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Nanda Kishore
Nanda Kishore

BT relies on Amdocs Bill Formatter to reduce costs and improve customer communications with its 21 million customers. The Bill Formatter allows BT to customize 370 bill formats, change bills quickly to meet customer needs, and handle 500,000 bills per night. BT has achieved annual savings of £8 million through reduced printing and postage costs using the Bill Formatter.

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BT AMDOCS CUSTOMER SUCCESS STORY Amdocs Bill Formatter helps us reduce overall billing costs, improving customer satisfaction, communications and time to market. DAVID GRAYSTONE HEAD OF BILLING DEVELOPMENT BT, UK
BT Group, the leading communications service provider in the UK, relies on Amdocs Bill Formatter to reduce its costs and improve customer communication with its 21 million residential and business customers. COMMUNICATING THE BT BRAND In the consumer market, our prime method of communication with the customer is the bill.We send our customers four bills a year and that makes up more than 50% of our annual communication to our customers. So to us, the supply of a good bill to the customer is key, and we look to Amdocs to provide that capability. The BT brand is very important to us.We are a widely recognized and trusted brand, and we’ve used the Amdocs Bill Formatter since 2001 to exploit that link to our customers. We’ve achieved significant environmental benefits, given customers specific billing that meets their needs and shared with our customers that we have reduced overall costs. Amdocs was very sensitive to our overall brand image and helped deliver that message to the customer. Our brand has been reinforced by building the new platform and delivering these new bills to the customer.We have particularly reinforced trustworthiness and openness. In all the surveys we do with our customers, those are key brand elements that are very much appreciated. FLEXIBILITY FOR RAPID TIME TO MARKET Flexibility is the key benefit to our business.We have 370 separate bill formats. Amdocs Bill Formatter has the flexibility and functionality to support them all. The Amdocs Bill Formatter provides us with the facility to change the bill quickly in response to our customers’ needs and to provide our customers with key messages. In the old days, we could only change our bill about once every two or three years. Now we can change it every six to eight weeks, which is fantastic. Billing always used to hold us up, but now we can launch new products quickly into the market, giving us a significant competitive advantage. We launched a very complex broadband product and, with Amdocs Bill Formatter, we have been able to describe that service and the billing for it in a way that customers can understand. SCALABILITY When we first bought the Amdocs Bill Formatter, our biggest concern was scalability.We found that scalability wasn’t a problem at all, and, in fact, all our bill runs fit easily within the schedule. We produce 126 million bills in a year – that is approximately 500,000 bills each night.We added in bill reminders because we knew the Bill Formatter could handle it. Altogether, Bill Formatter supports 165 million mailed items each year. PROVEN ROI AND COST SAVINGS We targeted that we get full return and we managed to achieve that. We’ve saved an appreciable amount of money in our print and dispatch as a result of reducing the average bill size and our postage costs. We’ve reduced our overall marketing spend by providing marketing messages on the bill.Altogether, we have an annual savings of about £8 million ($13 million). We’ve continued to achieve this annual savings in subsequent years, and we’ve made significantly more savings on top, by re-engineering the bill to save even more money.We’ve saved costs equivalent to 4% of our total billing cost by using the platform, and we’re expecting to save another 2% to 3% on top of that. In addition, we see a substantial reduction in the number of customer queries. In light of all the other changes, we haven’t been able to measure it on an ongoing basis.We think it may be another £1 to £2 million saved each year. IMPROVED CUSTOMER COMMUNICATIONS AND CUSTOMER SATISFACTION We’ve met customer needs by reducing bill size and length. Now we can send a bill to the customer with the right length and level of detail, and that’s key, because it’s improved our customer satisfaction. If our customers are satisfied with the bill, then they are also satisfied with the overall performance of BT. The key fact about bill satisfaction is actually value for money. So if we can use the bill as a vehicle to communicate value for money, as much as communicate the services