CRM - April 2008 - (Page C10)

10 April 2008 Sponsored Content Saving The Earth One E-Bill At A Time. “Going Green” with Oracle Self-Service E-Billing Reduce Your Carbon Footprint While Transforming Customer Relationships “FOR EVERY 38,500 BILLS PRODUCED, A TON OF PAPER IS USED, TWO TONS OF TREES ARE DESTROYED, 65,000 LITRES OF WATER IS USED AND 2,500KG OF GREENHOUSE GASES ARE EMITTED.” (NEXT GENERATION POWER & ENERGY) Imagine having to mail your customer’s phone bill in a box—because it is 300 pages long. With the virtual world we live in today, this has become the bleak reality for businesses. Many service providers itemize bills with not only the phone calls and text messages, but also with every data transfer when the handset connects to the network. That adds up to bills with a lot of data and a lot of money spent on print, packaging, and processing costs—all negative impacts on your bottom line. But that’s not all. Think about the message this sends your customers— certainly not a positive one about being environmentally friendly and socially responsible. Environmentally conscious consumers want to do business with companies that are aware of the importance of going ‘green’. Your business can make a dramatic contribution to carbon dioxide emission reductions by implementing customer self-service and E-Billing solutions that are proven to deliver the highest user adoption levels. HIGHER ADOPTION LEVELS EQUAL HIGHER ENVIRONMENTAL IMPACT crucial & strategic component of the overall customer-centric business strategy; customers increasingly make it their FIRST choice for customer interaction.” A FIRST choice. You never get a second chance to make a first impression. What is the first impression that consumers and businesses get while visiting your site? Will their FIRST choice become their LAST choice? If your user experience is anything short of superb, it’s time to re-think your Customer Self-Service strategy in an effort to increase adoption. You reap what you sow and a well-executed self-service strategy will reap you tremendous benefits. Benefits like making a positive environmental impact on our corroded environment, increasing profitability, improving customer loyalty and transforming billings from mere transactions to meaningful relationships. With an unprecedented 125 million enrolled users, Oracle’s industry-leading E-Billing solutions are best suited to help your business realize the maximum environmental benefits of anything else on the market. Why? Because the success of any E-Billing offering depends on its adoption levels. Oracle’s solution is uniquely positioned to yield the highest number of adopted users – in fact, our offerings are proven to garner 3-5 times the adoption levels of competing solutions. GOING GREEN MAKES BUSINESS ‘CENTS’ profitability. Vendors without competitive self-service offerings will find themselves unable to compete and retain customers. For customers who enroll for online billing, turn-off paper statements, pay online, make purchases online, and seek answers to their questions online, going green makes business ‘cents’. For example, a typical B2C business can save $30 per year per customer. These savings can really add up. A typical B2B business can save thousands of dollars per year per customer. These statistics are determined by measuring the fully burdened costs to: answer the phone when the customer calls; print, package, and mail paper statements; and process lockbox-based payments. Traditionally, first-generation solutions that have been built internally or purchased have provided low adoption rates. The results are limited or no impact to operating margins or environmental footprint. Only when companies take advantage of secondgeneration technology do they realize a huge spike in customer adoption and a noticeable positive impact to their overall operating margin and green impact. SAY GOODBYE TO PAPER. SAY HELLO TO LEAFY-GREEN TREES AND HAPPIER CUSTOMERS Sheryl Kingstone, Customer Centric Strategies Director at Yankee Group, says that “well executed self-service is now a Customer Self-Service and E-Billing is no longer a differentiating technology, it is a necessary technology. Vendors with Customer Self-Service solutions are realizing significant cost reductions and improved By converting a large portion of your paper-based communications to secure electronic communications and then realizing maximum user adoption levels, your company can achieve significant carbon credits and significant operational credits. As paper decomposes, enormous http://www.oracle.com

Table of Contents Feed for the Digital Edition of CRM - April 2008

CRM - April 2008 Contents Front Office Reality Check Customer Centricity The Tipping Point A Tenancy of One’s Own The Rebirth of Taxes destinationCRM Dashboard Labor Disputes Reach The Contract Center The Plight of the Wirelines Required Reading The 2008 Service Awards The 2008 Service Leader Awards Customer Self-Service Microsoft Genesys Oracle eGain Astute Solutions The 2008 Rising Stars The 2008 Service Elite Awar Re:Tooling Scouting Report Pint of View

CRM - April 2008

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