Case Study: TIM S/A achieves rapid, cost‑saving digital invoicing with OpenText

Leading telecom provider enhances customer service, reduces operational costs and unpaid balances with OpenText

TIM S/A, a Telecom Italia Mobile subsidiary serving more than 18 million postpaid customers across Brazil, faced the limits of paper‑based and fragmented invoicing systems: slow processing, high storage and operational costs, heavy call‑center demand, and strict regulatory retention requirements. With customers preferring mobile apps, SMS and self‑service channels, TIM needed a centralized content management and billing platform that could meet SLAs for fast, multichannel access.

TIM partnered with OpenText to deploy Exstream, Content Suite Platform, Archive Server, Portal, Web Experience Management and Object Importer, integrated with its app and enterprise systems. The solution enabled multichannel delivery and reminders, processed nearly three million invoices in under 48 hours, delivered bills in under three seconds, grew digital invoices by 52% (14 months), raised system availability to 98%, reduced costs and unpaid balances, and greatly improved customer self‑service.

TIM S/A

Rafael Visconti

Executive Manager