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"Striata acquisition campaign brings MultiChoice 67% monthly savings"
MultiChoice provides premium digital media entertainment, content and services to multiple devices which includes Pay TV subscriber services to over 2.4 million customers throughout Africa. They are one of the outstanding examples of an innovative and pioneering company and an international player providing entertainment, technology and e-commerce services.
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Nashua Mobile chooses Striata for eBilling and Customer Lifecycle eMarketing
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» Nashua Mobile is an independent cellular telecommunications solutions provider with more than 680,000 contract subscribers. In their ongoing vision to improve customer service and suppress paper, Nashua Mobile chose Striata's eBilling and Customer Communication Lifecycle (eMarketing) solutions to communicate effectively & securely with their customers.
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Overview
MultiChoice constantly looks for ways to drive costs out of their operations. Along with Striata's full range of professional services, including project management and consulting, MultiChoice successfully implemented Striata's eStatement and Archiving Solution. MultiChoice's customers now benefit from a more convenient, secure and environmentally friendly way of receiving their monthly Statements.
A major objective for MultiChoice was to actively drive the majority of their customers to adopt eStatements. Striata provided adoption services as part of the engagement and initiated an acquisition campaign to encourage MultiChoice customers to switch to receiving their statement electronically via email rather than in print via the post.
The campaign carried an "environmental" message, as consumers are proven to be highly responsive to environmental initiatives.
"The benefits of email are far greater than one could imagine. Apart from email being more environmentally friendly, both the company and customer benefits are huge," says Roberta Bonato,
Customer Care Support Communications Manager, MultiChoice.
The Acquisition Campaign
The campaign was structured with an 'opt-out' facility, which required limited interaction from the customers, making it an effortless switch over to eBilling. Customers that preferred to remain on paper statements were required to opt-out of the migration process.
Striata sent those customers whose email addresses bounced or were undelivered, a Text-4-Bounce SMS. This innovative email collection service prompted them to respond to receive further communication. Customers that responded were immediately sent an "opt-out" message. Appropriate communication techniques ensure that the SMS is trusted and not seen as intrusive.
This process presented a double sided opportunity for MultiChoice, not only did they now have a very effective communication channel, they were also able to gather updated email addresses for their database - increasing eStatement delivery.
Striata's Archiving Solution
Striata also provided MultiChoice with a cost effective, offsite archiving solution. The archive was required for regulatory reasons for eStatements, paper statements and all operational customer communications.
Striata currently stores and archives up to 2 million statements online for MultiChoice on a monthly basis, which includes all current eStatements, as well as print statements. This enables MultiChoice agents to access these documents real time for up to one year, thereafter they are stored safely offline. All statements are available for searching and resending to customers, as needed.
The Results
The project has proved the value of following an "opt-out" strategy for customer adoption. An exceptionally high rate of MultiChoice subscribers embraced the solution following the acquisition campaign - 98% of the total delivered email recipients have been migrated to eStatements.
MultiChoice achieved a significant ROI of over 46% within the first month and are on track to achieve a monthly saving of 67% of their operational statement costs by the end of the adoption project.
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N. America: +1 88 88 USAPAY
Europe: +44 207 268 3941
Asia Pacific: +852 2159 9450
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Industry Trends
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US Consumers Who Receive
Only Online Statements for Four
Common Bills (2007 - 2009)
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| ©Copyright 2010 Javelin Strategy &
Research |
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Browse eBilling
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Driving customer response
Cross channel electronic notifications & alerts ensure the highest possible penetration, the widest possible reach, driving the fastest response. |
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| About Striata |
Striata revolutionises the way bills, statements, policies, collection notices,
letters, payslips and other high volume system-generated documents are delivered and
paid.
» Learn more
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