Product category:
Document and workflow management software
News Release from: Exstream Software | Subject: Dialogue
Edited by the Manufacturingtalk Editorial
Team on 01 April 2005
Eatel Reduces Call centre Volume
Telecommunications Company Improves Quality of Customer Communications and Reduces Costs with Dialogue
Exstream Software announced today that Eatel, an innovative Louisiana-based communications company is successfully using its Dialogue software to keep document development in-house and create user-friendly personalised customer documents that reduce call centre volume Eatel provides local phone service, long distance, Internet, web development and e-Commerce solutions to nearly 100,000 customers in Louisiana
This article was originally published on Manufacturingtalk on 17 Aug 2006 at 8.00am (UK)
Related stories
Powergen Satisfied with Dialogue
Leading UK Energy Supplier Reduces Costs and Speeds Time to Market with Critical Customer Communications
Significant Benefits Using Dialogue Software
Central and South America's Leading Provider of Telecommunications Benefits from Dialogue to Create User-friendly Statements and Decrease Document Production Time by 40 Percent
With Dialogue, Eatel is able to maintain control over the creation of its customer communications, resulting in easier-to-read statements that clarify commonly asked questions about charges.
Key drivers in the selection of Dialogue included its ease of use, ability to dynamically incorporate rule-driven relevant messages directly into customer communications and its capacity to distribute complex communications through multiple delivery channels.
Dialogue is making it possible for Eatel to keep the design function in-house since its role-based visual interface and built-in approval workflow allow employees to build applications without specialised programming skills.
Further reading
UnumProvident Selects Exstream's Dialogue
UnumProvident (UNM) has selected its Dialogue software to be a common platform for designing, managing, and producing the communications it delivers to policyholders through multiple channels.
Certified for SAP NetWeaver status for Dialogue
Exstream Software has announced its Dialogue 5.0 enterprise document personalization software has achieved certification from SAP AG for integration with the SAP NetWeaver platform.
"The main reason we chose Dialogue was to reduce calls to the customer service centre," said Sandra Kowalski, billing systems manager.
"Dialogue gives us the flexibility to expand our descriptions of charges, put detailed notes in the white space of the bill and use highlight colour to make things stand out".
"Additionally, having control of our documents in-house and not having to send them out to a third party for changes is huge in terms of time and cost savings".
"With Dialogue, we can preview documents right away in our test environment, make changes quickly and add targeted messages to customer communications in minutes instead of days".
"This capability alone is making our marketing department very happy".
Eatel is also benefiting from Dialogue's ability to create PDFs for archival and electronic storage of information, further reducing costs.
Going forward, the company plans to take advantage of Dialogue's functionality to create highly personalised welcome kits with pertinent messages targeted to new customers.
"Reducing call centre volume and driving down costs are big challenges for the telecommunications industry," said Davis Marksbury, president and CEO of Exstream Software.
"We are excited about Eatel's ability to do both of these things using Dialogue and we look forward to our continued partnership with such an innovative company".
• Exstream Software: contact details and other news
• Email this article to a colleague
• Register for the free Manufacturingtalk email newsletter
• Manufacturingtalk Home Page
Search the Pro-Talk network of sites
