Case Study

TELECOM

Managing Storage, Retrieval and Archival of Customer Bills

For one of the biggest cellular services providers in India
Overview
The client is one of the major players providing cellular services across India. With a current subscriber base in excess of 30 million, the company generates enormous amount of customer-related documents and reports. The client is one of the major players providing cellular services across India. Broadly, there were two processes that needed immediate attention. These processes were:

! Enlisting a new subscriber: A new application form is created containing

personal, demographic and subscription details, which include the type of connection and the value plan opted by the subscriber. To enlist the subscriber, the company has a computerized database of customer applications and transactions. An analysis report is generated to enlist a new subscriber.

! Generation of Bills: Every month the cellular bills for all the subscribers
The company was finding it difficult to handle the burgeoning volume of customer forms, bills and other documents. In addition, delayed response time, poor customer service and increasing costs added to the challenge.

amounted to nearly 3,20,000 pages (approx 4GB). The bills were kept in hard drives for one month and, thereafter, stored on paper.

The Challenge
To access any vital information related to the client, the company had to retrieve the original hard copy of the application. The regular procedure included taking out a page from the entire set of documents of original application forms/bills. This page was either photocopied or used and then kept back with the original form. This led to papers being misplaced or damaged due to constant wear and tear. Moreover, due to rapid expansion of customer base, the company was finding it difficult to handle the burgeoning volume of customer forms, bills and other documents. This led to delayed response time and poor customer service. Taking into cognizance the short-term hazards and long-term consequences, the company decided to implement a Document Management System and Reports Management System to streamline the entire process.

Key Highlights
! Improved customer service and better auditing of records

The Newgen Solution

Newgen proposed a comprehensive solution to take care of all paper-related problems for the organization. The solution can be broadly classified into the following two areas:

! Timely delivery of bills ! Drastically reduced Distribution

cost of bills ! Reduction in storage space, storage costs and photocopying costs for bills

! Fetching Customer Information: Various documents in the application

forms are now being scanned, indexed on various fields such as Application Agreement Form Number, Account ID, Cell No., etc., And rendered available to be searched on these indexes as well as on Form titles and keywords to facilitate quick search.

! Customer Bill Retrieval: For customer bills, a Duplicate Bill Printing

System (DBPS) was implemented. The report generating software directly archives Bill report into OmniReports, where these bills are compressed and archived to about one-fifth of their original size using state-of-the-art data-compression techniques.

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Case Study

TELECOM
The Customer Care Executive can now request customer details or duplicate bills of any month on-the-fly and printouts can be taken of the same, which can then be mailed to the customer. An IVR (Interactive voice response system) was also integrated with DBPS. The customers could now call up the company's enquiry number and leave their mobile number, and month and year of the duplicate bill desired. The IVR would send the relevant information to the Bill Processing system. The DBPS returns the relevant customer bill as an image file to the Fax server. This bill is then faxed to the respective customer's fax number. The whole system is fully automated with no manual intervention.

Newgen solution takes care of efficiently fetching customer information and retrieval of customer bills. An Interactive voice response system was also integrated with Duplicate Bill Printing System

The Benefits
There were immediate benefits to be seen. Following is the list of an array of benefits obtained by the NEWGEN solution. Newgen Software Technologies Limited is a market leader in Business Process Management (BPM) and Enterprise Content Management (ECM), with a global footprint of about 700 installations in over 30 countries. More than 100 of these implementations are large, mission-critical solutions deployed at world's leading BFSI, BPO and Fortune Global 500 companies. Newgen is recognized by distinguished analyst firms like Gartner in its report Magic Quadrant for Business Process Management Suites, 2007 and IDC in its exclusive report Newgen Software: Global Leader in Business Process Management and Document Management Solutions. Winner of several awards, such as Frost and Sullivan's Market Leadership Award for Document Management System and Workflow Software & Services and Distinguished Application Product Company by NASSCOM, Newgen Software is an ISO 9001:2000, ISO 27001 certified and CMM Level 4 company. Fetching Customer Information

! Customer Care: The Customer Care department got a number of queries

for which it needed to refer the customer file. To obtain any information about a particular customer, they now search the customer folder and fetch the relevant information in a few seconds. Therefore, customers get quick response to their queries Checks and Audits: Any subscribers record can be verified at any point in time. The process to request and fetch information is now much faster because the time lost in looking for and retrieving a specific document has been eliminated Check defaulters and delayed payments: There is no need for continual manual checks of Credit Analysis report by the Activation department. F a s t e r and more convenient verification of the customers signature.

Customer Bill Retrieval

! Faster access and timely delivery of bills: The access to the bills has
been brought down from as long as 30 days to a few seconds and dispatching the duplicate bill within 3 minutes of the customer request, leading to happy and satisfied customer Complete Bill: OmniReports not only delivers the main as well as detailed bill Drastic reduction in the distribution cost: The distribution costs in delivering the bills through courier have been cut down by 75% IT Optimization: No RDBMS licenses, other special hardware/software and expensive media backup mediums are required Web enabling of the system: The system can be Web enabled. Customer could log on to the company portal and view their bills. Integration with payment gateways is also possible for on-line payments of bills

! ! ! !

Other benefits common to both the processes are:

! Reduction in the storage cost: The expenses incurred on storing and

archiving of the reports have been drastically reduced by more than 90%

! Reduction in storage space: Since the customer bills are now transferred
to electronic format, there is no need to physically store huge volumes of paper documents

NEWGEN prestigious clients include HSBC Bank, Deutsche Bank, Hua Nan Bank, ABN Amro Bank, ICICI Bank, IDBI Bank, State Bank Of India, ING Vysya Bank, CitiFinancial, RAK Bank, Bank of Tanzania, Max New York Life, Bajaj Allianz, Royal Sundaram Alliance, Uniliver, Philips, GE Countrywide, EXL, Satyam Nipuna, iGATE, Core 3, Ranbaxy, GSL, Kenyan Airways and SEC Phillipines.

Newgen Software Technologies Ltd. A-6, Satsang Vihar Marg, Qutab Institutional Area, New Delhi 110 067 Tel: +91-11-26964733, 26963571, 26856871 Email: newgen@newgen.co.in Newgen Software Inc. 1364 Beverly Road, St 300 McLean, VA 22101 Tel: +1 (703) 749-2855 Email: info@newgen.net

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