Making billing helpful

Customers are regularly bombarded with information from their service providers whether its news related content or to do with their billing and the services that they are being provided. Getting this content right is paramount to enable customers to firstly understand the information that is being provided and then to take appropriate action.

This is even more crucial when looking at billing communications. Do your customers understand what the numbers they are seeing mean? The goal should be to simplify how information is presented via an uncomplicated format to enable customers to find important information quickly and understand what they need to do.

Utilising the ability to create personalized communications enables you to create prominent and relevant calls to action – guiding customers through what can often be a complex and confusing set of numbers.

Doing this reduces bill-related customer queries, calls and complaints which in any environment is a positive outcome. Though it also presents an opportunity. By creating a highly personalised and uncomplicated format there is the ability to add further information into the mix of business value – such as promotional offers that are targeted to particular segments. This can then lead to a growth in Average Revenue Per User (ARPU).

How do you go about doing this? The first step is to understand all the moving parts of the billing process – something that we’re experts in. With our billing clients we organize workshops and work closely with key stakeholders and third party to suppliers to understand what the current landscape is.

Countless times we have been able to achieve an increase in the uptake of additional products and services through targeted promotions, underpinning Average Revenue Per User (ARPU) growth, through creating uncomplicated formats.