Fidelity ADT, a national provider of armed response and security services, wanted to revitalize and relaunch its electronic billing process. The objective was to lower operational costs, improve billing efficiency and enhance the customer’s billing experience.
Fidelity ADT selected a solution proposed by Striata that included preparing its customer data for digital engagement, and introducing an enhanced, interactive billing experience.
The project team set an aggressive target of achieving 100% paperless billing within 2-3 years and kicked this off with a data gathering and validation campaign.
Solution
Operating under appropriately strict data privacy and confidentiality obligations, Striata’s proposed solution included a health-check on the existing customer data and a plan to migrate more customers to electronic billing.
Phase 1 of the project served to determine which email addresses were valid and which were outdated or incorrect. Using Striata’s data hygiene application tool, the team was able to split the data and devise a plan of action for each
Phase 2 of the project involved collecting missing email addresses. For records with a valid looking mobile number or where the recorded email address failed, the team sent a personalized text message requesting that the customer reply with a valid email address.
Phase 3 of the project was the relaunch of an enhanced electronic billing package to all customers that (following Phase 1 and 2) had valid email addresses.
