Proximus innovates its billing experience with Calvi

Proximus is Belgium’s largest communications service provider (CSP), delivering telephony, internet, TV, mobile and business services to its 3.5 million customers. It is currently transforming its operating model to put customer experience at the heart of all its activities, in order to meet its ambition to become a truly customer-focused digital organization that supports a sustainable, inclusive and prosperous Belgium.

When it came to innovating its billing experience (BX), Proximus turned to Calvi to help it become a frontrunner in customer satisfaction and recommendation across all its customer segments. The resulting solution enriched the customer experience Proximus offers, enabling it to simplify and clarify its BX, create more fluent customer journeys and more relevant offers for its customers.

Challenge

The merger of Proximus and Belgacom meant the organization had inherited two separate and distinct IT stacks. The resulting systems, silos and departments had difficulties working together and couldn't communicate, leading to inefficiencies, poor internal visibility and less clarity for Proximus’s customers. Not only did this put a strain on customer experience, it also increased the burden on staff.

As outlined in Proximus’s #inspire2022 strategy, the organization aims to operate as a ‘digital native’, and therefore intends to renew its entire legacy IT infrastructure by 2025, believing this will make it both leaner and fitter for the digital world. Addressing problems with the legacy bill presentment solution was part of this renewal process. Proximus’s bill presentment solution hadn’t seen much innovation in the past and became a pain-point for Proximus internally. Their current process and solution required too much manual support effort and changes were hard as the technical knowledge of its past solution was no longer in-house. Instead of innovating BX and enhancing customer experience, Proximus’s teams were spending too much of their time putting out fires.

Proximus wanted, and needed, to do better.
“Customer panel anonymously selected Calvi as the most intuitive solution”

Unlike many CSPs, Proximus didn’t just instigate an IT-centric system selection process. As a customer-centric organization, Proximus wanted to ensure its customers’ point of view was central to the changes it was making. It therefore organized a voice of the customer (customer panel) and asked its customers which bill presentment solutions they found the most intuitive and easy to use. Calvi was selected as the clear winner! 

Solution

As a result of Proximus’s internal selection process and the findings of its customer panel, Proximus decided to work with Calvi to innovate its billing experience and put their customers in the driving seat. To achieve this, Proximus implemented three of Calvi’s software modules - Calvi Core, Electronic Bill Presentment and Telecom Expense Management. 

• Calvi's Core is implemented as the central data repository that consolidated all bill data from the disparate legacy billers
• Calvi EBP enables Proximus’s customers to view and analyze their billing information within one central & intuitive Self-Service dashboard, integrated into the MyProximus Enterprise ecosystem
• Calvi TEM is positioned as a Value-Added Service for Proximus’s enterprise customers to help them monitor and manage their telecom expenses. Via upsell opportunities Proximus can generate extra revenue from this additional service.

“Calvi Insight has proved to be a great solution for our customers, as well as an asset to our internal stakeholders. Not only does it help us provide better offers to our customers, it increases transparency and enables us to meet our objective to create more fluent customer journeys.” - Renaud Herne, Product Manager Digital Billing Transformation

Results

With the help of the new solution from Calvi, Proximus is now able to deliver a far better billing experience. The solution also provides a foundation for future innovation, as Proximus evolves its product offering and transforms into a fully digital organization. Key benefits delivered by the new solution include:

• Improved Customer Service – Calvi Insight is helping Proximus reduce the pressure on its call centers by giving customers the Self-Service tools they need to manage their telecoms expenses online, reducing the need for them to call for support. When customers do need to call customer care, customer service representatives now see the exact same information as the customer, reducing the time required to resolve any problems.
• Better Sales Opportunities – Proximus is now able to create optimal offers to customers because Calvi’s solution provides better insight into customers’ usage and history. For example, if a customer is regularly paying data overage charges, Proximus can now proactively recommend a more appropriate bundle with bigger data allowances – making charges more predictable for the customer and avoiding unpleasant bill shock events. Proximus also has a stronger offer for its large enterprise customers, as it can provide the ability for them to analyze their telecoms expenses, building trust and ensuring their spending is optimized.
  
  

“One of the best things about the new solution from Calvi is that we can now proactively propose the best offers to our customers. It’s one of the reasons we chose Calvi, and it’s a win-win for both Proximus and the customer.”– Marjan Daelemans, Marketing

• Market-leading experience – with Calvi’s support, Proximus is transforming a customer experience blackspot into a valued customer touchpoint. By focusing on the billing experience, Proximus is easing the customer journey, making costs and charges more transparent, building trust with the customer, and thereby reducing complaints and churn.
• Support for innovation – Proximus’s new presentment solution positions it for innovation, supporting its ambitions to become a fully digital, customer-centric service provider. As its product offerings become more sophisticated, it can be confident that its bills are clear, intuitive, and meeting evolving customer expectations. Billing will no longer be a bottleneck for its plans, and innovation will no longer confuse its customers, now that it has a more flexible, better designed solution that will evolve in line with the organizations' product offerings and customer demands.
• Better employee experience – One of Proximus’s key objectives is to be a great place to work that fully engages its employees. By making bills clearer, giving customers more tools to manage their telecoms expenses, and CSRs the tools to resolve problems faster, Proximus has been able to reduce the burden on its staff – freeing them up to perform more value-adding tasks and transforming its contact centers from crisis centers into engagement centers.

“We used to get an Excel file from which we manually had to compile our cost structure. Now with Invoice Insights everything we need is available at a glance.” - Large Enterprise Customer, Proximus

 If you would like to innovate your billing experience or find out more about how Calvi is helping Proximus meet its business transformation objectives, please contact us.

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