Bell Aliant Named Finalist in 2007 Billing World and OSS Today Excellence Awards
Press release from the issuing company
April 4, 2007 -- Exstream Software, Inc. today announced that its client, Bell Aliant, one of the largest regional telecommunications service providers in North America, was named a finalist in the Operational Excellence category for the 2007 Billing World and OSS Today Excellence Awards. Bell Aliant earned the recognition by integrating Exstream’s Dialogue enterprise document automation software with the company’s four separate billing systems in Atlantic Canada where they operate under the Aliant brand. The result was a redesigned billing statement that is clearer, more personalized, and gives customers the option of receiving their bill electronically. A key goal of the redesign was to reduce the number of billing-related calls to the call center. To date the company has exceeded expectations, receiving less than one percent of the calls forecasted related to the new bill.
User-friendly charts, icons and highlighted text make the new bill easier to understand for customers. Additionally, customer service representatives (CSRs) and customers can now view the same bill during a call because Dialogue generates a PDF of the printed bill for both customer online viewing and CSR retrieval from archive. In addition to transitioning more Atlantic Canadian customers to e-billing, Aliant reports the new Dialogue-created bill will reduce printing and mailing costs and provide opportunities for cross-selling and up-selling additional products and services.
“We are proud to be recognized as a finalist for this impressive award,” said Claudine Langan, director of consumer marketing for Bell Aliant. “Our customer experience at Bell Aliant can be summed up in three words: service, value and community. The overall goal of the bill redesign initiative was to provide a positive customer experience that reflects these three pillars. The
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majority of the feedback we are receiving from our customers indicates we are achieving this. So far, they love the new bill layout.”
“We are very pleased to see Bell Aliant named as a finalist for this coveted award and congratulate them on the well-deserved recognition,” said Jim Norton, vice president of Exstream’s telecommunications practice. “We are thrilled that Dialogue is playing a major role in helping Bell Aliant achieve its goals of reducing billing-related calls to their contact center, reducing production costs, and providing opportunities to increase revenue.”
Billing World and OSS Today magazine annual awards are given in recognition of a company’s ongoing success and influence on the telecommunications industry. Winners will be announced at the Billing and OSS World 2007 conference at McCormick Place in Chicago, IL on Wednesday, April 25, 2007.
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