Completeness of an e-billing system is vitally important for customer retention and reducing customer servicing costs, says John Hilton, Actuate product manager at Business Connexion`s Enterprise Application Solutions Competency.
"Customers are evolving into information consumers who demand easily accessible, on-time information that is accurate, presentable and customised, resulting in the emergence of customer self-service (CSS) in the rapidly growing e-billing space," says Hilton.
However, he says while Web-based self-service would appear to satisfy demands, such applications have tended to fail in the past for a variety of reasons.
"These include inconsistency of information across media, insufficient information to make decisions, cumbersome online interaction mechanisms and poor Web site reliability," he explains.
As sole regional reseller of the Actuate`s Enterprise Reporting system, Hilton says Business Connexion has found that CSS applications built on such a system can solve all the problems previously associated with Web-based CSS.
"Actuate can deliver information efficiently over the Web directly to customers, thereby achieving the cost savings associated with e-billing as well as improving customer satisfaction," he says.
Hilton ascribes Actuate`s suitability to e-billing solutions to its ability to ensure high availability of data, provide easy integration of customer information in real-time and deliver information efficiently online.
"Business Connexion supports Actuate as a powerful infrastructure for disseminating interactive, actionable business information to employees, partners and customers through integration of information from any data source," says Hilton.
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