Now our bills are produced not in 80 hours, but in just 24 hours, and the consumer items are more detailed. As a result, there has been a huge drop in customer complaints.
— Lai Tanhai
Service and Support Manager, Shenzhen Telecom
Shenzhen Telecom Improves Customer Service through Better Bills
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Shenzhen Telecom is a branch of China Telecom, the world’s largest wireline telecommunications and broadband services provider, based in the southern city of Shenzhen. After establishing an Integrated Business Support System (IBSS) to serve as the foundation of a new billing system, Shenzhen Telecom had one goal–to display more detailed information and speed the delivery of customer bills. The desired end-result from the new bills was to raise customer satisfaction, retain current customers, and attract new ones.
The Challenge
Incomplete and Unclear = Unacceptable
Shenzhen Telecom issued over two million customer bills per month. Due to bills with incomplete or unclear information, the company’s customer service center was flooded with complaints. Shenzhen Telecom urgently needed a way to improve their billing process.
Reduce for Success
Shenzhen Telecom’s current billing system required several days to produce a batch of bills, resulting in high costs for the company and long hours for the employees. Shenzhen Telecom needed a way to reduce the billing cycle, thereby reducing customer complaints.
Complex is Sometimes Confusing
Shenzhen Telecom’s complex billing system did not allow for the presentment of individual bills that met the needs of the company’s high-end business customers.
The Solution
CCM to the Rescue
Shenzhen Telecom implemented Pitney Bowes Group 1 Software’s Customer Communication Management (CCM) solution. Shenzhen Telecom was impressed with the CCM solution’s ability to provide a wide array of billing functions while allowing the company to boost customer service.
It’s a Modular World
Shenzhen Telecom uses the following CCM modules: Data Flow for data preparation, handling, and integration; DOC1 for document composition and distribution management; and e2 Vault for customer feedback management.
The Benefit
Separate but Equal
Shenzhen Telecom’s new CCM solution separates bills and receipts, while allowing them to be printed and mailed together, thereby improving bill presentment.
Increased Customer Satisfaction
The CCM solution enables Shenzhen Telecom to raise customer satisfaction in two critical ways–through enhanced communications between customers and representatives, and through reduced call-resolution time.
Less is Best
Shenzhen Telecom’s customer service calls dropped 43%–from 200,000 to 114,000 per month–greatly relieving pressure on front-end service departments and resulting in indirect savings in company operating costs.
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