Rogers Canada buys into Brite:Bill’s customer-centric approach to billing communications

Rogers Communications, Canada’s largest wireless provider is reported to be rolling out improved bills using Brite:Bill’s billing communications platform. Rogers can now fundamentally change how bills are presented to customers.

This is part of Rogers’ 2015 strategic focus to accelerate growth and overhaul the customer experience and was announced by Rogers’ CEO, Guy Laurence at the company’s AGM in April.

With its platform, Brite:Bill says that service providers can improve customer interactions by pre-empting questions, tackling issues and highlighting appropriate and new services through personalised, targeted messages and persuasive content. Business customers get the insights they need through tailored analytics and customisable dashboards to easily understand costs and service usage through beautifully rendered, easily understood graphs, tables and alerts.

Improved billing means fewer costly bill-related helpline calls, less customer churn and it boosts long-term loyalty. Brite:Bill’s solution is used by tier one telecom operators around the globe, including Sprint, Telenor and Vodafone. It enables operators to use billing data to better explain customers’ bills, thereby improving Net Promoter Scores (NPS), cutting churn and the average cost to serve. Brite:Bill was named a “Cool Vendor” by Gartner Inc. for 2014 and won ISA “Emerging Company of the Year”.

Brite:Bill was selected following a competitive tender process for its specialist knowledge and technological ability to deliver transformative change to the operator’s billing communications. Billing related issues are a major source for customer dissatisfaction and one of the main drivers of calls to the call centre. It was said to be imperative that Rogers take steps to address billing communication issues.

“We chose Brite:Bill as it enables us to quickly and easily make the transformative changes we need to make to customer bills. Using Brite:Bill we were quickly able to overhaul our approach to bill generation and introduce a modern, progressive billing communications capability allowing us to engage with our customers across every touch-point” commented chief customer officer, Deepak Khandelwal, Rogers Communications. “I strongly believe in innovative ways to improve customer engagement and Brite:Bill gives us a great opportunity to improve customer relationships through open, transparent and personalised bills.”

The Brite:Bill solution uses light touch integration to the core billing system, pulling the billing data and displaying it in easily understood charts, graphs and alerts. A key advantage is that each bill is tailored and personalised for each recipient.

Alan Coleman, Brite:Bill’s CEO says: “Brite:Bill is excited to be part of Rogers strategy to overhaul the customer experience through improved billing. Better billing means improved customer satisfaction and therefore fewer calls to care.”

Founded in 2010, Brite:Bill is headquartered in Dublin, Ireland and has offices in London, Madrid, Shanghai and San Francisco. (Also see: Brite:Bill to create 100 new jobs in major recruitment drive.)