Project highlights
- Dynamic bill presentation: Introducing a solution that revolutionizes the presentation of billing statements across multiple formats, ensuring clarity, ease of access, and transparency in customer billing
- Personalized billing experience: Enhancing customer satisfaction through personalized bill designs, enabling customers across various sectors to easily manage and pay their bills
- Omnichannel billing communications: Delivering relevant and transparent billing communications across all channels, turning bills into opportunities for targeted, customer-centric engagement
- Period of cooperation:
- 2 years
- Team size:
- 10 members
- Expertise:
- Billing communications, customer experience, and technology implementation for dynamic bill presentation
- Headquarters:
- Missouri, USA
In the digital age, where technology permeates every aspect of life, customers demand a seamless, personalized experience across all touchpoints — including billing. The most consistent point of interaction between communications service providers (CSPs) and their customers, billing is undergoing a transformative shift. Recognizing this, our client embarked on an ambitious project to redefine billing from a necessity on the part of the service provider to a dynamic tool for customer engagement, leveraging the latest in design and technology to enhance the customer journey in telecommunications.
Business challenge
CSPs face the complex challenge of simplifying the billing experience amidst expansion of business lines and the emergence of new products and services — and across various customer engagement channels. Our client’s goal was to transform the traditional bill into a powerful engagement tool that not only serves its fundamental purpose but also enhances customer relationships and drives business growth.
Technology solution
Intellias played a crucial role in developing a state-of-the-art bill presentation platform that significantly boosts customer engagement. Key aspects of the solution include:
- Unified bill presentation: Aggregating billing data from multiple systems into a cohesive branded bill, enhancing the customer experience
- Contextual personalization: Using advanced personalization techniques to combine factual and behavioral data, crafting targeted messages that resonate with each customer and promoting transparency and trust
- B2B and corporate billing: Offering high-value customers real-time, personalized billing insights for better financial control and understanding
- Operational efficiency: Implementing a dashboard for billing operations that enhances efficiency and revenue assurance, enabling proactive management of bill runs
Tech stack
Leveraging cloud-based SaaS solutions, we worked with our client to introduce a flexible, robust platform for bill presentation. It includes a cloud-based SaaS solution, ensuring rapid deployment and ease of management with automated updates and bug fixes. A key feature is the bill designer, which uses behavioral science-based templates to allow our client to create engaging bills without the need for design expertise. Additionally, the solution offers easy integration with SDKs and comprehensive integration guidance, ensuring its seamless interaction with the client’s existing customer portals.
Advantages of the real-time billing solution
The project has delivered transformative benefits:
- Enhanced customer engagement: By personalizing billing interactions, the project minimizes bill shock and fosters a positive billing experience.
- Operational efficiencies: Simplified bill design and management processes reduce the complexity and cost of billing operations.
- Increased revenue opportunities: Using bills as engagement tools opens up new avenues for cross-selling and upselling, improving ARPU.
- Improved customer satisfaction: Clear and intuitive bills improve customer understanding and satisfaction, reducing calls to customer care.
Business impact
Collaboration with Intellias has markedly transformed the client’s business landscape by:
- Reducing call center volumes and operating costs: Streamlining the billing process has directly led to fewer customer inquiries and disputes, significantly lowering the strain on customer support and reducing operational expenses.
- Enhancing customer satisfaction and loyalty: The innovative billing solution has been instrumental in improving the client’s net promoter scores (NPSs) and customer satisfaction scores (CSATs), evidencing a stronger bond between CSP and their customers.
- Driving customer retention and revenue growth: By integrating effective cross-selling and upselling strategies, the billing platform has not only bolstered customer retention rates but also opened new revenue streams, enhancing overall profitability.
This project has redefined the billing experience, establishing a new paradigm in customer engagement for communications service providers. It demonstrates the untapped potential of billing as a pivotal tool for fostering deeper customer relationships, boosting operational efficiency, and driving business growth. Moving forward, this project will pave the way for a future in which billing transcends its traditional role, becoming a fundamental pillar of customer engagement and satisfaction.