To optimize storage and decrease related expenses, TIM S/A looked to establish a centralized content management system that would satisfy storage regulations and support service level agreements (SLAs) for self-serve access. Accustomed to using hand-held devices for immediate information and connections, TIM S/A customers generally prefer APP Mobile plus SMS communications, digital bills and online self-service to email, paper invoices and call centers. The company recognized an opportunity to augment the customer experience, while reducing strain on operations.
TIM S/A turned to OpenText to build its e-billing solution and now rely on OpenText Exstream™ (formerly Communications Center Enterprise) to generate digital invoices, OpenText™ Content Suite Platform and OpenText™ Archive Server to manage and store critical enterprise documents and OpenText™ Portal and OpenText™ Web Experience Management to extend easy access to employees and customers.
Several TIM S/A groups use OpenText solutions every day, including the accounts payable, marketing, digital, invoicing and IT departments.
“The new e-billing solution we built using OpenText solutions digitally transformed the way we interact with 18 million customers,” said Washington Almeida, CIO with TIM S/A. “With OpenText, our customers can access their bills through multiple channels—APP Mobile, email, SMS, messenger apps and more.”
Exstream acts as a bill presentment solution for TIM S/A, generating and separating invoices into multiple files, including XML, LXF and PDF formats. For high-volume processing within a set timeframe, OpenText™ Object Importer enables TIM S/A to process nearly three million invoices in less than 48 hours. The company also initiates reminder notifications via Exstream to encourage customers to pay overdue bills.
Managed within Content Suite Platform and stored in Archive Server, in accordance with regulations, invoices are available on-demand in customers’ preferred format via app, portal and Web Experience Management. Bills, whether from last week or last year, are converted to PDF and delivered to clients in less than three seconds, fulfilling a key SLA for invoice accessibility. The self-serve system gives clients faster results than more labor-intensive mail or call center requests and costs less to operate.
“Multichannel access through OpenText is the better way to achieve an elevated customer experience and allows our customers to get what they want,” said Rafael Visconti, Executive Manager with TIM S/A.
By leveraging its suite of OpenText solutions, TIM S/A improved customer experience, reduced operational costs, mitigated risks and stayed compliant with industry and government regulations. Deploying reminders to customers in their preferred channel also improved invoice payment rates and reduced outstanding payments overall. The integrated system continues to return efficiencies and provide fast and convenient digital interactions and immediate invoice access in high-volumes and across multiple channels.
TIM S/A worked with OpenText Professional Services to implement the solutions and integrate them with the ‘Meu TIM’ enterprise portal and app, Oracle Siebel CRM, Clarify and WhatsApp. At deployment time, TIM S/A set a target to reduce operational costs and achieved a substantial invoice cost reduction within the first year of installation. The company is also experiencing a 52 percent digital invoice growth year-over-year.
Also within the first year, system availability stood at 98 percent, allowing TIM S/A to unburden itself of redundant content systems.
TIM S/A expects to double the number of electronic invoices it delivers every year and add corporate invoicing and invoice dispute resolution to capabilities managed by OpenText.