CCM solution delivers cost-effective, multichannel communications of IT returns to the citizens of India

The Income Tax department is a government body, an arm of the Central Board of Direct Taxes, of Department of Revenue in Ministry of Finance, India. The year 2000 saw an overhaul of the department with stress on computerization to improve efficiency and deal with increasing workload.

The objective: To overcome the resource crunch and expedite the entire process, the IT department outsourced processing of returns to one of the leading IT service providers in the country. Customer communication management solution delivers cost-effective, multichannel communications of IT returns to the citizens of India.

  • Different types of communications were to be sent to citizens filing their tax returns. Examples included intimation of assessment/rectification of the submitted returns statement, notices declaring the ITR defective, intimation of refund etc. Sending these through multiple channels of delivery and within the defined SLA (Service Level Agreement) was a huge challenge. Handling the volumes, approximately 27 million statements, required a robust and scalable solution.
  • One of the important business objectives was to keep the cost of sending these communications to a minimum without compromising on the efficiency of the process.
  • Change management of data and design in disparate statements to reflect changing income tax rules and regulations was difficult as it needed skilled manpower.

CCM Solution at work

Our Customer communication management solution built on UniServe™ NXT Platform helped expedite the process of generating and distributing returns. All communications, nearly 25 different, conveying the status of the returns filed by the citizens were delivered using the solution. The total cost of communication was kept to a minimum while ensuring multi-channel distribution of voluminous data.


  • Reduction in cost of processing and distributing returns- The solution helped in automating the end-to-end process thus reducing manual intervention and saving printing and mailing costs.
  • Encouraging people to e-file their income tax returns- Faster and efficient process of sending returns to the citizens through electronic channels of communication helped build confidence of the citizens which encourages them to file their income tax returns online.
  • Improved citizen satisfaction- Faster turnaround time for generation of duplicate statements, electronic distribution of statements, tracking the status of the e-mails, SMS and physical mails sent to them contributed in enhancing the experience of the citizens.

Our Customer communication management solution built on UniServe™ NXT Platform helped expedite the process of generating and distributing returns.

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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.

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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.

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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.