End-to-End Customer Communications Solution Saved Time, Money and Improved Services
Introduction
Solution Dynamics Limited (SDL) have been providing a mailing service for many years to Watercare, New Zealand’s largest water utility company, wholly owned by Auckland Council.
Watercare utilizes our ISO27001 accredited automated communications processing platform and archiving and hosting software for their document management requirements that support their various customer touchpoints.
Services Provided
Process Billing Invoices, Overdue, Informational, and Compliance Communication for Residential and Business Customers.
- Secure data receipt and validation
- Data management
- Document composition – invoices and letters
- HTML composition
- Development and support of over 250 templates
- Integration with payments channels
- Production print and insert
- Digital to print integration (digital failure fallback solution)
- Email communications archival and retrieval
- Customer portal integration
- B2B invoicing including Xero integration and Electronic Data Interchange Solutions
- Self service SaaS for inhouse creation of event based communication
- Accessibility solutions for visually impaired
Supported by our SaaS software nGAGE Transact and a professional services layer that includes:
- Communication design & strategy
- Graphic design – digital & print
- Business analysis & project management
- Programming
- Customized software development
Management Reporting and Proofing
- Monthly and ad hoc reports – self service
- Automated workflow technology for approval management requirements
- Detailed production and digital reporting supporting rapid customer service activity & touchpoints
Technology
The software & hardware underpinning the relationship is a combination of vendor and SDL developed technology:
- SDL composition software for some requirements
- Vendor composition software for some requirements
- SDL SaaS technology enabling contact centre agents to create and send personalised communications from a pre-approved template library
- SDL communication archival and retrieval software
- SDL digital delivery software
- SDL reporting technology
- Fujifilm printing presses
- Bluecrest file based inserters
- Technology housed and supported by AWS
Benefits
Some of the benefits that Watercare gains from utilising the services of Solution Dynamics are:
- Reduced print & mail requirements by 80% - saving millions of dollars in associated operational costs.
- Speed to the customer benefits resulting in a reduction in days to collect.
- Clearer communications enabling a reduction in calls to the contact centre.
- Underpinning a customer self-service capability.
- Communication enabling
If you would like to discuss a customized solution, let’s talk.
Contact: Jeff Knight, VP Sales
Email: jeffkn@solutiondynamics.com
Phone: +64 (0)27 254 2884
