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.
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.
- 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.