BT signals that the bill is not dead, it just needs adjusting

Written by on September 13, 2017 in News with 0 Comments

By Dmytro Zinkevych /

The debate over whether the bill is dead took an interesting turn today as BT Group chooses Brite:Bill as its billing communications platform provider. The aim, according to BT Group is to transform customer invoices into personalised, interactive communications delivered in the channel of the customer’s choice.

Billing communications will be customised with an engaging design and an opportunity to promote appropriate new services or notify customers if a promotional contract period is coming to an end. With Brite:Bill, BT Group will deliver clear, easy-to-understand billing communications, that are personalised for each customer situation, giving greater account clarity.

The drivers for BT Group to improve billing communications include benefits such as a boost in retention and loyalty and a significantly improved customer experience. Under the new deal, BT Group will, in stages, roll-out all billing communications over the Brite:Bill platform, across all customer channels (print, mobile and online).

Alan Coleman, Head of Brite:Bill said: “We’re delighted that Brite:Bill has been chosen by BT Group to transform its billing communications.  BT has committed to providing industry leading standards in customer communications and we look forward to ensuring all of BT Group customers benefit from new standards in bill presentment which serve to enhance one-to-one customer relationships”.

The vision is to look beyond revenue collection and towards building and strengthening the most valuable carrier asset – their established and often long-held customer relationships. BT Group’s deployment of the technology and design expertise will be informed by our experience with other tier one global carriers such as Comcast, AT&T, Sprint and Rogers.

Questions will obviously remain about a huge global carrier being able to deliver on the idea of a personalised, interactive relationship with their customers. Most attempts to date have provided more irritation than gasps of pleasure, but the good news is that carriers are investing in the idea, and if they take a software based, iterative approach, success may be within their grasp.

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