Communication Media

Customers

Case studies of how we helped our clients to improve their customer experience

1. Digital Customer onboarding helps a leading TSP reduce onboarding time from days to minutes

A Government owned Telecom Service provider having PAN India presence implements the digital onboarding solution with digital KYC for faster enrolment and 100% compliance. The main challenge was that the TSP was working in silos and it was increasingly complex to ensure compliance to changing gov  [...]


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2. Improved operational efficiency for the third-largest private sector bank in India with UniServe™ NXT

The bank wanted to deliver exceptional digital capabilities in the shortest time possible and with zero escalations. This became a strategic priority during the Covid-19 pandemic crisis.

Their main objectives were:

  • To enhance customer service and reduce operational cost  [...]


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3. ‘Transformation of Customer Communication Management Technology’ with a cloud-based robust CCM solution

India’s fourth largest private sector bank with a growing and extensive branch banking network of over 1000+ Branches and 1,800 ATMs implements CCM solution built on UniServe™ NXT platform. I  [...]


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4. A digital first approach to enhance CX

The CCM solution built on UniServe™ NXT platform helped a leading bank to aggressively cate  [...]


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5. Fastest registration of subscribers to ace the Indian telecom market in quickest time with next-gen onboarding solution

Fastest growing Telecom Service Provider in the world which provides wireless 4G LTE service network and is the only Voice over LTE operator in the country with coverage across all 22 telecom circles in India implemented the View-->
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6. Improved agility with a centralized and automated alerts & notifications solution

A leading TSP aimed to establish high standards of customer experience by providing consistent, personalized and interactive communications. From Onboarding, sending notifications of usage, billing information, to tracking of service requests, all communications were centralized through a single  [...]


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7. Enhance citizen services with Citizen Services Management Solution built on UniServe™ NXT

Citizen Services Management Solution, a comprehensive data capture and dissemination application built on UniServe™ NXT Platform helped the Revenue Department to digitalize the complex Income Tax Returns filing process.

The revenue department of the country with more than 14 million t  [...]


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8. Improve Business-Critical Contract Management Processes with UniServe™ NXT

The objective:

  • The objective was to standardize templates, enforce approval policies, define SLA terms and capture SLA data from contractors.
  • With a vast array of information existing in disparate back-end systems, the TSP was looking for a solution that can readily aggregat  [...]


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9. Improve CX and optimize expense with CCM solution hosted on cloud

One of the pioneers and world leaders in mobile satellite communications, has been powering global connectivity for four decades implements our CCM solution to enhance customer experience. They provide governments, c  [...]


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10. Improve CX and optimize expense

One of the second largest Swiss telecommunications provider based in Zurich with an extremely large customer base implements our Order Management Solution to automate processes and reduce order fall  [...]


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11. Single platform integrating multiple systems for improved efficiency

The LIS solution built on UniServe™ NXT platform streamlines business and information processes, enables paperless transactions (or less paper) and process automation that gives the freedom to create, manage, scale and evolve rapi  [...]


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12. UniServe™ Dox - A single platform, integrating multiple systems

The platform enabled the streamlining of business and information processes, go paperless (or less paper) and enabled process automation that replaced the three main bar-related operating legacy systems of the Supreme Court and created an online facility in the Judiciary Portal where applicants cou  [...]


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13. Deliver a competitive edge with digitalizing of customer onboarding experience

A leading Nigerian telephone company was looking at onboarding customers the fastest and efficient way.

Objective- To create a seamless onboarding customer experience to ace the Nigerian telecom market.

Challenges: The TSP was not equipped to do the following

14. Personalize customer communications across all channels with UniServe™ NXT

The main challenge here was to use the opportunity of customers heightened expectations in terms of control or transaction in customize more content with personalized messages and emails.

Solution at work:

15. Enhanced subscriber experience with Digitalization of Customer Onboarding

The telecom aimed to digitalize the entire customer life-cycle management starting with a compelling onboarding experience through an integrated platform.

The challenges the TSP faced were

  • The issue Non-compliance to regulations and trouble with customer data silos
  •   [...]


