Our work
Transforming customer billing
Our collaboration with a global telecommunications provider resulted in a complete transformation of the billing process, aligning it with brand values, improving customer satisfaction, and reducing operational costs.
The organisation faced a variety of issues with bills that were complex and confusing for customers. Based on our strong track record in document design and ability to manage large, complex transformation project enabled us to deliver tangible results.
20% cost savings
Strengthen customer retention through accurate billing
75% of customers now pay via Direct Debit with flexible billing/payment dates
Improved brand perception and customer engagement
Fewer billing-related complaints and calls
Growth in Average Revenue Per User (ARPU) due to upselling via bill messaging
Customer-centric design: Simplified, colour-enhanced, and tailored for better comprehension, delivered to channel of choice.
Dynamic marketing: Variable promotions/messages embedded in bills to support cross-selling.
Multi-channel delivery (email with attachments, etc.).
Granular data validation: Prevented errors in billing output.
Audit-ready reporting: Enabled full traceability and quicker resolution of issues.
Recommendations and support for transition to a new print service provider to reduce production costs and improve timescales.
Innovations included
Our work
Simplifying renewal communications
Working with a leading global business services, data insight and analytics group, documents related to some of their services needed to reflect changing requirements.