Easier Enrollment making it easy for their prospects to signup and select their desired options without their staff having to manually re-enter order and billing information
Recurring Billing processing recurring billing and payments was a redundant, time consuming task each month which they wanted to automate and improve their ability to scale as their sales volume grew
Increase Revenue selling additional services and features were viable strategies for revenue enhancement, but keeping up with the manual billing was a tedious process
Reduce Service Costs routine billing and payment related customer questions, inquiries, and notifications were tying up staffs valuable time
The Solution
Using the product catalog made it easy to implement different pricing models, add-on features, annual and monthly subscriptions, etc. Adding a new feature now makes it available during enrollment without IT involvement for billing and charging processes.
By embedding the BluSynergy self-service portal into the StarChapter website, their customers could simply click the My Account link to self-manage their customer account, billing and payment information, resulting in a dramatic reduction in billing related inbound email and call volume. Turning on branded notifications for billing and payment activity further reduced the need for customers to call in.
Customers reacted favorably to these capabilities as well, with high adoption of the self-service functionality to respond to expiring credit card notifications, notifications for billing and payment activity, etc. Increased customer satisfaction was an upside.
