Digital transformation of B2B customer experience

A Leading telecom service provider in UK having extensive enterprise lines of business and operating across 30 countries wanted to digitally transform their enterprise customer experience. Their existing IT systems were not equipped to meet the challenges. They needed a solution which addressed their operational inefficiencies and customer dissatisfaction. We helped them in redefining their processes to gain sustainable competitive advantage.

B2B Customer Experience Management solution:

The B2B Customer Experience Management solution is a unified digital enterprise customer experience solution that enabled the service provider distinguish their services and save millions in costs from streamlined operations. The solution enabled enhanced customer retention because of its powerful analytics and service management capabilities.

Scope of the solution:

  • Unified platform for enhanced digital customer experience without having to rip and replace their existing systems  
  • Single formatting application that ensures consistency in Omni-channel communication
  • Single application for presentment, reporting & analytics bringing in operational efficiency
  • Comprehensive analytics portal for greater visibility and control for enterprise customers

Benefits Delivered:

The B2B Customer Experience Management solution delivered four million GBP Opex savings per annum for that telecom service provider.

  • Enhanced customer experience and customer retention
  • Enterprise customer is in greater control of their telecom services
  • Swift response to service requests
  • Consistent Omni-channel experience Reduced costs
  • Streamlined operations resulting in savings of 4 million GBP in the 1st year of implementation
  • Lower customer support costs due to reduced traffic to call centers
  • Greater customer adoption of digital platforms eliminating the need for paper bills and postal expenses
  • Improved revenues
  • Account managers are focused on targeted up-selling and cross-selling
  • Contained revenue leakage with streamlined collections process

A Leading telecom service provider in UK having extensive enterprise lines of business and operating across 30 countries wanted to digitally transform their enterprise customer experience. Their existing IT systems were not equipped to meet the challenges. They needed a solution which addressed their operational inefficiencies and customer dissatisfaction. We helped them in redefining their processes to gain sustainable competitive advantage.

B2B Customer Experience Management solution:

The B2B Customer Experience Management solution is a unified digital enterprise customer experience solution that enabled the service provider distinguish their services and save millions in costs from streamlined operations. The solution enabled enhanced customer retention because of its powerful analytics and service management capabilities.

Scope of the solution:

  • Unified platform for enhanced digital customer experience without having to rip and replace their existing systems  
  • Single formatting application that ensures consistency in Omni-channel communication
  • Single application for presentment, reporting & analytics bringing in operational efficiency
  • Comprehensive analytics portal for greater visibility and control for enterprise customers

Benefits Delivered:

The B2B Customer Experience Management solution delivered four million GBP Opex savings per annum for that telecom service provider.

  • Enhanced customer experience and customer retention
  • Enterprise customer is in greater control of their telecom services
  • Swift response to service requests
  • Consistent Omni-channel experience Reduced costs
  • Streamlined operations resulting in savings of 4 million GBP in the 1st year of implementation
  • Lower customer support costs due to reduced traffic to call centers
  • Greater customer adoption of digital platforms eliminating the need for paper bills and postal expenses
  • Improved revenues
  • Account managers are focused on targeted up-selling and cross-selling
  • Contained revenue leakage with streamlined collections process

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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.