TeleStrategies' 2012 eCare and Billing for Telcos, Utilities and Cloud Providers
The 2012 eCAre/Billing Output Program will be Held as A Track under TeleStrategies' BSS World Program Scheduled for June 2012, Chicago. Please click Here for Details.
About Telco eCare and Billing Output
Telco eCare and Billing Output is a two-track program designed to show operators how to deliver an outstanding self-care and billing output experience -- while driving out costs and operations overhead. The two tracks address a different view of the subject:
The eCare Track looks at how operators can transform every conceivable customer touch point (ordering, payments, billing and care) to a self-service interface, and get the details right, including: designing the ePortal, maximize uptake of epayments/ecare, leveraging customer touch points with transpromotion, leveraging social media, individualizing content, effectively targeting offers and more.
The Billing Output Track covers the latest information and technologies that help operators reduce print fulfillment costs, lower postage expenses, increase fulfillment efficiency, minimize call center interaction, leverage print investments via transpromotion and expedite the revenue collection process.
Together, these tracks give you the latest on tools, technologies and know-how to improve operations, find ways to up sell, drive up customer satisfaction and lower print and operations overhead.
If you have any questions, suggestions or comments -- please don't hesitate to contact either myself or Jeanette. Our contact information is on the left panel.
Thank you!
Matthew Lucas
Telco eCare and Billing Output Program Chair
2011 Telco eCare and Billing Output Agenda
(Previously Held)
Conference opening remarks
Dr. Matthew Lucas, Vice President, TeleStrategies and Conference Chair
KEYNOTES
eCare Market Dynamics
The Telco eCare software market has been growing as the operators incessantly face Opex pressures and consumers are increasingly comfortable with conducting interactions online. This session will focus on the overall business drivers and inhibitors to the continued growth of the Telco eCare market and provide an analyst's perspective on the offerings and market dynamics, emerging ecare technologies, how telcos are adopting these technologies, and what ecare investment options telcos should be considering.
Mark H Mortensen, Senior Analyst, Analysys Mason
Driving adoption of self-service, e-care and e-billing – Carrier PERSPECTIVES
This panel will look at service provider’s on-going effort to drive adoption of self-service, ecare and online billing. The panel will share their experiences regarding what works, incentives, success stories, best practices and – equally important - what doesn’t work. Specifics regarding cost savings, ROI, CSAT and other performance measurements/ metrics will be considered, as well as the soft-metrics that are often equally important in today’s digital services marketplace.
Angeline DePauw, Director of Electronic Remittance, Verizon
Olivier Boulianne, Associate Director, Self-Serve Retail, Bell Mobility
What’s REALLY happening with web self-service?
Web self-service is a critical part of the customer experience in the connected world we live in, but how successful is it in reality? Amdocs surveyed 250 enterprises and 1,000 consumers to discover what companies are actually doing with their web self-service efforts and how customers feel about using self-service tools. Well reveal the only survey-based evidence of self-service adoption rates across five industries. Well identify which applications are used more and are the most critical. Well also show the motivation and direction of spend on self-service looking at examples of self-service strategies taken by different service providers worldwide.
Yossi Zohar, Marketing Director - Channel Solutions, Amdocs
Key Consumer Insights for Optimizing Billing and Payment Channels
Given the cost pressures facing the telecommunications industry, providers are increasingly focused on the monthly billing and payment interfaces as strategic touch points. The key challenges remain: how to achieve higher levels of online channel usage; how to stay connected to (and in touch with) your consumers; why consumers choose certain billing and payment channels; and how to increase customer satisfaction with billing and payment services. The presentation will cover the latest Fiserv research which addresses these challenges, including: the annual Consumer Lifecycle Study - which tracks consumer billing and payment trends of US online households; the Utility Consumer Segmentation Study - which analyzes of consumers by billing and payment channel and provides some groundwork for defining distinct customer segments that can be targeted and messaged appropriately; and Focus Group Research - which investigates consumer attitudes toward e-bills, paper bills, online payments and more.
Eric Leiserson, Senior Marketing Analyst - Biller Solutions, Fiserv
Driving corporate customer experience transformation with e-care and e-billing
With structural change to the communications market, there is an opportunity for Communication Service Providers to grow corporate and SME business with unified connectivity offerings across verticals such as consumer, finance, transport, utilities and more. To be successful, though, CSPs must also unify the service and product experience, and place a greater focus on e-business solutions that drive down costs as well as increase efficiency and customer satisfaction. This talk will look at practical considerations in providing e-care and e-billing services to a B2B customer base; how to launch an e-care and e-billing solution without complex integration and costly migrations; success time frames; how data analytics can combine with compelling e-business front end services; and why unified communications provides a strong benchmark for the next generation of customer experience management.
