Improved and cost-effective customer communications at one of the Indian TSP

Indian broadband and telecommunications service provider realised that the growing competition made personalized and efficient customer communication a critical factor.

Challenges:

  • Incorporating design changes in bill layouts posed a huge challenge in terms of time, skill and coding effort on the operations.
  • The legacy system could not support advanced printing options which translated into higher printing costs.
  • Bills were manually sorted and sent for distribution since electronic bill sorting was not possible in the legacy system, resulting in inaccurate distribution in addition to higher manpower costs.

Solution:

The solution provided the TSP with a unified remedy that seamlessly integrated with the existing core billing application and other databases to present current and correct information on the bills.

Business value:

  • The solution created a central repository of PDF files, which can be accessed by CRM self-care, and other users. It obviated data duplication and, thus resulted in a reduction in storage costs.
  • Reduced dependency on manpower to sort bills (according to various criteria like sorting bills according to Post code and sorting bills of new subscribers for inserting welcome letters) resulted in lowering of distribution costs and more.

Indian broadband and telecommunications service provider realised that the growing competition made personalized and efficient customer communication a critical factor.

Challenges:

  • Incorporating design changes in bill layouts posed a huge challenge in terms of time, skill and coding effort on the operations.
  • The legacy system could not support advanced printing options which translated into higher printing costs.
  • Bills were manually sorted and sent for distribution since electronic bill sorting was not possible in the legacy system, resulting in inaccurate distribution in addition to higher manpower costs.

Solution:

The solution provided the TSP with a unified remedy that seamlessly integrated with the existing core billing application and other databases to present current and correct information on the bills.

Business value:

  • The solution created a central repository of PDF files, which can be accessed by CRM self-care, and other users. It obviated data duplication and, thus resulted in a reduction in storage costs.
  • Reduced dependency on manpower to sort bills (according to various criteria like sorting bills according to Post code and sorting bills of new subscribers for inserting welcome letters) resulted in lowering of distribution costs and more.

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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.