Improved agility with a centralized and automated alerts & notifications solution

A leading TSP aimed to establish high standards of customer experience by providing consistent, personalized and interactive communications. From Onboarding, sending notifications of usage, billing information, to tracking of service requests, all communications were centralized through a single solution, the Engagement Hub built on UniServe™ NXT platform.

The objectives:

  • To generate notifications and alerts across business verticals which includes, pre-paid, postpaid, enterprise customers, payment bank account holders and small enterprises.
  • To send timely communications to customers at their different Onboarding stages, for Usage, Recharge, Bill Generation, Bill Dispatch, Transactions and Different kinds of promotion.

The Platform Advantage

  • UniServe™ NXT platform based centralized alerts and notifications solution enables real-time alerts/notifications, to all stakeholders, based on specific events and user preference
  • The Digital engagement solution built on the platform enabled the service provider maintain continuous engagement with their customers, resulting in improved brand image, increased loyalty, and reduced customer service costs.

Value delivered

  • The Customer Engagement Hub connects to all the existing customer response applications to provide a unified platform, proactively responding to customer's telecom usage and requests/queries
  • responses through SMS, Flash SMS, Email, and inter-application messages
  • Multi-lingual communications can be sent to increase customer engagement
  • Secured channels are used to send communications to a customer
  • The Customer Engagement Solution helped the TSP send almost 500 million notifications in a day and processed 10,000 transactions per second.

A few business benefits:

  • The Digital engagement solution built on UniServe™ NXT platform enabled the service provider maintain continuous engagement with their customers, resulting in improved brand image, increased loyalty, and reduced customer service costs.
  • Integrating with Alerts and Alarms for timely action if it exceeds expected response time
  • Single GUI for multiple instances deployed across different environments helped process 500 million transactions

UniServe™ NXT helps enterprises by unifying all customer communications applications across different departments, enabling intelligent communications.

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Unleash the power of interactive billing and enhance CX

One brand, one voice, and one cohesive digital experience. Consumers today demand more from their utility providers. They desire highly customized experiences as well as assistance in comprehending usage and billing rates that are becoming ever more complex.

As a utility industry, all you need is to go digital. And our Customer Communication Management platform enables you to get the best out of digital transformation by leveraging the power of digital customer engagement. This is how our platform helps your business grow.

Boost engagement

With the help of our platform, statements that are typically boring and difficult to understand are made understandable, resulting in a memorable customer experience.

Elevated CX

Personalized video creates memorable and engaging experiences at every customer journey stage. You can add a human touch to your customer service and prevent billing shock with interactive videos. This creates a rich 1:1 customer experience (CX) and improves understanding of complicated billing components. All of these result in an elevated CX and active customer engagement.

Sustainable Initiative

Energy efficiency and costs are important to consumers. A lack of individualized information prevents many people from implementing new rate plans or energy efficiency initiatives. Take advantage of the chance to digitally contact customers with individualized usage notifications and suggestions for energy-saving measures.

Quicker resolution

Our platform offers comprehensive communication and connects customer service, utility billing, and home services, assisting in the quicker resolution of customer issues and the expansion of value-added services. Your revenue soars, and interaction is now a part of your bills.

With almost three decades of experience developing strategic digital solutions for our clients, we know how to use interactive video to make highly effective digital experiences for the utility sector. To know more, watch the video.