UniServe for Telecom

Unification of customer communicationprocesses with UniServe

J Increased RevenueJ Reduced Operational CostsJ Enhanced Customer LoyaltyJ Efficient Cash Flow Management

Globally, Communications, Media and Entertainment companies are characterized

by attractive packages being unveiled almost on a daily basis, high customer

churn, cutthroat competition to deliver maximum value to customers and a

realization that customer delight flows out of much more than the basic service

mix. Today's CME enterprises need to strategically innovate business models to

control Average Revenue Per User (ARPU) while simultaneously enhancing

customer empowerment. Because, an empowered customer is a delighted

customer and a delighted customer can be retained! Our customer

communications management suite, UniServe, delivers Enterprise Agility by

helping CME enterprises attain strategic objectives like controlled ARPUs, enables

customer empowerment and facilitates the creation of customer delight.

The changing face of Telecom

Customer Communications

UniServe @ workIntense's suite for enterprise customer communications management, UniServe, can help

Telecom service providers to achieve business process unification and eliminate cost-islands,

bottlenecks and inefficiencies by enabling rapid, end-to-end, multi-modal customer

communications.

UniServe Suite for cross-functional business process integration

Filefor e-Mailingduplicate bill

F f

Filefor e-Mailing F f

File for Reports & Analysis

Filefor web hosting

Filefor printing

BillingApplication

Bill Composition

Bill Presentment

Bill Processing

FormattingSoftware

Database Manpower

Bill Composition

Bill Presentment

Bill Processing

e-DeliverySoftware

Database Manpower

Bill Composition

Bill Presentment

Bill Processing

CRM IntegrationApplication

Database Manpower

Bill Composition

Bill Presentment

Bill Processing

SelfcareApplication

Database Manpower

Bill Data Composition

Bill Data Presentment

Bill Data Processing

Reports & AnalyticsSoftware

Database Manpower

Multiple applications for customer communication Single application for customer communication

Before UniServe After UniServe

File for e-Mailing & Online presentment

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File for web hosting, Reports & Analysis

File for printingBill Composition

Bill Presentment

Bill Processing

UniServe

Database Manpower

BillingApplication

Single applicationfor Multiple Needs

UniServe unifies customer communication processes by integrating with existing infrastructure, thus eliminating

the need for multiple applications to cater to customer communications. By doing this, it ensures:

J Integrity of customer data across applications and delivery channels

J Reduction of the storage and manpower costs of multiple applications

J Streamlining of customer communications process by aligning with existing applications

Customer Communication Management simplified with UniServes Business rules engine

UniServe is a Service Oriented Architecture driven, end-to-end, customer communications solution that provides single-platform integration of all applications and delivery

channels of communications, resulting in faster, cost effective and personalized customer communication

CMSBenefits with UniServeIncreased RevenueMarketing Message ManagerJ Demographic promotional offers for up-selling / cross-selling can be published dynamically, enabling faster response to

market dynamics

J Paper real estate can be rationalized through white space management to enable third-party promotional

advertisements, and this can increase revenue earned through advertisements

Informed Business DecisionsJ Through the accelerated availability of personalized reports & analytics on customer data (e.g., reports on region-wise

ARPU for CEO, etc.), internal users can launch better targeted marketing campaigns

Reduced Operational CostsJ Reduced storage, manpower and maintenance costs by eliminating need to maintain multiple applications for customer

communications

J Optimized bill real estate management: reducing stationery and printing costs through reduced number of pages of

bills; average of 30%-40% less space required

J Reduced distribution costs through electronic sorting, automated multi-channel delivery, remote printing, multiplexing,

etc.

J Easy-to-use GUI tools lead to reduction in costs and efforts for bill layout design and change management

Enhanced Customer LoyaltyJ Improved clarity of bills through personalized, error-free communication

J Development of customer intimacy through personalized layouts and greetings on bills; e.g., wishes on occasions like

birthdays, etc.

J Increased customer delight from instant delivery of duplicate bills

J Enhanced customer delight from effective response of Customer Service Representatives (CSRs) on bill-related queries

J Customer delight via Self-care portal, enabling customers to view bills online, perform analytics on their usage patterns,

and organize a personalized address book

Efficient Cash Flow ManagementJ Instant, efficient bill processing, leading to reduction in delivery cycles

J Instant, automated distribution of bills through multiple channels like e-mail, print, fax, web

hosting, etc.

J Accelerated bill payment through prioritized delivery of bills based on customer types

J Accelerated payments through delivery of companies-specific file format

J Enabling automated tracking of returned invoices with instant CSR follow-up alerts; follow-up

cycle time reduction from 7-10 days to 1-2 days

Intense TechnologiesIntense Technologies is an enterprise software products company offering a range of productized solutions across the

Enterprise Content Management and Enterprise Customer Communication Management domains. Intense's solutions are

backed by an intricate understanding of the best practices drawn from client engagements across verticals like Telecom,

Banking, Insurance and Manufacturing.

Intenses offerings deliver and deploy a productized pooling of Intenses domain and vertical specific knowledge

gathered through various client consulting and implementation engagements-- making them meticulously packaged

offerings of expert thought, customized to be best fit for specific domains and verticals.

Intense's knowledge and process agility offering for document management, UniDoc, enables enterprises across

verticals to organize and streamline their un-structured data and integrate people, processes and documents optimally. It

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 also best-fit for end-to-end Rights

Management, Service Provisioning Workflow Automation and Email Response Management Solutions. Geared up to

comply with vertical specific standards, the UniDoc enables the adoption of best practices in each vertical.

Intense's flagship offering for enterprise customer communication management, UniServe, is a market leader across the

highly competitive and demanding Indian Telecom landscape. It 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.

The company we keep (a partial list)Telecom clients: Bharti-Airtel, Aircel, Reliance Telecom, Idea, Tata Indicom, BSNL, MTNL, BPL Mobile, Spice Telecom,

Bhutan Telecom, MTN Irancell, Ghana Telecom, Batelco Jordan and Ethiopian Telecom.

BFSI clients: Arab National Bank, Commercial Bank of Kuwait, GE Money, ICICI Prudential, National Bank of Fujairah, First

Gulf Bank, Bharti-AXA and Bajaj Allianz.

Other clients: Pepsico, Honda, Rockwool, Torrent Power and Reckitt Benckiser.

Our intensity. Your agi l i ty.

Intense Technologies LimitedINDIA: A1, Vikrampuri, Secunderabad - 500 009, IndiaTel: +91 40 44558585 / 27849019 / 27844551Fax: +91 40 27819040E: sales@intense.in W: www.intense.in

Branches:Noida: +91 120 3239989 / 4743900 - 10Mumbai: +91 22 32419713 / 32064648 / 28253400

Asia Pacific:9, Temasek Boulevard # 19-05 Suntec Tower 2Singapore 038989 Tel: +65 8288 1859