and products we offer, then we gain satisfaction overall. We shared the details of our customer satisfaction research with Amdocs, and they built that into the design. Bill Formatter is certainly helping us get across the value for money message. By using the Amdocs product, we changed the bill to improve customer satisfaction. The bill provides the customer with lots of information: details of all services, call usage details and a list of all their contacts with us. We produced a three-tier structure on our bill for the invoice, summary and detail levels.We’ve done a message cascade so there is a message flow through the bill. We use product-specific messaging and top-level segmentation based on the nature of the customer. We’ve provided a more condensed way of supplying bill information in a shorter number of pages.We’ve saved about 150 to 200 million pages of print each year. AMDOCS’ CAN-DO ATTITUDE – RELIABLE PARTNER THAT DELIVERS We liked the Amdocs ‘can-do’ attitude. Amdocs and BT worked very closely. The teamwork was magnificent. The whole project was deployed very quickly considering the scale of the task. That was a major achievement. Working closely with Amdocs as the supplier, you can get real value out of the relationship and deliver the full benefits of the project. I believe that this Amdocs implementation was one of the best implementations we’ve had, certainly I’ve had in my career. It met target time, and personal relationships were excellent. They’re still excellent today, and it demonstrates that by working closely with Amdocs as the supplier, you can get real value out of the relationship and deliver the full benefits of the project. So I’ve got no hesitation about thinking about using Amdocs in a wide range of billing opportunities. BT AMDOCS CUSTOMER SUCCESS STORY Copyright (c) Amdocs 2004-6. All Rights Reserved. Reproduction or distribution other than for intended purposes is prohibited,without the prior written consent of Amdocs.Amdocs reserves the right to revise this document and to make changes in the content from time to time without notice. Amdocs may make improvements and/or changes to the product(s) and/or programs described in this document any time. The trademarks and service marks of Amdocs, including the Amdocs mark and logo, Ensemble, Enabler, Clarify, Return on Relationship, DDP/SQL, DDP/F, Intelecable, STMS, Collabrent and Intentional Customer Experience are the exclusive property of Amdocs, and may not be used without permission. All other marks are the property of their respective owners. TEST/BT_RETAIL-09.04

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Btretail cs

  • 1. BT AMDOCS CUSTOMER SUCCESS STORY Amdocs Bill Formatter helps us reduce overall billing costs, improving customer satisfaction, communications and time to market. DAVID GRAYSTONE HEAD OF BILLING DEVELOPMENT BT, UK
  • 2. BT Group, the leading communications service provider in the UK, relies on Amdocs Bill Formatter to reduce its costs and improve customer communication with its 21 million residential and business customers. COMMUNICATING THE BT BRAND In the consumer market, our prime method of communication with the customer is the bill.We send our customers four bills a year and that makes up more than 50% of our annual communication to our customers. So to us, the supply of a good bill to the customer is key, and we look to Amdocs to provide that capability. The BT brand is very important to us.We are a widely recognized and trusted brand, and we’ve used the Amdocs Bill Formatter since 2001 to exploit that link to our customers. We’ve achieved significant environmental benefits, given customers specific billing that meets their needs and shared with our customers that we have reduced overall costs. Amdocs was very sensitive to our overall brand image and helped deliver that message to the customer. Our brand has been reinforced by building the new platform and delivering these new bills to the customer.We have particularly reinforced trustworthiness and openness. In all the surveys we do with our customers, those are key brand elements that are very much appreciated. FLEXIBILITY FOR RAPID TIME TO MARKET Flexibility is the key benefit to our business.We have 370 separate bill formats. Amdocs Bill Formatter has the flexibility and functionality to support them all. The Amdocs Bill Formatter provides us with the facility to change the bill quickly in response to our customers’ needs and to provide our customers with key messages. In the old days, we could only change our bill about once every two or three years. Now we can change it every six to eight weeks, which is fantastic. Billing always used to hold us up, but now we can launch new products quickly into the