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Aliant is a leading North American regional provider of information and communications technology. Each month the company sends bills to hundreds of thousands of customers. But the company recognised that the bills damaged the customer experience, prompted inquiries, caused late payments, and hurt the brand.
Aliant's challenges included the need to:
- reduce the complexity of billing information and resulting inquiries to the Customer Care Center
- resolve format differences between the paper bills customers received and the online bills Customer Care agents used
- decrease late payments that slowed the company's revenue stream
- include targeted marketing messages in bills
- cut the cost of print production.
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The Xerox team worked with Aliant to improve the customer bill and transform the company's approach to print production. The solution focused on three main areas:
- redesign the bill to improve the customer experience, facilitate marketing, and create a consistent, cross-platform format
- optimise print production through outsourcing
- apply Lean Six Sigma to expedite a relocation of technology, staff, and sensitive customer data to new production facilities.
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The Xerox solution produced a number of key benefits for Aliant:
- dramatically improved bills, reducing inquiries to the Customer Care Center by 30%
- personalised marketing capabilities and cross-selling support
- improved print production through outsourcing for year-over-year cost reductions
- a seamless transition to a new production facility.
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