UniServe|Green IT

Maximizing oncarbon credits with greenercustomer communications

Evolve a competitive alternativewith UniServeTM

Globally, enterprises are increasingly balancing their

business objectives and the environmental impact of

their operations. Green IT, as a competitive alternative is

evolving in areas where it matters most – the business

process. Specifically in telecom, banking, insurance and

utilities verticals where customer communications

functions consume exorbitant amounts of cash in the

form of paper and power, enterprises are disproving the

myths associated with green IT.

More specifically, enterprises have successfully

debunked the argument that ecological costs and

economic goals cannot meet each other.

Transaction-intensive processes like customer

communications are reaping the most of green IT and

delivering the best of customer experiences.

Myth vs. Fact – A reality checkA growing consensus among enterprises is to

leverage technology investments to drive their

customer communications function while still

achieving sustainability goals. This new mindset

has debunked the myths that have, for years,

plagued Green IT; and has ushered in the true

essence of Green IT as a strategic edge over

competition.

Myth #1: Customer communications comprise of

several applications working across multiple

business processes. It is therefore impossible to

drive green initiatives due to obvious dependence

on multiple technology platforms and hardware

inventory.

Fact: UniServe enables enterprises to eliminate

dependency on multiple applications during input

handling and output generation phases. The

solution ushers in process unification enabling an

integrated customer communications function.

This means multiple tasks can be configured to

seek resources from a single, unified business

process. Furthermore, the solution’s end-to-end

capabilities obviate investments into multiple

technologies and hardware, thereby enabling to

drive green initiatives by way of reduced power

consumption.

Myth #2: Electronic versions of documents

(bills/statements/invoices) do not appeal to

customers since they do not see any ‘real’ or

‘special’ benefit. Also, the proof of delivery across

the communication channels (email, mobile text,

physical copy, etc.) is difficult to track, specifically

while soliciting action from the customer.

Fact: UniServe’s rules engines allow enterprises

to customize and personalize layout and

messaging on the customer documents.

Enterprises can promote electronic documents by

way of incentivizing the option for electronic bills,

statements, etc. For e.g., high net worth

customers can be aspired to switch to electronic

statements if the promotional messaging can

convey that proceeds from paper savings would

be donated to charities, greenery or social

endeavors.

Furthermore, managers can also track ‘bounced’

communication delivery and create reports and

actions for alternative delivery modes like fax,

mobile text, etc. UniServe’s self-care portal

empowers customers to view and perform

analytics on their documents without the need to

store in output formats. These features help

enterprises save on their resource consumption,

thereby ensuring low carbon footprint.

Myth #3: Research says a majority of customers

still depend on physical documents, which run in

several pages containing consumption/transaction

details, personal details, etc. There is no way to

save costs on paper and hence sustainability

goals cannot be achieved.

Fact: Leveraging paper real estate optimally

directly contributes to an enterprise’s green

initiatives. UniServe supports AFP (continuous

printing) output enabling enterprises to save on

paper costs. UniServe’s communications

manager dynamically adapts to transaction data

so as to achieve maximum usage of the paper

real estate. Efficient presentation of transaction

data by doubling up or tripling up the details

helps in reducing paper consumption, while still

maintaining the high-quality of the output.

Myth #4: Owing the large customer base that

enterprises handle, the window time to deliver

customer communications often gets breached.

Performance of the business processes cannot be

optimized since node availability is unpredictable.

Also, printing and distribution have to be anyway

centrally handled.

The Fact:

UniServe’s abilities like remote printing, load

balancing, tray switching etc. enables enterprises

to optimize the usage of hardware thereby

minimizing their carbon footprint. The solution

automatically identifies idle resources and assigns

tasks so as to save processing and printing time.

Features like barcodes insertion, OMR marks help

automatic routing of the document for processing

the desired output format. Since all the tasks are

performed in parallel at many stages, enterprises

can maximize on their operational capacity which

translates to reduced power and distribution

costs.

Myth #5: Contact centers usually do not co-exist

with the operations teams. Hence, historical data

of the customer communications needs to be

updated and maintained on a regular basis.

Moreover, contact centers also maintain document

repositories to store and retrieve customer

documents. There is very small scope of saving on

storage and maintenance costs.

The Fact:

Contact centers are the crucial customer-facing

touch points that demand ‘single version of truth’.

