Telecoms
Multiple services to millions of customers. Telephony, broadband, web and entertainment. Reaching customers through varied retail sites, on line and through call centres. Opportunities to impact relationships from service provision through billing and ongoing marketing. Whether it’s a single view of the customer, a major corporate initiative or simple identification of the need to get smarter with important customer data. Mastersoft can help.
Our client takes its corporate responsibility seriously. Touching millions of people every day, they know their first and most important responsibility will always be to their customers. Major initiatives drive continuous improvement around the customer experience. In looking at their billing touch point, customer experience and environmental impact are key drivers.
An extensive study was conducted to determine billing presentation strategy, from preparation and distribution, to use of the bill by customers. Customers should access bills on demand and call centre teams should quickly see the same information should a query arise. Large mailing houses should play only the role required by the company.
Customer enquiries to be handled more efficiently with easy call up of bills and the ability to see the bill as presented to the customer. Special offers from across the company to be advertised on bills, tailored to individuals. These were all part of the opportunity presented to Mastersoft.
The Mastersoft team was thrilled to help with this major initiative. Our business analysts, solutions architects and technical consultants worked long and hard on streamlining bill presentation processes. Stringent deliverables were met to provide output in a new full colour digital format, accessible via web and print. Speed of access for customers and a simple view of that same data by call centres, was paramount. Flexible outputs, speedy full colour display of billing information and personalised marketing capabilities that can be activated quickly on demand.