Matt Hooper, CMO Martin Dawes Systems
Gary Steen, CTO, Martin Dawes Systems
Enhancing the ePortal Customer Experience for Business Customers
Business customers demand anytime, anywhere access to their billing and service information. Level 3 recently made significant enhancements to their ePortal, including the launch of an online billing and analytics solution, so that end users can easily have a consolidated view of their services and leverage that data to make critical business decisions. This session presents lessons learned from Level 3's effort and discusses how to successfully launch an advanced online billing and reporting solution, the impact on customer experience/expectations, the resulting impact on operations/ support costs and carrier ROI.
Joe Harding, Vice President, Product Management Business Markets, Level 3 Communications
John Rynn, Vice President, Sales Support, Globys
Undeliverable Bills: Taking Fast Action for Big Savings
Many of today's telecom customers are as mobile as their phones. This can trigger high volumes of undeliverable bills, with high costs to manage this problem. Learn how to prevent costly recurring returns and permanently lost addresses, achieving faster bill re-issuance and remittance for healthier cash flow, qualifying for postal discounts, reducing error prone, resource-intensive manual return-mail handling, and dramatically reduce USPS costs incurred to send back your undeliverable mail. Discover how to manage address changes back to the database source, shorten address correction timeframes, reduce handling and manual entry, employ electronic automation to identify moves and then correct addresses.
Kevin Conti Director of Communications Intelligence, Pitney Bowes Business Insight
Self Serve Mobile Device – clients are ready to take the plunge
In the past 25 years, the mobile device has evolved from a tool solely used to send & receive calls to a mini computer that fits the palm of your hand. With smartphones evolving at an incredible pace, self serve on the mobile device is now more accessible than ever. Since 2008, Bell Mobility has been evolving its browser self serve services to align, match and eventually exceed services available through other more traditional self serve channels. Take a tour through the ever evolving journey Bell Mobility is taking in expanding self serve on the mobile device. Learn from their mistakes and have a glimpse at what is planned for the future.
Olivier Boulianne, Associate Director, Self-Serve Retail, Bell Mobility
Email is Dead, and Other Myths
The advent of social media has drawn consumers away from email communications and toward applications like Facebook and Twitter. True, however, Marketing Sherpa tells us that transactional emails have an upwards of 75% open and read rate, offering a significant opportunity to reach consumers with targeted ads and offers. Explore best practices for leveraging personalized email campaigns, including secure bill payment via email, using PURLs as part of an integrated campaign and creating offers designed to promote upselling opportunities.
Chad Dunavant, Executive Director of Product Management, CSG Systems
The Paper-Free Enterprise: Enhancing the Customer Experience Through Digital Billing
Customer experience does not only apply to the consumer! This case study by Verizon Business shares how electronic billing is having a positive effect for the enterprise. The speaker will look at how the "digital customer experience" within the enterprises is evolving from traditional paper bills to electronic billing, dashboards, analytics, best practices and what's required to induce enterprise customers to go paper free.
Mark Chodoronek, Executive Director, E-Commerce and Digital Customer Enablement, Verizon Business
Statement Redesign Case Study
A great statement is not only critical to a company’s brand, but also significantly impacts postage overhead, remittance delay and care. This session will present a case study of Hargray Communication’s extensive redesign of their complex billing statement for telephone, television, internet and wireless. The focus: create a bill that is easy to understand, improves customer satisfaction while using best practices to lower Hargray’s overall costs. In addition to statement printing/mailing, learn how Hargray integrated intelligent inserting of multiple inserts, selective bill messaging and return mail management for undeliverable mail.
Stephanie Warren, Director of Business Development, DIVDAT
Michael Flematti, Billing Manager, Hargray Communications
Shirley King, Oracle Developer, Hargray Communications
Voice of the Customer Isn’t Just About Satisfaction
As telecoms push more and more of their interactions to electronic interfaces, how do you ensure that sat is being met, those interfaces are working as intended and you've fully leveraged the interaction to lower churn and increase revenue? This session covers what telecoms can (and need to be doing) to measure and understand the impact of the electronic interactions with their customers, and turn your e-portal into one that delivers a tangible ROI that impacts your business objectives. Various case studies from online banking, retail and an air miles program will be used to illustrate how telcos can develop feedback programs for cross selling products, referral programs and increase first-call resolution.
