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BT Group, the leading communications service provider in the UK, relies on Amdocs Document Designer to reduce its costs and improve customer communication with its 21 million residential and business customers.
David Graystone, Head Of Billing Development, BT, speaks out about Amdocs’ work with BT
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 Document Designer 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.
SCALABILITY
When we first bought the Amdocs Document Designer, 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 Document Designer could handle it. Altogether, Document Designer supports 165 million mailed items 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.
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