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

‍