability of a single view of communications to internal stakeholders
  • Unavailability of content approval workflow to check the compliance, marketing messages
  • Delayed SLAs of sending communications and lost opportunity to improve revenue

Benefits of using the CCM Solution:

  • Personalized marketing messages on statements improved revenues from up-sell and cross-sell
  • Improved e-adoption rates and self-help strategy led to 20% reduction in call centre volumes
  • Reports integrated with CRM for reduced call handling time
  • Parameterized password - A secure statement has all the features of a web portal and is delivered through an

Email with password protection

  • Enabling Digital Signatures for all communications
  • Improved revenue through personalized marketing messages based on Data Analytics derived from demographics, transaction history and capturing customer feedback
  • Differential experience based on customer segmentation

The value delivered:

  • 100% email penetration saving costs of up to 90 crores per month
  • Processes 26 million interactive communications sent per month
  • Savings on Printing and Courier Costs of 28 Lacs/Annum

For more than a decade, our clients have used our digital business solution to create new and valuable customer experiences. The CCM solution built on UniServe™ NXT has consistently catered to enterprise communications needs across multiple verticals – telecom, banking, insurance, government, utilities, and many others.

The CCM solution built on UniServe™ NXT platform helped a leading bank to aggressively cater to digital customer expectations by digitalizing customer facing processes in the shortest possible time.

Business challenges faced by the bank:

  • Low e-mail penetration level as communication was predominantly print and static e-mail, hence increased operational overheads with multiple applications being used for multi-channel communications
  • Low scope for personalization
  • High operational costs for printing and distribution
  • Unavailability of a single view of communications to internal stakeholders
  • Unavailability of content approval workflow to check the compliance, marketing messages
  • Delayed SLAs of sending communications and lost opportunity to improve revenue

Benefits of using the CCM Solution:

  • Personalized marketing messages on statements improved revenues from up-sell and cross-sell
  • Improved e-adoption rates and self-help strategy led to 20% reduction in call centre volumes
  • Reports integrated with CRM for reduced call handling time
  • Parameterized password - A secure statement has all the features of a web portal and is delivered through an

Email with password protection

  • Enabling Digital Signatures for all communications
  • Improved revenue through personalized marketing messages based on Data Analytics derived from demographics, transaction history and capturing customer feedback
  • Differential experience based on customer segmentation

The value delivered:

  • 100% email penetration saving costs of up to 90 crores per month
  • Processes 26 million interactive communications sent per month
  • Savings on Printing and Courier Costs of 28 Lacs/Annum

For more than a decade, our clients have used our digital business solution to create new and valuable customer experiences. The CCM solution built on UniServe™ NXT has consistently catered to enterprise communications needs across multiple verticals – telecom, banking, insurance, government, utilities, and many others.

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Unleash the power of interactive billing and enhance CX

One brand, one voice, and one cohesive digital experience. Consumers today demand more from their utility providers. They desire highly customized experiences as well as assistance in comprehending usage and billing rates that are becoming ever more complex.

As a utility industry, all you need is to go digital. And our Customer Communication Management platform enables you to get the best out of digital transformation by leveraging the power of digital customer engagement. This is how our platform helps your business grow.

Boost engagement

With the help of our platform, statements that are typically boring and difficult to understand are made understandable, resulting in a memorable customer experience.

Elevated CX

Personalized video creates memorable and engaging experiences at every customer journey stage. You can add a human touch to your customer service and prevent billing shock with interactive videos. This creates a rich 1:1 customer experience (CX) and improves understanding of complicated billing components. All of these result in an elevated CX and active customer engagement.

Sustainable Initiative

Energy efficiency and costs are important to consumers. A lack of individualized information prevents many people from implementing new rate plans or energy efficiency initiatives. Take advantage of the chance to digitally contact customers with individualized usage notifications and suggestions for energy-saving measures.

Quicker resolution

Our platform offers comprehensive communication and connects customer service, utility billing, and home services, assisting in the quicker resolution of customer issues and the expansion of value-added services. Your revenue soars, and interaction is now a part of your bills.

With almost three decades of experience developing strategic digital solutions for our clients, we know how to use interactive video to make highly effective digital experiences for the utility sector. To know more, watch the video.