T-Mobile Netherlands is one of The Netherlands' largest communication service providers (CSPs), headquartered in The Hague, and delivering mobile, fixed, and business services to its 7 million customers. T-Mobile is currently focused on becoming a truly customer-centric company, with an aim to continuously go the extra mile when it comes to providing exceptional service and value-add to its current and future customer base.
When it came to improving the customer journey for their business customers, T-mobile recognized that their Enterprise customers demanded more enhanced self-service bill reporting and expense management capabilities. While setting up their self-service environment, T-Mobile was looking for a solution that could help them present data to their customers, they needed an innovative solution that could match their customer's expectations and evolve with their needs. This is an essential factor in the customer journey. T-Mobile turned to Calvi to implement its bill presentment and telecom expense management solution to enrich their customers with the correct data and tooling.
During T-Mobile's journey to becoming a customer-centric and customer-first organization, they faced many challenges which needed to be addressed. T-Mobile's goal was to create a fluent customer journey within their CRM environment, their previous EBP solution wasn't able to integrate. Additionally, they also wanted to offer customers a more reliable and secure solution, one that was capable of different reporting functionalities tailored to each customer's personalized and very segmented needs. Because their largest customers expected T-Mobile to have a mature solution that could help them to analyze and process their bills.
T-Mobile realized they had to raise the bar to keep innovating and delivering advanced and unique tooling to their end-users. With customer demands increasing and product portfolios growing, bills are becoming more complex, leading to more calls to care. T-Mobile understood that they had to focus on every aspect of the customer journey and how they presented bill data to their business customers. Previously, T-Mobile could not provide data and insights related to a customer's telecom usage in the detailed way that customers expected it. Moreover, they wanted to improve how they presented billing data while simultaneously decreasing the number of calls to the service desk that were specifically bill driven. For all challenges, Calvi was the selected partner.
In a world in which transparency and ease of use are of the utmost importance, T-Mobile Netherlands wanted a mature solution that could fit the needs of their business customers while at the same time easily integrating with their CRM system so that end-users could enjoy one fluent customer journey. In the end, they chose Calvi for our feature maturity and rich expertise and focus within the Telecom industry while also acknowledging that Calvi's solution was the best-in-class choice vis-à-vis data consolidation and presentment. The different features within Calvi's online portal provide end-users with the best insights and data and allow and enable different cross-sections of an organization with Calvi's extensive reporting functionalities.
"Calvi's solution stood out above the rest. Due to Calvi's focus on the Telecom industry, they created a very mature product and are well put together. The way they collect and present, something that is very difficult, is just powerful." – Martijn Walstra – Manager B2B development and innovation.
T-Mobile Netherlands decided to go with a specialist who could implement their solution, and as a result, Calvi was chosen and is now being used by T-Mobile Netherlands' end users. The outcome is a solution that presents billing data simply and intuitively and integrate within T-Mobile Netherlands' CRM system. To achieve this, T-Mobile implemented four of Calvi's software modules: Calvi Core, Electronic Bill Presentment (EBP), Telecom Expense Management (TEM), and Integration.
With Calvi's solution integrated with the customer journey and self-service environment, T-Mobile Netherlands can now provide customers a much better billing experience through increased data transparency and self-service reporting capabilities. The solution is a foundation for future innovation and growth for the Calvi and T-Mobile Netherlands partnership.
The T-Mobile Netherlands – Calvi partnership has grown and expanded over the years. Like any relationship, the partnership has known several challenges and unique perspectives. However, what is remarkable and noteworthy is that a supplier relationship has transformed into a true collaboration, one in which challenges are discussed early on in the process while always remaining clear and transparent. We are now working towards a more innovative solution that will address all billing challenges while at the same time continuously improving the customer journey and billing experience of T-Mobile Netherlands customers to do what Calvi does best – provide best-in-class experiences by making bills simpler, smarter, and more profitable.
"Our partnership with Calvi has grown over the years. It's great working with Calvi because of the size of the company, they are able to provide a level of authentic one-on-one support. This makes collaborating on projects and initiatives that aim to improve the customer experience and billing journey that much more enriching and rewarding." Egbert Kroon – Director B2B development & innovation
If you are looking to transform your customers' journey and billing experience or are curious to learn more about the Calvi and T-Mobile Netherlands partnership, reach out here!
Laura Broers is Calvi’s Marketing and Communications Specialist, joining Calvi after completing a degree in communications. With her passion for improving the billing experience, Laura is great at putting herself in the customers’ shoes to help CSPs think about how they can improve their billing communications.
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