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16. B2B Customer Experience Management

UniServe™ NXT platform based B2B customer experience management solution helps you gain a complete view of your customers by bridging data and process silos. Easily configure UniServe™ NXT to bring together multiple people, processes, and applications to serve enterprise customers across various  [...]


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17. Automated pre-bill audit system to improve customer satisfaction of the largest wireless carrier in USA

Intense Technologies implemented a pre-built audit system for the service provider to automate the pre-bill audit process and reduced their bill audit turnaround time by 99%.

Challeng  [...]


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18. Boosting operational productivity and service activation with Document Management System

The insurance company chose the Document Management System solution built on UniServe™ NXT to automate all the processes that lead to application filing and a  [...]


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19. Customer communications management at ISP with UniServe™ NXT platform

A premium segment Indian Internet Service Provider (ISP) used our CCM solution to improve the bill delivery cycle, attain faster revenue realization and reduce operational expenses. Enhancing the  [...]


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20. DTH service provider optimized their business process using Document Management System built on UniServe™

The DTH service provider implemented the Document Management System (DMS) solution for their Legal and Regulatory System to manage the entire lifecycle of different types of content, including documents (paper/electronic) and images.   [...]


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21. Automated response management and efficient customer service with UniServe™

  • Turnaround time for complaints / requests / queries (CRQ) was brought down to 4 hours from 24 hours
  • Average response time for each CRQ was reduced to 30 minutes
  • Over 50000 CRQ’s of customers from all non-voice channels were responded on a daily basis across 14 lines o  [...]


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22. 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. View-->
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23. Next-gen Onboarding Solution

Onboarding customers is the first step in starting the customer relationship, and the Fastest growing Telecom Service Provider in the world wanted to deliver the fastest and an efficient onboarding experience to ace the Indian Telecom market.

Challenges faced by the telecom:


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24. TSP Optimized operations, reduced TCO and improved marketing messaging with UniServe™

With more than 100 million subscribers, the third largest TSP in the world and also the largest cellular service provider in India offers mobile, broadband, telephone and enterprise services across all 23 telecom circles in India. Our CCM solution built on View-->
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25. 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 t  [...]


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26. CCM solution delivers cost-effective, multichannel communications of IT returns to the citizens of India

The Income Tax department is a government body, an arm of the Central Board of Direct Taxes, of Department of Revenue in Ministry of Finance, India. The year 2000 saw an overhaul of the department with stress on computerization to improve efficiency and deal with increasing workload.

The   [...]


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27. Fastest growing telecom company in the world leveraged our Customer Engagement Hub to improve productivity

The Telecom service provider (TSP) operating as a subsidiary of one of the largest publicly traded companies by market capitalization in India aims to revolutionize the Indian telecom service industry by providing the lowest cost LTE services across 800 cities in India.

They wanted to est  [...]


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28. Delivering consistent customer communications and elevating brand image with UniServe™

A communications service provider in Hungary belonging to the group of second largest service provider in the world in terms of subscriber base was the first telco operating in the DCS-1800 band in the country. The company now is the third largest mobile network operator of the country with more   [...]


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29. 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  [...]


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30. Indian TSP installed pre-bill audit system to contain customer discontent, caused by erroneous billing

This leading Indian telecom company, with operations all over India (divided into 22 different geographical telecom circles), has been a market leader for years in the fixed wireless telephony segments, serving over 10 million post-paid customers in more than 410,000 towns and villages across the  [...]


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31. Mexican telecom service provider redefined their B2B Customer Experience

The Telecom Service Provider, with a vast enterprise customer base, knew that this segment contributed significantly to their revenue and was looking for a solution that would enable them to enhance View-->
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32. Digital Marketing solutions curated for Banks through UniServe™ NXT

This global leader in consumer finance with more than 118 million satisfied customers, entered into a joint venture with a leading local Indian Bank to provide customized financial services.

Challenges faced:

  • E-mail penetration was very low at 18% of the total subscriber   [...]


