India’s third largest mobile operator improves customer experience with Customer Communications Management solution

The main challenge was managing customer communications across multiple output channels (white mail, email, SMS, Fax, etc) which was proving to be tedious, expensive and time consuming.

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Solution at work:

• CCM solution helped unify the various processes to create a single process which catered to the respective modes of delivery.
• Helped to achieve business process unification and eliminated cost-islands, bottlenecks, and inefficiencies by enabling rapid, end-to-end, multi-modal customer communications.

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Value Delivered

• The service provider is now able to deliver consistent billing experience across all communication channels backed by insightful customer analytics.
• Achieve customer centricity and improved customer satisfaction.
• Enabled in creating, producing, and managing the delivery of personalized communications, which helped reinforce their brand as a company that provides quality service to its customers.

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