Third largest telecom company in the world implements Customer Identity Management solution for enhanced customer experience and compliance needs

This global telecom was looking at a solution where they could increase customer experience and also adhere to statutory compliances. TRAI regulations mandate that a subscriber should not have more than a stipulated number of connections within a specific telecom circle. Customer information on the other hand is captured by multiple systems operating in silos and manual data entry resulting in possible inconsistencies in information.

Challenges:

  • Missing, conflicting, corrupted information and data entry errors to match customer information
  • Ever growing customer subscriptions complicating the de-duplication process
  • Businesses need to check with lists of blacklisted customers and National Do Not Call (NDNC) prior to onboarding
  • Parameters like name, addresses etc., being captured differently at each customer interaction

Solution at work:

  • Real-time standardization of legacy data: Cleansing to eliminate duplication and other redundancies in customer information
  • Online de-duplication for establishing existing connections; successful de-dupe check results in trigger being sent to CRM for service activation, otherwise the application is rejected and the distributor is informed.

Business value:

  • 100% compliance to Telecom Enforcement, Resource and Monitoring (TERM) Cell and TRAI regulations of data de-duplication
  • Single view of customers across Lines of Business resulting in targeted communication and greater user experience
  • Consolidated communication of multiple subscriptions across Lines of Business
  • Reduced costs and improved operational efficiencies of customer communication

This global telecom was looking at a solution where they could increase customer experience and also adhere to statutory compliances. TRAI regulations mandate that a subscriber should not have more than a stipulated number of connections within a specific telecom circle. Customer information on the other hand is captured by multiple systems operating in silos and manual data entry resulting in possible inconsistencies in information.

Challenges:

  • Missing, conflicting, corrupted information and data entry errors to match customer information
  • Ever growing customer subscriptions complicating the de-duplication process
  • Businesses need to check with lists of blacklisted customers and National Do Not Call (NDNC) prior to onboarding
  • Parameters like name, addresses etc., being captured differently at each customer interaction

Solution at work:

  • Real-time standardization of legacy data: Cleansing to eliminate duplication and other redundancies in customer information
  • Online de-duplication for establishing existing connections; successful de-dupe check results in trigger being sent to CRM for service activation, otherwise the application is rejected and the distributor is informed.

Business value:

  • 100% compliance to Telecom Enforcement, Resource and Monitoring (TERM) Cell and TRAI regulations of data de-duplication
  • Single view of customers across Lines of Business resulting in targeted communication and greater user experience
  • Consolidated communication of multiple subscriptions across Lines of Business
  • Reduced costs and improved operational efficiencies of customer communication

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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.