T-Mobile and Calvi – Transforming the B2B Billing Experience with future-ready Bill Presentment

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.

Challenge

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.

Solution

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.

• Calvi Core: Calvi's central data repository that consolidates and harmonizes all data across multiple disparate source billing systems and allows for consistent and consolidated presentment of bill information to customers
• Calvi EBP: Calvi's EBP solution enables T-Mobile's customers to view and analyze their billing information/data within one online environment.
• Calvi TEM: Delivers T-Mobile customers with additional reporting functionalities for large business customers, which help them to monitor and manage their telecom expenses.
• Calvi Integration: It was possible to make the portal solution an integral part of T-Mobiles' self-service environment through Calvi's integration features. It is also fully integrated with its CRM system.

Results

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.

• Data Insights: With Calvi, T-Mobile created the ultimate self-service billing experience and enabled their Enterprise customers to view, analyze and manage their bills effectively. Bills and related customer information from different source systems come together in one user-friendly and an interactive online portal. Bills are now hassle-free for all customers, from small businesses to large corporates.
• Winning Customer Bids: Customers have higher needs and expect a solution like Calvi's. Customers also have certain expectations and having a solution like Calvi's online portal fulfills a requirement for larger customers and contributes to T-Mobile's success at winning bids.
• An Integral Component of the Self-Service Environment: The Calvi Solution is Integrated with T-Mobile's Customer Relationship Management (CRM) tool, making the customer journey fluent and easy to understand as they are continuously in the same domain. T-Mobile Netherlands' customers pass through systems' environments across one single journey and pathway.
• Onboarding Ease-of-Use: T-Mobile noticed increased customer satisfaction throughout the onboarding process. Calvi's solution is an integral component of this journey, has a logical place, and is easy to understand.
• Fewer Bill-Related Calls: With Calvi's ease of use and the transparency the solution offers, customers can clearly understand their billing data usage. Due to the intuitiveness of the solution, T-Mobile Netherlands customers are less likely to call customer care because they can do more themselves through self-service options.
• Future-Ready: With the ever-growing and changing customer needs, T-Mobile Netherlands can now offer a solution that grows with customer demands and provides extra value-add every step of the way.

Future Growth

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!