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Customer communications management_for_telecoms

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Globally, Communications, Media and Entertainment companies are characterized
by attractive packages being unveiled almost on a daily basis, high customer
churn, cutthroat competition to deliver maximum value to customers

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Customer communications management_for_telecoms

  1. 1. UniServe for Telecom Unification of customer communication processes with UniServe Increased Revenue Reduced Operational Costs Enhanced Customer Loyalty Efficient Cash Flow Management
  2. 2. Globally, Communications, Media and Entertainment companies are characterized by attractive packages being unveiled almost on a daily basis, high customer churn, cutthroat competition to deliver maximum value to customers and a realization that customer delight flows out of much more than the basic service mix. Today's CME enterprises need to strategically innovate business models to control Average Revenue Per User (ARPU) while simultaneously enhancing customer empowerment. Because, an empowered customer is a delighted customer and a delighted customer can be retained! Our customer communications management suite, UniServe, delivers Enterprise Agility by helping CME enterprises attain strategic objectives like controlled ARPUs, enables customer empowerment and facilitates the creation of customer delight. The changing face of Telecom Customer Communications
  3. 3. UniServe @ work Intense's suite for enterprise customer communications management, UniServe, can help Telecom service providers to achieve business process unification and eliminate cost-islands, bottlenecks and inefficiencies by enabling rapid, end-to-end, multi-modal customer communications. UniServe Suite for cross-functional business process integration File for e-Mailing duplicate bill F f File for e-Mailing F f File for Reports & Analysis File for web hosting File for printing Billing Application Bill Composition Bill Presentment Bill Processing Formatting Software Database Manpower Bill Composition Bill Presentment Bill Processing e-Delivery Software Database Manpower Bill Composition Bill Presentment Bill Processing CRM Integration Application Database Manpower Bill Composition Bill Presentment Bill Processing Selfcare Application Database Manpower Bill Data Composition Bill Data Presentment Bill Data Processing Reports & Analytics Software Database Manpower Multiple applications for customer communication Single application for customer communication Before UniServe After UniServe File for e-Mailing & Online presentmentO File for web hosting, Reports & Analysis File for printingBill Composition Bill Presentment Bill Processing UniServe Database Manpower Billing Application Single application for Multiple Needs UniServe unifies customer communication processes by integrating with existing infrastructure, thus eliminating the need for multiple applications to cater to customer communications. By doing this, it ensures: Integrity of customer data across applications and delivery channels Reduction of the storage and manpower costs of multiple applications Streamlining of customer communications process by aligning with existing applications
  4. 4. Customer Communication Management simplified with UniServe’s Business rules engine UniServe is a Service Oriented Architecture driven, end-to-end, customer communications solution that provides single-platform integration of all applications and delivery channels of communications, resulting in faster, cost effective and personalized customer communication
  5. 5. CMSBenefits with UniServe Increased Revenue Marketing Message Manager Demographic promotional offers for up-selling / cross-selling can be published dynamically, enabling faster response to market dynamics Paper real estate can be rationalized through white space management to enable third-party promotional advertisements, and this can increase revenue earned through advertisements Informed Business Decisions Through the accelerated availability of personalized reports & analytics on customer data (e.g., reports on region-wise ARPU for CEO, etc.), internal users can launch better targeted marketing campaigns Reduced Operational Costs Reduced storage, manpower and maintenance costs by eliminating need to maintain multiple applications for customer communications Optimized bill real estate management: reducing stationery and printing costs through reduced number of pages of bills; average of 30%-40% less space required Reduced distribution costs through electronic sorting, automated multi-channel delivery, remote printing, multiplexing, etc. Easy-to-use GUI tools lead to reduction in costs and efforts for bill layout design and change management Enhanced Customer Loyalty Improved clarity of bills through personalized, error-free communication Development of customer intimacy through personalized layouts and greetings on bills; e.g., wishes on occasions like birthdays, etc. Increased customer delight from instant delivery of duplicate bills Enhanced customer delight from effective response of Customer Service Representatives (CSRs) on bill-related queries Customer delight via Self-care portal, enabling customers to view bills online, perform analytics on their usage patterns, and organize a personalized address book
  6. 6. Efficient Cash Flow Management Instant, efficient bill processing, leading to reduction in delivery cycles Instant, automated distribution of bills through multiple channels like e-mail, print, fax, web hosting, etc. Accelerated bill payment through prioritized delivery of bills based on customer types Accelerated payments through delivery of companies-specific file format Enabling automated tracking of returned invoices with instant CSR follow-up alerts; follow-up cycle time reduction from 7-10 days to 1-2 days Intense Technologies Intense Technologies is an enterprise software products company offering a range of productized solutions across the Enterprise Content Management and Enterprise Customer Communication Management domains. Intense's solutions are backed by an intricate understanding of the best practices drawn from client engagements across verticals like Telecom, Banking, Insurance and Manufacturing. Intense’s offerings deliver and deploy a “productized” pooling of Intense’s domain and vertical specific knowledge gathered through various client consulting and implementation engagements-- making them meticulously packaged offerings of expert thought, customized to be best fit for specific domains and verticals. Intense's knowledge and process agility offering for document management, UniDoc, enables enterprises across verticals to organize and streamline their un-structured data and integrate people, processes and documents optimally. It helps enterprises to manage the entire lifecycle of their business critical documents across geographies securely and with ease. Productized around document centric applications like Indexing, Archiving, Records Management, enterprise-wide Document Management and Business Process Automation, UniDoc is also best-fit for end-to-end Rights Management, Service Provisioning Workflow Automation and Email Response Management Solutions. Geared up to comply with vertical specific standards, the UniDoc enables the adoption of best practices in each vertical. Intense's flagship offering for enterprise customer communication management, UniServe, is a market leader across the highly competitive and demanding Indian Telecom landscape. It is the preferred end-to-end enterprise customer communications management solution for customer document design, automated multi-modal delivery, enterprise reporting and self-care requirements. The company we keep (a partial list) Telecom clients: Bharti-Airtel, Aircel, Reliance Telecom, Idea, Tata Indicom, BSNL, MTNL, BPL Mobile, Spice Telecom, Bhutan Telecom, MTN Irancell, Ghana Telecom, Batelco Jordan and Ethiopian Telecom. BFSI clients: Arab National Bank, Commercial Bank of Kuwait, GE Money, ICICI Prudential, National Bank of Fujairah, First Gulf Bank, Bharti-AXA and Bajaj Allianz. Other clients: Pepsico, Honda, Rockwool, Torrent Power and Reckitt Benckiser.
  7. 7. Our intensity. Your agility. Intense Technologies Limited INDIA: A1, Vikrampuri, Secunderabad - 500 009, India Tel: +91 40 44558585 / 27849019 / 27844551 Fax: +91 40 27819040 E: sales@intense.in W: www.intense.in Branches: Noida: +91 120 3239989 / 4743900 - 10 Mumbai: +91 22 32419713 / 32064648 / 28253400 Asia Pacific: 9, Temasek Boulevard # 19-05 Suntec Tower 2 Singapore 038989 Tel: +65 8288 1859

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