Customers

The Electricity Supply Board (ESB) is the leading Irish electricity utility with 1.7 million customers. With such a large customer base and more than 10 million bills to be processed each year, ESB knew it was critical to develop an efficient Enterprise Document Presentment solution if they wanted to maintain good customer relationships and keep administrative costs under control.

ESB had already invested in a comprehensive SAP system that served as the core of its business operations, and a new SAP IS-U module added billing capabilities to the solution. However, it still did not allow ESB to print a large volume of documents. The problem was that the SAP solution did not support the AFP format, the standard format for doing a large volume of printing. 

Also, ESB wanted to improve customer service by implementing a solution that made it easy for customer support staff to answer customer inquires quickly and accurately.

"StreamServe EDP saves us up to 75 percent of the time and money that it would have taken if we had used the SAP solution and it enables us to deliver superior customer service. Those are a couple of compelling benefits."
- Mr. Vivian Young, Technical Delivery Manager, ESB

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EUROFACTOR is strengthening its European business by focusing on innovative, real-time services which offer easy online access for its customers. The StreamServe Enterprise Document Presentment solution has been a key part of that strategy by providing multi-channel and multilingual distribution of 320 electronically archived accounts. 

EUROFACTOR, the leading integrated factoring network in Europe with a market share of over 21 per cent, assumes the responsibility for following up on accounts receivable for companies that choose to focus on their core business. EUROFACTOR keeps its customers updated by generating a large number of documents, such as a daily checklist of tasks that need to be performed. 

EUROFACTOR processed only paper versions of these accounts up until 2002. Managing the accounts and distributing them by mail was both costly and slow.

"By significantly cutting the volume of printed editions, which are enveloped and mailed, we have realized a return on investment for the StreamServe solution of less than one year."
- Ghislain Pineau, head of the Web, DTP, and Tools Program, EUROFACTOR Information Systems  

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MTN is the second largest mobile operator in South Africa with operations in six African countries and a total of 13.5 million subscribers. MTN wanted t o move the billing process in-house to have a more flexible invoicing routine with increased functionality, enabling them to provide better customer service. StreamServe enabled MTN to use the same system for invoicing and billing statements, and enhanced e-mail and fax functionality.

MTN is the second largest mobile operator in South Africa with operations in six African countries and a total of 13.5 million subscribers. MTN wanted to move the billing process in-house to have a more flexible invoicing routine with increased functionality, enabling them to provide better customer service.

StreamServe enabled MTN to use the same system for invoicing and billing statements, and enhanced e-mail and fax functionality. StreamServe is used mainly for billing customers, but it is also connected to the e-mail and fax system, enabling smooth creation of complex and personalized messages.

"We see clear benefits with StreamServe Telecom both for marketing new products and enabling business operations. On top of that, it has given us better control of bill formatting and bill presentment by allowing us to move it in-house."
- Gary Hou, Senior IS billing/customer care manager MTN South Africa

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When Stanley Europe was faced with slow product and document dispatch times, rapidly rising print costs, and inconsistent branding on client-facing documents, they turned to StreamServe for help. They were not disappointed.

“The StreamServe Enterprise Document Presentment (EDP) solution has returned a staggering ROI: It has enabled us to modify documents in minutes rather than weeks; reduce the size of an invoice from four pages to a page, and slash our letterhead costs by 90%. With StreamServe EDP, we can also deliver invoices to suit each client’s needs, while promoting our brand consistently across Europe. As a result, StreamServe EDP has been a real strategic asset for us on a number of levels.”

- Matt Pemberton, Analyst Programmer – Commercial Systems, Information Management, Stanley Europe

Stanley, an S&P 500 company with 2004 revenues of $3.0 billion, is a worldwide supplier of consumer products, industrial tools, and security solutions for professional, industrial, and consumer use. For over 162 years, the Stanley® brand has been synonymous with quality, reliable products. Its well-known tool and storage brands include Stanley® as well as FatMax®, Husky®, Goldblatt®, Bostitch®, Jensen®, Mac®, Proto®, La Bounty®, Vidmar®, CST®, David White® and ZAG®. Security Solutions brands include Stanley®), Best®, Blick® and Frisco Bay®. The company employs approximately 15,500 associates.

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With 1.2 million customers and 2,500 employees, TUI Netherlands is the largest travel agency in the Netherlands. To meet and beat the competition, TUI made a strategic decision to develop and implement customer-centric communication processes. TUI wanted to improve the presentation and content of travel documents and to personalize the experience, whether it was on the Web, via email, fax or SMS. In addition, production times had to become shorter and more reliable.

With 1.2 million customers and 2,500 employees, TUI Netherlands is the largest travel agency in the Netherlands. To meet and beat the competition, TUI made a strategic decision to develop and implement customer-centric communication processes. TUI wanted to improve the presentation and content of travel documents and to personalize the experience.

TUI now benefits from using StreamServe in a variety of ways. StreamServe automates travel document production, cutting production to a maximum of one working day. The Integration between various information systems helps tailor information for individual customers. Bar codes on travel documents are based on customer data, so the packaging line can add suitable marketing brochures. And a unique track-and-trace function enables TUI to locate travel documents via the Internet.

“StreamServe automates the document process which means that we require fewer permanent and temporary employees and save 50 percent on paper costs.”
Maarten Groot Wassink, ICT application developer at TUI