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EBilling Telecommunication Service Provider Case Study

Created on Tuesday, 30 August 2005 07:35
 
Newsflash #18 9th August 2005
EBilling Telecommunication Service Provider Case Study

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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 eBilling and eMarketing program. These services include:
    • 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'.
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    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 eBill 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
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    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.

    We look forward to your valued feedback. Just click on 'reply' to send us your comments or input.

    Garin Toren
    Chief Operating Officer

    Striata ~ North, Central & South America
    Messaging innovation

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