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33. India’s third largest mobile operator implements Customer identity management solution to adhere to statutory requirement

This TSP with a network of over 100,000 2G and 3G cell sites, spread across over 55,000 towns in India had some major concerns as-

  • Adherence to regulatory requirements of customer identity management
  • Consistency in customer data across applications
  • Reduction in   [...]


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34. UniServe™ NXT delivered customer experience and faster revenue realization for the first telecommunications company in Oman

Over the years this telecom in Oman had their enterprise customers constitute a major source for them. So their major goal was now to enhance customer experience across all customer segments.

Some of their challenges:

  • Billing systems operating in silos
  • Lack of   [...]


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35. Data consolidation and agile communications with UniServe™

UniServe™ platform simplified existing legacy environment and bridged process silos and empowered leading online insurance company in India with an agile process for delivering communications based on business and regulatory needs, resulting in a word-class, Omni-channel customer experience.  [...]


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36. UniServe™ platform supported unprecedented nationwide expansion with superior billing experience

Customer Communications Management solution empowered customers to analyze their bills across multiple personalized parameters. The self-care module supported several intelligent features like duplicate bill delivery, personalized address book, etc, which helped improve customer experience.  [...]


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37. Long-term life insurance provider with its headquarters In India modernized its customer communications with UniServe™

Customer Communications Management solution enables digitalization of Omni-channel customer experience. It handles all the communications that are sent through SMS, Email, print, CRM, and self-Care. CRM executives can now process ad-hoc statement requests on the press of a button.  [...]


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38. Third largest telecom service provider in the world implemented B2B Customer Experience management solution

Unified digital enterprise customer experience solution enabled the TSP to differentiate their services and save millions in costs from streamlined operations. It helped them with customer retention and reduced overall turnaround time for various processes.  [...]


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39. One of the leading insurance provider implemented UniServe™ for end-to-end process automation and cost optimization

Insurance provider could achieve their goal of offering customers a more personalized experience. The solution improved their operational efficiency through intelligent printing and delivery options.  [...]


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40. Customer preferred communications for one of the India's largest insurance company

Joint venture between one of India's largest private sector banks, and a leading international financial services group headquartered in the United Kingdom have achieved huge savings in maintenance costs through elimination of multiple applications. Single and unified solution for customer and advis  [...]


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41. Indian TSP implements Customer Identity Management solution for single view of customers

Intense's de-dupe engine performs a process of establishing the customer’s identity across existing customer database. Online de-dupe check is done prior to onboarding customers to enable efficient compliance to regulations.  [...]


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42. Process optimization and cost minimization across customer communications for an insurance company

Private general insurance company which is a joint venture between Indian conglomerate and German financial services group has benefited with huge returns on investment as our Customer Communications Management solution enabled them to improve the efficiency of generation of policy bonds by complete  [...]


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43. Modernize bill presentment and improve customer satisfaction

The second-largest mobile network operator of Bangladesh with a strong network and seamless connectivity for more than 24 million people across Bangladesh aimed to modernize its bill presentment. The main challenge was that the IT department managed and had to manually design bill layouts.

  [...]


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44. Faster customer onboarding with 100% compliance to KYC regulations

A leading global telecommunications company with operations in 19 countries across Asia and Africa implemented our Customer onboarding solution for faster customer onboarding and effective compliance to KYC regulations.

The main challenge for this TSP was in streamlining the operations   [...]


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45. innovative products and services with Intense’s CCM solution

A leading bank in UAE wanted to improvise its customer-facing processes, send secure interactive messages, automate workflows, and more.

Some of their operational challenges:

  • Lack of password protection for PDF statements
  • Need for manual intervention for templat  [...]


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46. 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.

Solution at work:

47. Delivering Business agility with the right digital solution

The main challenge was to become the best mobile service provider in their region. Some of their barriers were template management and a unified portal for communications.

Solution at work:

Intense’s document composition & distributed output management capability that   [...]


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48. Digital Customer Onboarding for improved market share and reduced turnaround times by more than 50%

Meetingthe demands of the digital customer by adopting digital technologies and transforming its existing process.

Solution at work:

  • Their main objective was to:
  • To curb the manual effort
  • To move from traditional physical documentation
  • To imp  [...]


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