MultiChoice South Africa has enhanced customer service by providing subscribers with the option of receiving monthly statements via e-mail.
Says Thabo Moabi, Operations Manager of MultiChoice, South Africa: "MultiChoice is committed to achieving world-class customer service standards. Presenting our customers with a choice of how they would like to receive their monthly billing documents positions us on the cutting-edge of technology and further enhances our customer loyalty."
Striata (formerly known as The E-mail Corporation) was selected over local competitors as a result of its proven e-billing solution and significant experience in secure document delivery.
Says Heath Turner, Business Development Manager of Striata: "One of the main advantages of the Striata e-billing process is the minimal adjustment required by the customer. Monthly statements arrive in subscribers' inboxes with the same look and feel as their print counterparts. The fact that subscribers no longer have to wait for their statements to be sent through traditional methods has been favourably received."
MultiChoice is currently sending over 65 000 electronic statements each month and reports that subscribers have quickly adapted to the online billing experience.
Says Moabi: "The e-billing service will have a significant reduction in payment cycles and improve business and customer service systems."
After careful consideration, MultiChoice chose to e-mail statements to subscribers as opposed to presenting bills on a website. Says Turner: "A recent survey by World Wide Worx has found that 76% of respondents prefer to receive their bills via e-mail, as opposed to 17% who prefer to access their bills on a Web site. The slow access speeds in SA have resulted in consumers not wanting to wait for Web pages to download. They would prefer to have accounts e-mailed to them."
MultiChoice has created a unique e-mail address for any clients who would like to take advantage of electronic statements. Subscribers can send an e-mail containing their full name and account number to emailstatements@multichoice.co.za to sign up.
Turner concludes that secure electronic document delivery is one of the most powerful ways of assisting companies to enhance their customer service, whilst reducing the cost to service the customer.
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