Offering online billing services to customers could counter- intuitively lead to higher revenues per customer - says a provider of ebilling services. CTI Group conducted a survey, and found the most surprising result centres around the industry's traditional concern that by providing customers with online bill analysis tools - helping customers to cut unnecessary expenditure - will lead to a drop in Telco revenues.
In practice however, the survey confirms that 86% of those surveyed, stated that the provision of ebilling and analysis, rather than threatening revenues, has in contrast opened up the opportunity to win more business, as well as enhancing existing customer satisfaction.
This experience was underlined with a further 78% agreeing or strongly agreeing that telcos would in fact lose customers by not providing them with the transparency of bills via online analysis tools.
Warren Drummond head of product and marketing at CTI Group comments: "The survey clearly shows that online analysis tools are becoming a must-have element in competitive Telco strategies, A key driver for the provision of analysis tools is the degree in which they reduce billing enquiries to customer care." CTI Group acts as support to 6,000 corporate accounts on behalf of one of the world's top three telecoms companies, representing around 1.5 million handsets. The support that CTI Group's online analysis solutions provide means that this large user group have to field as little as 180 calls a month.
Drummond adds: "The main reasoning for turning off paper billing onto ebilling in relation to make savings comes as no surprise. To justify the capital or revenue costing models used when implementing ebilling, the bottom line must be improved. The good news on this spend is that most Telcos recoup the initial outlay and start to save money in some cases over months rather than years. What is particularly encouraging from this study, though, is the strong recognition that ebilling wins new customers."
The survey completes research carried out by CTI into current thinking on ebilling within the Telco corporate sector. The white paper can be requested from the CTI Group website.
Posted to the site on 30th June 2009
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