Gary Schwartz, SVP Marketing, Confirmit
Intelligent Mail: What Telcos Need to Know for 2010
The United States Postal Service and major mailers are addressing the final stage challenges posed by implementing the Intelligent Mail barcode. This session will provide first-hand information about Intelligent Mail options (full service versus basic), impacts to systems and processes, and potential benefits/pitfalls of the program. In addition, other relevant postal address quality initiatives will be covered, as well as how the USPS® will be able to monitor compliance.
Stephanie Miracle, Sr. Product Manager - Postal Solutions, DST Output
A multichannel approach to drive more customers to serve themselves
Most service providers today are planning and/or implementing various strategies to increase self service adoption. However, many of their customers still gravitate towards assisted service, and as a result, the expected benefits of cost reduction and efficiency cannot be reaped. Attend this session to understand some of the root causes why some customers prefer to be assisted, and how assisted channels can play a pivotal role in getting customers more comfortable with self service channels. In this session, we will also review case studies from other industries that succeeded with this transformation.
Yossi Zohar, Marketing Director - Channel Solutions, Amdocs
Making Stronger Statements with the Power of Location-Intelligent Transpromo
Telcos not only create volumes of bills for customers every month, they also maintain enormous amounts of data that can be leveraged for cross-sell and up-sell opportunities. This session will look at how to use psychographic techniques and customer profiling, combined with document composition and messaging to produce more advanced target marketing. Evaluate campaign success with closed-loop processing, including messaging prompts based on response activity. See how you can increase revenue, enhance the customer experience and reduce mail and print costs with location-smart communications. Explore a new avenue of revenue using third-party advertising to sell your valuable statement real-estate.
Victoria Cashion, Senior Enterprise Solutions Architect, Pitney Bowes Business Insight
implementing a successful e-billing/e-care program
Verizon has had great success today in getting its customers to transition to electronic billing and payment. They've also realized great success in getting those customers to turn off their paper bills. Verizon's director of electronic remittance will discuss how they got to where they are and talk through execution specifics, including: how to measure program performance, budget pitfalls, do's/don’ts, KPIs, success strategies, managing management, where the lowest hanging fruit is, issues/challenges to overcome, what tools work – which don’t, where the best ROI lies as well as next steps in Verizon's Go Green initiatives.
Angeline DePauw, Director of Electronic Remittance, Verizon
Is Your Self-Service Millennial-Friendly?
The old service economy is finished. Today’s “Millennial” generation requires a new form of personalization. They don’t think in terms of your service transaction -- they care about their ongoing experience, enriched by constant contact and feedback via automated systems. This session will cover how to deliver superior service when, where, and how customers prefer it; how operators can get their slice of the $1 trillion market of an 80 million-strong millennial market, which has surpassed each of the Baby Boomer and Gen X cohorts in size and buying power; consider the unique traits of millennial segment and present the key customer service principles that will help your company serve this tech-savvy, always connected crowd of customers.
Alec Cheung, Senior Director, Relationship Technology Management, Convergys Corporation
Mobile Payments for EBPP: The New Way for Billers to Communicate with Customers
Mobile payments are very effective way of driving out operations and call center costs by providing customers the ability to make a payment, receive payment confirmation and get account balances – all directly from their cell phones. This session will look at how telcos can make two-way mobile payments a reality using ACH, debit or credit card information. Mobile payment implementation strategies, key stakeholders, relevant performance metrics, best practices, business-case benefits will be discussed as well as how to protect sensitive customer/payment information.
Debbie Miglaw, Director, eSolutions Operations, DST Output
Superior Customer Experience is Vital to Capitalizing on the Data Traffic Crusade
Successfully launching tiered pricing plans is contingent upon operators empowering customers to control services, and delivering transparency in the relationship. From a customer experience perspective, the only practical way to meet these objectives is to give customers real-time, online access to their account status and relevant service information. This talk will present how to integrate your online, self-service interface with the real-time rating and charging engine that provides the critical service information. The presenter will show how such visibility helps customers make informed decisions about account upgrades; how to lower the risk of customers experiencing bill shock – resulting in increased trust and customer loyalty; provide strategies regarding launching tiered pricing plans; how to improve the customer experience, maximize data revenues, optimize the network assets and ultimately how to develop a profitable, loyal customer relationships.
Humera Malik, Director of Global Marketing, Redknee