eir (formerly eircom) is the principal provider of fixed-line and mobile telecommunications services in Ireland with approximately 2 million customers.

The group provides a comprehensive range of advanced voice, data and broadband services to the residential, small business, enterprise and government market and is soon to launch quad-play services to the market.

The Objectives

  • Reduce call center volumes
  • Increase customer loyalty
  • Increase online sales

Why BriteBill?

  • Integrates with existing billing systems
  • Supports paper, online & mobile billing services

The Results

  • Reduced call center, postage & print costs
  • Improved sales, particularly online
  • Improved customer loyalty

The Challenge

eir wanted to provide a more cost-efficient service delivery for its growing customer base. Unclear or confusing bills can account for up to 40% of calls to call centers. Products and services were growing in number and complexity with a legacy core infrastructure which was inflexible, costly to change and with long response times.

As a part of a full online portal refresh, BriteBill created an entirely new customer experience.

The Results

eir now presents its bills online with a clear and interactive experience for customers. This reduces the level of churn and, in future, reduce print and postage costs as well as increasing online sales.

The multi-phase project will ultimately support its quad play consumer offerings allowing customers to access all their billing information in a personalized and consolidated view.

We chose BriteBill because we wanted to be able to offer different customer experiences to different types of customers and for different services. We also wanted a single system which could provide the ability to present bills in whatever way our customers prefer.

Dervilla Mullan

Director of Online eir