Customer communications management at ISP with UniServe™ NXT platform

A premium segment Indian Internet Service Provider (ISP) used our CCM solution to improve the bill delivery cycle, attain faster revenue realization and reduce operational expenses. Enhancing the customer experience by sending personalized promotional offers was the need of the hour.

Challenges:

  • Unavailability of GUI based design tools for incorporating changes in bill layouts
  • Customer service representatives were unable to effectively answer customer queries
  • Incurring wastage costs on paper because of the inability of the existing system to suppress zero bill amounts
  • Existing application was incapable of inserting customized marketing messages and personalized messages on the customer bills

CCM at work:

  • They implemented the CCM solution and some of the key features included:
  • Multiple applications that previously catered to bill formatting, presentment and distribution have been replaced with the CCM solution
  • GUI-driven design enabled end users to consolidate, personalize and enrich customer documents like bills, statements, invoices, etc.
  • Business rules engine to send E-Statements, Itemized details and campaigns based on customer preference
  • Automated delivery of bills through multiple channels like white-mail, email and web

Business value delivered:

  • Reduction in 30% to 40% of the printing and stationery costs
  • Analytics on transaction data through the self-care portal helped enrich customer billing experience
  • Call resolution by CSR executives is faster and effective since they had the exact identical bills

A premium segment Indian Internet Service Provider (ISP) used our CCM solution to improve the bill delivery cycle, attain faster revenue realization and reduce operational expenses. Enhancing the customer experience by sending personalized promotional offers was the need of the hour.

Challenges:

  • Unavailability of GUI based design tools for incorporating changes in bill layouts
  • Customer service representatives were unable to effectively answer customer queries
  • Incurring wastage costs on paper because of the inability of the existing system to suppress zero bill amounts
  • Existing application was incapable of inserting customized marketing messages and personalized messages on the customer bills

CCM at work:

  • They implemented the CCM solution and some of the key features included:
  • Multiple applications that previously catered to bill formatting, presentment and distribution have been replaced with the CCM solution
  • GUI-driven design enabled end users to consolidate, personalize and enrich customer documents like bills, statements, invoices, etc.
  • Business rules engine to send E-Statements, Itemized details and campaigns based on customer preference
  • Automated delivery of bills through multiple channels like white-mail, email and web

Business value delivered:

  • Reduction in 30% to 40% of the printing and stationery costs
  • Analytics on transaction data through the self-care portal helped enrich customer billing experience
  • Call resolution by CSR executives is faster and effective since they had the exact identical bills

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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.