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UniServe|Green IT

Maximizing on
carbon credits with greener
customer communications
Evolve a competitive alternative
with UniServe
TM
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 check
A 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 solutions 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: UniServes 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. UniServes 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 enterprises green
initiatives. UniServe supports AFP (continuous
printing) output enabling enterprises to save on
paper costs. UniServes 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:
UniServes 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.
UniServes 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
customers 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
+
Courier
Application
POD
- Bill View
- Bill Analysis
Self-care
PS File
Invoice
Mail finishing
Printer
Business
Users
Reports & Analytics
Intelligent
Dashboard
B2B Portal
API

Layout designing
Data presentment
Business rules
definition
Dynamic Marketing
Messages
Personalisation
Multilingual Support
Unicode Support
S
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L
a
y
e
r
Core Billing
Application
IN for Pre-paid
billing
DB
Intelligent
Data Manager
Formatted Text file
Data enrichment
Error checking
Multiple data
sources
Computation
Lookup; Update;
Aggregate

Output
Manager
EBPP &
Self-care
- Bill View
- On demand bill delivery
- Bounced mail tracking
CRM
S
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v
i
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s

L
a
y
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End Customer
PS PS PS PSSSSS PSSSSSS
PSSSSSSSSSSS
PS
Communications
Manager
Continuous printing process with UniServe
TM
enables major Indian telecom
save thousands of trees each month
With 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 UniServe
TM
The company chose Intenses UniServe
TM
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 UniServes 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 Limited
A1, Vikrampuri, Secunderabad - 500 009, India,
Tel: +91 40 44558585 / 27849019 / 27844551 Fax: +91 40 27819040
E: 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.
Intenses offerings deliver and deploy a productized pooling of Intenses 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, UniServe
TM
, 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, UniDoc
TM
,
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.