Pitney Bowes Group 1 Software

Telecommunications Provider COMCEL Improves Customer Service Using DOC1

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In 1999, COMCEL S.A., the leading provider of wireless communications in Colombia, began using DOC1 to compose its wireless bills and other customer correspondence. Now COMCEL wanted to make those documents available to customers, its account managers and its customer service agents for viewing over the web.

Challenges

Turnaround time to make documents available for viewing

COMCEL's billing and customer care system needed 15 hours to ingest each billing cycle's worth of documents. COMCEL also distributed the documents on CDs to account managers - an outsourced production process that took 3 days. COMCEL wanted to make documents immediately available to its customers, account representatives and customer service agents.

Storage Costs Prohibited Having Months of Bills Online

The billing system did not have compression capabilities, so each billing cycle required 35GB of storage (the size continued to increase proportionally to the number of new subscribers added each bill cycle). Due to high storage costs, COMCEL provided only the current and previous 2 months of documents online.

Slow Bill Retrieval Lengthens Service Calls

Although COMCEL's billing system could display current bills in less than 5 seconds, bills aged 3 months or more were retrieved from CD, which averaged 10 minutes each.

Solution

Group 1 loads COMCEL's AFP documents into DOC1 Archive. COMCEL employees and customers begin viewing documents within a week. Group 1 also provided COMCEL with two levels of security for its corporate customers. For example, a manager can view all his employees' bills, but the employee views only his bill.

Benefits

Rapid Deployment

Group 1 had documents available for viewing on the web and over the intranet within a week.

Faster turnaround

Documents are indexed, ingested into DOC1 Archive and ready for CSRs and customers to view in less than 4 hours after the billing cycle.

Improved Customer Service

More than 800 customer service reps access documents over the intranet and thousands of customers access their documents via the web. CSRs have instant access to all documents, regardless of their age or size.

Reduced Storage and Distribution Costs

"We were impressed by DOC1 Archive's high rate of compression," Mr. Campos continued. A billing cycle's worth of documents that once required 35GB of storage is now 10GB, which allows COMCEL to store all customer documents online, regardless of their age. "We anticipate savings of $500,000 for the first year and $1,000,000 in year two from reduced storage hardware and document distribution costs," Mr. Campos continued.

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