UniServe’s output manager dynamically updates

CRM systems so that identical documents are

available with the customer and the CSR.

Overtime, costs of maintaining contact center

come down as availability of statements and their

analytics through the self-care portal reduces the

customer’s calls to the contact center.

Enterprises that have institutionalized to green

customer communication are replicating the

benefits and the goodness of green IT across

their business processes. More so because

greener customer communications enable

enterprises in spending less while communicating

with their customers and also improve customer

loyalty by way of faster, consistent and efficient

communication.

SMTP, SMSC Server& RightFax

E-mail, SMS & Fax

SMS Fax

Updation of POD Data

+CourierApplication POD

- Bill View- Bill AnalysisSelf-care

PS File

Invoice

Mail finishing

Printer

BusinessUsers

Reports & Analytics

IntelligentDashboard

B2B Portal

API

Layout designing Data presentment Business rules

definition Dynamic Marketing

Messages Personalisation Multilingual Support Unicode Support

Services Layer

Core BillingApplication

IN for Pre-paidbilling

DB

IntelligentData Manager

Formatted Text file Data enrichment Error checking Multiple data

sources Computation Lookup; Update;

Aggregate

OutputManager

EBPP &Self-care

- Bill View- On demand bill delivery- Bounced mail tracking

CRM

Services Layer

End Customer

PS PSPSPSSSSSPSSSSSSPSSSSSSSSSSS

PS

CommunicationsManager

Continuous printing process with UniServeTM enables major Indian telecom save thousands of trees each monthWith more than 100 million subscribers, this fastest growing telecom company offers mobile,

broadband, telephone and enterprise services across major telecom circles in India. Due to the

large and ever growing customer base coupled with myriad service plans, the company was

facing several challenges due to costs on billing, revenue realization and resource utilization.

The company also had a mandate to pursue sustainability goals without compromising on

customer satisfaction and brand experience.

Green practices with UniServeTM

The company chose Intense’s UniServeTM for its ability to usher in green practices and to unify

business processes that lead to customer communications. UniServe enabled the enterprise

with a unified, completely automated solution for handling customer communications by

integrating with the core billing applications upstream; and CRM/Self-care applications

downstream.

Disparate business processes like bill formatting, presentment and distribution (encompassing

multiple applications, hardware/storage, and manual resources) have been replaced with the

UniServe. Since the solution was centrally implemented with powerful multiprocessing capability,

the enterprise was able cater to all customer communication requirements. The telecom major

derived enormous benefits from UniServe’s green approach towards customer

communications.

Highlights of benefits Enabled continuous printing process to optimize on processes and resources

Features like bill designer, duplex printing, table object and dynamic sectioning, have enabled

enrormous savings on printing and stationery costs

Reduced costs by way of less paper consumption, which translated into saving thousands of

trees every month

Taking billing experience to the next level of customer satisfaction

Intense Technologies LimitedA1, Vikrampuri, Secunderabad - 500 009, India,Tel: +91 40 44558585 / 27849019 / 27844551 Fax: +91 40 27819040E: rfi@intense.in W: www.intense.in

About Intense Technologies

Intense Technologies is an enterprise software products company offering a range of solutions for enterprise content management and enterprise customer communications management domains. Intense's solutions are backed by an intricate understanding of the best practices drawn from customer engagements across verticals like Telecom, Banking, Insurance, Utilities and Manufacturing.

Intense’s offerings deliver and deploy a “productized” pooling of Intense’s domain and vertical specific knowledge gathered from years of consulting and implementation engagements – making them meticulously packaged offerings of expert thought, customized to be best fit for specific domains and verticals.

Intense's flagship offering enterprise customer communications management, UniServeTM, is a market leader in the Indian telecom industry. UniServe is the preferred end-to-end enterprise customer communications management solution for customer document design, automated multi-modal delivery, enterprise reporting and self-care requirements.

Intense's knowledge and process agility solution for enterprise content management, UniDocTM, enables small, medium and large scale enterprises across verticals to organize and streamline enterprise content, integrate people and processes optimally. UniDoc helps enterprises to manage the entire lifecycle of their business critical documents across geographies securely and with ease. Productized around document centric applications like Indexing, archiving, records management, enterprise-wide document management and business process automation, UniDoc is the best-fit solution for document management and workflow functionalities.

For more information, visit www.intense.in.