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'A 36-month eBilling Telecommunication Service Provider Case Study'
 MultiChoice
is a midsize satellite television and data service provider with over
one-million residential customers. Operations include the management of
a digital satellite television platform broadcasting over 50 video
channels and 56 audio / data channels. MultiChoice also offers full
return path 'Interactive Television' services.
For the past 36 months,
MultiChoice has offered its customers a fully automated and secure
email eBilling and eMarketing program. These services include:
- Secure email presentment of bills with automatic paper turn off (opt-out).
- 'Update your details' functionality within each email Bill.
- Vital
email operational notifications with high customer impact, such as
account status, smartcard upgrades, new service offerings, price
increase notices and other important customer communications.
- Mobile
phone text messages are used to notify subscribers when accounts are in
arrears and that services will be terminated unless payment is received.
- Automated
mobile phone text messages are used to contact customers with
undeliverable email addresses, allowing them to reply with their
correct email address.
- Digital signatures are used on all outgoing emails to authenticate MultiChoice as the 'sender'.
As an indication of adoption and behavioral trends, the following statistics are worth noting:
- Over 70% of account holders pay by automatic payment methods
- Secure email bill adoption by MultiChoice's customers with Internet access has exceeded 40%
- Paper truncation is over 18%
- Average email deliverability exceeds 96%
- MultiChoice sends out over 100,000 mobile text messages every month
- Annual eBilling & eMarketing operational savings are significant
Data cleaning is an
ongoing task, and MultiChoice addresses this challenge by including an
electronic 'details update form' with each electronic bill, enabling
subscribers to manage their own personal details. With the eBill as an
attachment, MultiChoice is also able to use the cover email as
marketing 'space', changing the marketing message with each bill run. In
addition, a secure digital email certificate provides authentication of
the sender, non-repudiation and alteration alert, which means that
recipients of digitally signed eBills from MultiChoice can be confident
that the email is indeed from MultiChoice.
"We
need to communicate with subscribers constantly, and we have found
sending letters via email and notifications via text messaging to be
significantly cheaper and more immediate than the printed letter," says
the Operations General Manager at MultiChoice.
Please do not hesitate to contact us should you wish to receive additional information on this or other eBilling case studies.
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