Press release: Calvi highlights exciting results in the ETIS-Calvi Survey ahead of Rome event

Tilburg, The Netherlands. May 20^th, 2022 – Calvi is pleased to announce that from June 2-3, 2022, we will be exhibiting at the E- and Telecommunications Information Services (ETIS) gathering in Rome, Italy, where we are finally returning in person to interact and congregate with our ETIS community of family and friends after an almost two-year hiatus.

In the run up to Rome, the Calvi Team is extremely excited to unveil that the Survey, conducted in collaboration with ETIS and finalized just a few short weeks ago, has received tremendous positive acclaim by ETIS participants of the Smart Charging and Payments Working Group, with several key findings set for a deeper dive in Rome. To summarize, in 2021, over the course of many months, Calvi collaborated closely with the representatives of ETIS Telco partners to build out a Survey with a focus on: billing quality, innovation and improvements, and customer experience. In total, 18 European Telco’s took part in the Survey with the main objective being measurement and benchmarking against their own goals, as set out in the 2019 Billing Manifesto, and which were recently updated to mirror today’s market realities. The Survey consisted of approximately fifty questions, requiring a low effort on the part of ETIS Telco partner participants, while at the same time proving highly effective in terms of value-added insight.

Without giving too much away, we can reveal some important early findings, including that customer outreach via direct calls to Customer Care is still the preferred channel of choice and much more mature than other customer contact touchpoints. Digital and email channels were revealed to be much more entrenched, but lacking the maturity prevalent with direct calling, which was perceived as more empathetic and people-focused, versus digital self-service care options.

Calvi extracted from the Survey and built some important key-findings focused on: the evolution of channels; channels of the future; preferred channels; and differences in B2B and B2C. Furthermore, Calvi used these results to support six current ETIS members by comparing them to their peers, validating their roadmap, and refocusing their strategy. These positive outcomes serve as an affirmation of Calvi’s leadership in producing best-in-class benchmark assessments and surveys that drive better customer billing experiences.

The results speak for themselves and are a huge success, with ETIS management reiterating numerous times that the Survey was by far the most successful one yet, with the most contributors ETIS has seen in years. In the words of ETIS participant Haide Hermet, Bill and Collect Process Manager at Telia Estonia: “What we valued highly in the Survey was the orientation to the customer. Questions provided by Calvi challenged us to think about the bill journey for a customer across all channels. It proves that Calvi has much expertise in building up Surveys and highlighting the results.”

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About Calvi
Calvi is an Electronic Bill Presentment (EBP) and Telecom Expense Management (TEM) vendor founded in 2001. Key customers include Deutsche Telekom, KPN, Proximus, Tele2 and Vodafone Germany. We help customers reduce billing efforts, improve billing experiences, and optimize revenue via our software and consultancy solutions which cover all billing touchpoints Calvi has offices in The Netherlands (Nederhemert-Zuid) and Canada (Toronto), and is privately held.

Visit: www.calvi-insight.com to see how Calvi can turn your bill into an asset.

About ETIS
Founded in 1991, ETIS is a non-profit Foundation run by its Telco partners. We bring together the major telecommunications providers in Europe to share knowledge in a trusted environment. Our goal is to enable our partners to reach their strategic objectives and to improve their business performance by sharing knowledge on industry challenges and by collaborating where possible.

Visit: www.etis.org for more information.