A leading North American telecommunications provider delivers billing communications to more than 20 million customers each month across multiple channels.
At this scale, providing consistent billing information and convenient payment options is essential to the customer experience. The organization wanted to modernize how customers receive and respond to billing communications while improving the efficiency of the technology processing these high-volume messages.
The client’s billing experience was fragmented across channels, with redundant touchpoints and inconsistent information. Customers often relied on the call center to resolve billing disputes and delinquency issues, increasing call volumes and reducing campaign effectiveness.
High-volume billing events also created processing bottlenecks that affected revenue-generating campaigns and other communications. The client needed a modern payment method, more consistent billing communications, and improved processing capacity.
The client’s billing experience was fragmented across channels, with redundant touchpoints and inconsistent information. Customers often relied on the call center to resolve billing disputes and delinquency issues, increasing call volumes and reducing campaign effectiveness.
High-volume billing events also created processing bottlenecks that affected revenue-generating campaigns and other communications. The client needed a modern payment method, more consistent billing communications, and improved processing capacity.
Munvo implemented a billing communications and SMS payment solution using Adobe Campaign, SMS Gateway, and Event Gateway.
Simplified Bill Payments: Customers can authorize monthly bill payments directly through SMS, providing a more convenient payment option.
Reduced Call Center Utilization: The improved billing and payment experience contributed to a 19% reduction in call center volume related to billing disputes, supporting operational cost savings.
Reduced Delinquency: Timely billing reminders and a customer-friendly SMS payment method contributed to a 30% reduction in delinquent accounts.
Consistent Billing Communications: Unified and dynamic messaging reduced redundant variations and improved consistency across SMS, email, and web touchpoints.
Improved Processing Efficiency: Rate limiting for high-volume events helped address technical bottlenecks and reduced their impact on revenue-generating campaigns and communications.
19% reduction in call center volume for billing disputes
30% reduction in delinquent accounts
86% reduction in billing message variations through dynamic messaging
Unified more than 50 billing payment communication variations across customer touchpoints
Supported consistent billing communications reaching more than 20 million customers monthly
Enabled customers to authorize monthly bill payments directly through SMS
Munvo went the extra mile to stay on top of issues, ensure a smooth transition for our extremely high-volume events, and stay on track for key milestones.
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