market, giving us a significant competitive advantage. We launched a very complex broadband product and, with Amdocs Bill Formatter, we have been able to describe that service and the billing for it in a way that customers can understand. SCALABILITY When we first bought the Amdocs Bill Formatter, our biggest concern was scalability.We found that scalability wasn’t a problem at all, and, in fact, all our bill runs fit easily within the schedule. We produce 126 million bills in a year – that is approximately 500,000 bills each night.We added in bill reminders because we knew the Bill Formatter could handle it. Altogether, Bill Formatter supports 165 million mailed items each year. PROVEN ROI AND COST SAVINGS We targeted that we get full return and we managed to achieve that. We’ve saved an appreciable amount of money in our print and dispatch as a result of reducing the average bill size and our postage costs. We’ve reduced our overall marketing spend by providing marketing messages on the bill.Altogether, we have an annual savings of about £8 million ($13 million). We’ve continued to achieve this annual savings in subsequent years, and we’ve made significantly more savings on top, by re-engineering the bill to save even more money.We’ve saved costs equivalent to 4% of our total billing cost by using the platform, and we’re expecting to save another 2% to 3% on top of that. In addition, we see a substantial reduction in the number of customer queries. In light of all the other changes, we haven’t been able to measure it on an ongoing basis.We think it may be another £1 to £2 million saved each year. IMPROVED CUSTOMER COMMUNICATIONS AND CUSTOMER SATISFACTION We’ve met customer needs by reducing bill size and length. Now we can send a bill to the customer with the right length and level of detail, and that’s key, because it’s improved our customer satisfaction. If our customers are satisfied with the bill, then they are also satisfied with the overall performance of BT. The key fact about bill satisfaction is actually value for money. So if we can use the bill as a vehicle to communicate value for money, as much as communicate the services and products we offer, then we gain satisfaction overall. We shared the details of our customer satisfaction research with Amdocs, and they built that into the design. Bill Formatter is certainly helping us get across the value for money message. By using the Amdocs product, we changed the bill to improve customer satisfaction. The bill provides the customer with lots of information: details of all services, call usage details and a list of all their contacts with us. We produced a three-tier structure on our bill for the invoice, summary and detail levels.We’ve done a message cascade so there is a message flow through the bill. We use product-specific messaging and top-level segmentation based on the nature of the customer. We’ve provided a more condensed way of supplying bill information in a shorter number of pages.We’ve saved about 150 to 200 million pages of print each year. AMDOCS’ CAN-DO ATTITUDE – RELIABLE PARTNER THAT DELIVERS We liked the Amdocs ‘can-do’ attitude. Amdocs and BT worked very closely. The teamwork was magnificent. The whole project was deployed very quickly considering the scale of the task. That was a major achievement. Working closely with Amdocs as the supplier, you can get real value out of the relationship and deliver the full benefits of the project. I believe that this Amdocs implementation was one of the best implementations we’ve had, certainly I’ve had in my career. It met target time, and personal relationships were excellent. They’re still excellent today, and it demonstrates that by working closely with Amdocs as the supplier, you can get real value out of the relationship and deliver the full benefits of the project. So I’ve got no hesitation about thinking about using Amdocs in a wide range of billing opportunities. BT AMDOCS CUSTOMER SUCCESS STORY Copyright (c) Amdocs 2004-6. All Rights Reserved. Reproduction or distribution other than for intended purposes is prohibited,without the prior written consent of Amdocs.Amdocs reserves the right to revise this document and to make changes in the content from time to time without notice. Amdocs may make improvements and/or changes to the product(s) and/or programs described in this document any time. The trademarks and service marks of Amdocs, including the Amdocs mark and logo, Ensemble, Enabler, Clarify, Return on Relationship, DDP/SQL, DDP/F, Intelecable, STMS, Collabrent and Intentional Customer Experience are the exclusive property of Amdocs, and may not be used without permission. All other marks are the property of their respective owners. TEST/BT_RETAIL-09.04