CASE STUDY
Vivo
PITNEY BOWES BUSINESS INSIGHT SOLUTIONS PROVIDE
VIVO WITH CUSTOMER ONLINE ACCOUNT MANAGEMENT,
SHORT MESSAGE SERVICE (SMS) NOTIFICATION AND INVOICE
ARCHIVING CAPABILITIES.
Challenge
Vivo needed an easy-to-
implement solution that would
allow the company to quickly
adjust to changing market
demands, while supporting its
online account management
offerings for both business and
individual customers.
Solution
Vivo selected Pitney Bowes
Business Insight customer
communication management
(CCM) technology to manage
delivery of its personalized,
multi-channel communications
with customers.
SUMMARY
Vivo, controlled by the groups Portugal
Telecom and Telefónica, is the mobile
telecommunication company that offers
the best quality in phone calls, according
to Anatel (the Agência Nacional de
Telecomunicações).
Vivo is a leader in the Brazilian telecom-
munications market, being the only mobile
telecommunications company to provide
more than 40 million customers, including
individuals and businesses, with Code
Division Multiple Access (CDMA) and Global
System for Mobile Communications (GSM)
products and services. The company is also
an industry leader in call quality, broadband
data transmission with third-generation
services, extensive product and service
offerings and personalized, multi-channel
customer communications.
Challenges in Billing and
Customer Care
Vivo prints 1444 million sheets of paper per
year—front and overleaf. The billing process
takes an average of 12 days from preparation
to posting. Bills must reach customers a
minimum of five days in advance of the
payment deadline, and bill accuracy is critical.
The company sought a way to provide all
corporate and individual customer communi-
cations online, and in particular, to more
efficiently provide bills to its customers
through online bill presentment. Vivo’s efforts
IN ADDTION TO REDUCING COSTS,
VIVO HAS SUBSTANTIALLY
IMPROVED ITS RELATIONSHIP
WITH CUSTOMERS.
to provide more online communications were
also motivated by the global trend toward
environmental awareness and reducing
paper use.
In addition, the company needed a software
solution that could be quickly and easily
installed, while allowing for a fast transition
of service.
CCM Solutions
Vivo selected Pitney Bowes Business Insight’s
DOC1® document composition and e2 TM
online account management solutions,
which allow its customers to download
account information and billing statements
through online self-service terminals (SSTs).
The solution also makes it possible to send
this information to customers directly
through email and to deliver SMS alerts to
notify customers when bills become available.
These solutions enable Vivo to create, produce
and manage the delivery of personalized
communications, which reinforces Vivo as a
company that provides assurance and quality
service to its customers.
Additionally, the tool helps the company
comply with industry and regulatory standards
for providing electronic billing documents.
Most importantly, these CCM solutions allow
Vivo to provide customers with the option to
receive the documents through both digital
and printed bills.
 VIVO NOW GIVES BOTH CORPORATE AND INDIVIDUAL CUSTOMERS THE ABILITY TO
MANAGE BILLS ONLINE, ANALYZE STATEMENTS AND EASILY IDENTIFY DISCREPANCIES.

R E S U LT

The DOC1 and e2 solutions were easily and With customer communication management
efficiently implemented with Vivo’s existing and online account management solutions,
software systems, while being customized for Vivo has improved and accelerated communi-
the company’s specific needs. Pitney Bowes cations for improved customer relations,
Business Insight worked directly with Vivo while also reducing printing and postage
UNITED STATES
to implement the solutions seamlessly costs and saving printed document storage
One Global View across multiple departments at the company, space with online bill archiving capabilities.
Troy, NY 12180-8399
including billing, marketing, IT and customer
main: 518.285.6000 “In addition to reducing costs, Vivo has
service.
1.800.327.8627 substantially improved its relationship with
fax: 518.285.6070
Integration began with individual Vivo customers with these solutions,” said Amaral
www.pbbusinessinsight.com
office systems January through June 2008, Celebrate.
pbbi.sales@pb.com
and by November 2008 40 million customers
had benefited from the new offerings, Future Outlook
CANADA with total completion and implementation
Vivo is extremely satisfied with the development
in March 2009.
26 Wellington Street East of its document composition and online
Suite 500 account management solutions and the
Toronto, Ontario Improved Communications and expansion of these offerings to its customers.
M5E 1S2
Customer Relationships Vivo plans to continue to work with Pitney
main: 416.594.5200
fax: 416.594.5201
Pitney Bowes Business Insight’s DOC1 solution Bowes Business Insight to improve operations
works along with its e2 suite for comprehensive in other parts of the company such as
pbbi.canada.sales@pb.com
management of personalized, efficient and marketing, billing and customer service.
cost-effective communications with customers,
LATIN AMERICA ensuring optimal communications among its Why Pitney Bowes Business Insight?
15100 NW 67th Avenue
extensive network of systems and customers
The Professional Services team of Pitney
Suite 40 around the world.
Bowes Business Insight has a proven history
Miami Lakes, FL 33014
In addition to individual customer online of successful work in the communications
main: 305.698.2799
fax: 305.826.1246 account management, the CCM solutions industry, with the ability to help providers

la_editorial@g1.com
allow Vivo to more effectively serve corporate quickly implement complex applications in
customers with SMS warnings on account a variety of markets and departments and
activity and the ability to archive invoices. provide reduced development costs.

Vivo now gives both corporate and individual

customers the ability to manage bills online,
analyze statements and easily identify
discrepancies. “For example, we are now
providing customers with the ability to search
called telephone numbers within the invoices
to easily identify most-called numbers,
which allows Vivo to more intelligently
provide individual service,” said Antônia
Amaral Celebrate, IT manager of Vivo Brazil.

©2009 Pitney Bowes Software Inc. All rights reserved. 92195-905

Pitney Bowes Business Insight is a division of Pitney Bowes Software Inc. DOC1 and e2 are are trademarks of
Pitney Bowes Software and/or its affiliates. All other marks and trademarks are the property of their respective holders.