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Latin American Telecom Automates Billing Production
The Challenge
Integrate special-discount promotions into thousands of customer bills.
The Company
A major Latin American telecommunications carrier.
The Story
The company wanted to publish a special discount offer on the invoices of customers signing two-year contracts, but its billing system was not able to manage selection of affected customers’ accounts, production of the changes, and distribution of custom invoices in time for the normal billing cycle. Without a new, more productive system that could automate the overall billing process, the cost would have exceeded any expected benefits from the promotion.
The carrier turned to Pitney Bowes Group 1 Software’s DOC1 solution to seamlessly integrate the promotion into its regular billing cycle, generating custom versions of the bills for the selected customers and providing additional exception reporting to easily identify subscribers who should have received the offer but did not. The result was a smooth and successful promotion that enabled the carrier to use its customer invoices for marketing purposes while eliminating costly and time-consuming special print runs, separate mailings and customer service calls required for previous promotions.
The Benefits
Faster Time-to-Market
By automating the entire process, bills were in the mail four days sooner than with previous promotions.
Better, More Accurate Controls and Intelligence
Because they could generate their own reports and capture the online operational and business intelligence they needed, users no longer needed to locate a needle in a haystack when resolving an issue with a specific customer account.
Increased Customer Satisfaction
Fewer billing errors resulted in fewer complaints and measurable increases in customer satisfaction.
Higher Productivity
Because additional production personnel were not required to manage the special promotion and customer service representatives needed to handle fewer calls, the organization achieved higher productivity as transaction volumes increased.