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NEWSFLASH #62 | 11th December
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Striata Secure eDocument Delivery and Email Bill Presentment & Payment (EBPP) are solution sets - software applications and adoption methodologies - that deliver rapid reduction in operational costs, quicker payments and enhanced customer service.
Striata revolutionizes the way bills, statements, contracts, policies, annual reports, paystubs and other high volume system-generated documents are delivered and paid.
Unlike today's online presentment solutions which insist on customers visiting and registering at a website, Striata's solutions (targeting all customers still receiving paper) deliver feature rich, registration-free, navigable and interactive secure email documents directly to the customer's email inbox and enable 'one-click' electronic payment without them having to visit a single web-page.
This innovative and strategic change from 'pull' to 'push', dramatically increases customer adoption of electronic communication, allowing Striata's clients to compliment their existing self-service and e-communication strategies; to achieve rapid ROI, significantly reduce paper output and achieve their carbon footprint / environment impact targets.
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Case Study: Multichoice enhances their customers' experience with Striata's secure, electronic statement delivery solution.
SUMMARY
MultiChoice, a leading Satellite Television Provider, has streamlined processes and enhanced its customers experience by implementing a customised secure electronic statement delivery solution from Striata.
Since the introduction of this service four year's ago, MultiChoice subscribers have embraced the option of receiving their statements electronically, rather than by post, resulting in significant operational efficiencies for MultiChoice, including a marked reduction of customer calls to the call centre.
To date, over 25% of Multichoice subscribers have turned off their paper bill.
OVERVIEW
As a leading provider of premium entertainment, including Internet and Pay TV subscriber services, MultiChoice was faced with a proliferation of paper communications associated with their current paper bill delivery system. They therefore took a strategic decision to seek alternative billing methods.
Striata evaluated MultiChoice's unique requirements and presented them with a tailormade electronic statement solution - eStatements - which they implemented together with a methodology aimed at driving the adoption thereof.
Within four years, this email statement delivery solution has matured to the point that it is now the preferred statement delivery method of MultiChoice subscribers.
THE OBJECTIVES
At the outset, a major objective for MultiChoice was to actively drive their customers to adopt eStatements, so they started looking for a solution that incorporated a very simple end-user process to assist them in this regard.
Another important requirement involved the tracking and reporting on delivery success or failure, where notifications are automatically sent using alternative delivery methods - all catered for within the Striata solution suite.
A significant segment of the MultiChoice client base pay by debit order every month and do not require statements. A major objective however, was to cost-effectively provide statements to this segment as well.
THE SOLUTION
MultiChoice effectively implemented Striata's eStatement solution as an integral part of their normal business process, along with Striata's full range of professional services - including project management and consulting - in support of the solution.
MultiChoice uses bright, visually compelling messages to communicate directly with their customers and found Striata's eStatement solution ideal , as it offered them a highly effective, low-cost means of direct marketing - adding tangible value to their marketing efforts.
Promotions, competitions and lucky draws were executed to build awareness of the eStatement option, ultimately driving adoption thereof.
MultiChoice required complete confidentiality for documents when sending them via email to their customers.
Striata's eStatement solution offered them this functionality, enabling documents to be encrypted, ensuring confidentiality and emails equipped with a digital signature, validating the sender. Opening the statement remains simple for recipients, requiring only two mouse clicks.
Another feature of the solution, involves the implementation of Business rules, which ensures that statements are sent only to those accounts that are flagged as being in arrears - the system therefore automatically suppresses the issuing of statements to accounts that are in good standing.
Striata's ability to maximise the chance of emails being delivered and to report on non-delivery was also of particular value to MultiChoice.
Striata's "white-listing" (the registration of a "From Address" as a reliable email sender, which does not send spam) with the major local Internet Service Providers (ISPs) as well as a further 200 ISPs world-wide, ensures that the high volumes of email that it sends daily on behalf of clients are not blocked as spam.
"It is this type of feature that makes the eStatement route even more efficient and cost-effective." says Roberta Bonato, Operations Manager, MultiChoice.
THE RESULTS
Feedback from MultiChoice's customers has been very positive. Customer polls have shown that the receipt of electronic, interactive statements, that are quickly and easily sorted and acted upon, as opposed to inconvenient, static paper documents, has significantly enhanced their experience.
The security of the emails and the digital signature, which guarantees the authenticity of the sender, also ensures a high delivery success rate.
Achievements:
- Conversion of more than 250,000 customers to eStatements. (25% adoption)
- 100% paper turn-off on converted customers.
- Fully automated process.
- Improved customer services
MultiChoice is achieving significant reductions in operational challenges through the streamlining of client administration processes. For example, they are able to supply a detailed customer profile/contact details update form as part of their email statement.
Any updates are entered into the database automatically. "The process is easy, efficient and highly accurate, limiting the potential for human error." says Roberta Bonato.
The exceptionally high rate at which MultiChoice subscribers embraced the solution was achieved with the assistance of email marketing campaigns and registration processes, which facilitated customer adoption.
CONCLUSION
Striata, with its expertise in the design, implementation and operation of secure email document delivery, successfully met Multichoice's technical requirements with a robust eStatement solution.
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If you have questions or comments you would like to share on this topic, please send me an email.
Kind regards,
Garin Toren
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Editorial: 48 Wall Street, Suite 1100, New York, NY, 10005.
© 2007 Striata North America. Contact us for reprints/story use at
info@usa.striata.com, or call +1 88 88 USAPAY.
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