GTT's E-Billing Success Through WeSolve CX Collaboration
15%
Reduction in running active tickets
55,000
Reduction in printed bills
87%
Bills automatically delivered via WhatsApp & email monthly
E-billing
Exploring E-Billing Essentials:
E-billing offers numerous advantages that transcend traditional paper billing methods. Firstly, it fosters unparalleled convenience by allowing customers to manage invoices digitally, at their own pace and from any location. Moreover, it significantly reduces operational costs associated with paper, printing, and postage. Efficiency is another hallmark, as electronic invoices can be delivered instantly, expediting the payment process. Furthermore, e-billing minimizes the likelihood of errors, ensuring accurate invoice delivery and processing. From an environmental perspective, e-billing promotes sustainability by decreasing paper consumption and lowering carbon emissions. Lastly, robust security measures, such as encryption and authentication, safeguard sensitive billing information throughout the electronic transmission process.
Challenge:
GTT faced a significant volume of calls and queries related to billing, particularly inquiries about outstanding balances, indicates several potential issues within the company’s billing system.
Firstly, it suggests that customers may encounter challenges in accessing their billing information through the existing channels provided by GTT. This could stem from insufficiently user-friendly online portals or mobile apps, leading customers to resort to phone calls as their primary means of obtaining information.
Secondly, it implies potential issues with the clarity and transparency of billing statements. Customers might find it difficult to comprehend their bills or track their payments accurately, prompting frequent inquiries to clarify their outstanding balances.
Additionally, the high volume of billing-related queries could indicate systemic issues within GTT’s billing processes. This might include delays in updating billing information, discrepancies between the information provided to customers and the actual account status, or inaccuracies in billing calculations.
Solution:
With WeSolve CX assistance contributed to addressing the challenges identified in the assessment and benchmarking conducted by GTT:
1. Assessment and Benchmarking:
WeSolve CX conducted a thorough assessment and benchmarking analysis, revealing key insights:
- 20% of monthly calls were related to billing queries, indicating a significant demand for billing information.
- Retail store traffic for bill payment amounted to 100,000 monthly visits, highlighting the importance of optimizing payment channels.
- 76,000 bills were printed and mailed each month, indicating a heavy reliance on traditional paper-based billing methods.
2. Solution Design and Deployment:
Leveraging the insights from the assessment, WeSolve CX designed tailored solutions to enhance the customer experience and alleviate the burden on customer service:
- Self-Service IVR: WeSolve CX developed a self-service interactive voice response (IVR) system that allowed customers to check their outstanding balance without needing to speak to a representative, reducing the volume of billing-related calls.
- E-Billing Delivery: Recognizing the shift towards digital communication, WeSolve CX implemented e-billing solutions delivered via WhatsApp and email. This allowed customers to receive and manage their bills electronically, reducing the reliance on paper statements.
- Transition Strategies: WeSolve CX identified interventions and strategies to effectively transition customers from traditional paper billing to e-billing. This involved targeted communication campaigns, incentives for opting into e-billing, and proactive support for customers during the transition period.
By partnering with WeSolve CX, GTT was able to implement innovative solutions that streamlined billing processes, improved customer convenience, and reduced operational costs associated with customer inquiries and paper-based billing methods.
Outcome:
WeSolve CX’s collaboration with GTT yielded impressive results, underscoring the effectiveness of the implemented solutions:
1. 15% Reduction in Running Active Tickets: The introduction of a self-service IVR system significantly reduced the volume of billing-related calls to GTT’s customer service center. By enabling customers to check their outstanding balances and other billing information through an automated system, GTT was able to decrease the number of active support tickets. This reduction not only alleviated the workload for customer service representatives but also improved response times for other customer inquiries, enhancing overall service efficiency and customer satisfaction.
2. 55,000 Reduction in Printed Bills: The transition to electronic billing, facilitated by the e-billing solutions delivered via WhatsApp and email, led to a substantial decrease in the number of printed bills. By switching 55,000 customers to digital billing methods, GTT significantly reduced its environmental footprint and operational costs associated with printing and mailing paper bills. This shift also streamlined the billing process, making it more efficient and less prone to delays or errors typically associated with physical mail.
3. 87% of Bills Automatically Delivered via WhatsApp & Email Monthly: The widespread adoption of e-billing was a key success metric for GTT. With 87% of bills being automatically delivered via WhatsApp and email each month, the majority of customers transitioned smoothly to digital billing. This high adoption rate demonstrated the effectiveness of GTT’s communication strategies and the user-friendly design of the digital billing platform. Customers benefitted from the convenience of receiving their bills instantly and securely, which in turn encouraged timely payments and reduced the need for follow-up reminders or inquiries.
These outcomes highlight the transformative impact of WeSolve CX’s assistance. By leveraging advanced technology and customer-centric strategies, GTT was able to enhance its billing processes, reduce operational costs, and improve customer satisfaction. The collaboration not only addressed the immediate challenges identified in the assessment but also positioned GTT for continued success in delivering superior customer experiences in the future.
