Brite:Bill, the Dublin start-up founded by entrepreneur Alan Coleman, has secured a major deal with US telecoms giant Sprint to make those awkward telephone bills more palatable and reduce the workload on call centres.
Sprint is to use Brite:Bill’s customer billng experience technology and analytics capability to communicate better with customers through their bills.
Brite:Bill, which recently announced 100 new jobs in Dublin, won the deal after a competitive tender process.
Sprint serves some 56m connections n the US and was the first national carrier in the US to roll out 4G.
Brite:Bill’s platform improves customer interactions by pre-empting questions consumers may have as well as enabling billing companies to include targeted messages and persuasive content.
Bills can be made more acceptable through beautifully rendered and easy to understand graphs, tables and alerts.
Brite:Bill’s head of marketing Orla Power explained that the improved billing experience results in less costly bill-related helpline calls, less customer churn and boosts long-term loyalty.
The company’s technology is currently used by global telecoms operators like Vodafone, TMobile, UPC, Meteor and Tele2.
Boosting the UX of billing
“Sprint are talking the platform to improve the billing communications and in turn the billing experience,” Power explained.
“It works across all channels, including mobile, web and print.
“By improving billing communications, telcos can focus on business growth rather than suffer customer churn.
“Think of it as an improved user experience (UX) from a billing point of view.
“Customer-centric billing means more satisfied customers and less calls to the call centre.
“Our research shows that between 30pc and 40pc of calls to call centres are billing related,” Power said.