Case Study: Leading Telecom Service Provider achieves 60–70% reduction in printing costs and improved customer satisfaction with FCI CCM

Leading Telecom Service Provider Transforms its Business Operations with CCM Software

Telecom Service Provider, a leading global TSP offering mobile, broadband, telephone and enterprise services, faced expensive, time-consuming multi-channel customer interactions, data redundancies, siloed processes, duplicate bills and rising maintenance costs as it scaled. To automate and unify its customer communications, the customer engaged FCI CCM to deploy its CCM software/customer communication management solution.

FCI CCM implemented a unified, cloud-secured CCM platform delivering true omnichannel and self-service communications, interactive bills with AFP-supported dynamic color printing, centralized customer data and bi-directional messaging that also enabled marketing inserts and consistent branding. The solution cut printing and stationery costs by 60–70%, improved Customer Satisfaction/NPS by 10–15%, and produced 20–25% annual cost savings while reducing redundancies, operational bottlenecks and compliance risk.