Success stories

Caiway

(now part of Delta Fiber Netherlands)

Caiway

Services:
Triple play (TV, Internet, telephony)
Location:
Netherlands

Integrating the company’s segregated services as flexible bundles under a unified billing and service management solution from MaxBill

Caiway is a leading triple-play service provider in the Netherlands. The company started off as a Pay-TV operator, growing steadily and introducing new services to its end-users. Caiway offered a portfolio of digital television, Internet and telephony services to a wide audience across the country.

Consistent growth in the number of customers as well as expanding to new geographical markets required an all-rounded solution to maintain customer information, offer service packages and ensure fast and secure billing. The MaxBill billing solution provided Caiway with the necessary tools for customer and service management that allowed the company to make the most of its resources and reinforce its position as a leading service provider. Currently, Caiway serves 143,000 subscribers, of which 75,000 subscribed to Internet-related services and 28,000 to telephone (VoIP) services.

In 2018, the company was purchased by the Swedish investment company EQT and became one of the brands within the DELTA Fiber Netherlands group. Being satisfied with the service quality provided by MaxBill, DELTA Fiber Netherlands decided to continue our partnership with Caiway, further expanding the usage of our solution to DELTA—another brand included in the group.

Objectives

Fully capitalise on the revenue-generating potential

Having introduced broadband and telephony services, Caiway had new market possibilities open and acquired new opportunities to expand geographically and attract more customers which the company expected to use to increase revenue.

Integrate three business lines into one system

Digital television, Internet and telephony existed as separate services with separate databases within the company. New approach to business processes required all three to be united for more efficient customer and service management.

Automate business processes

The increasing number of customers and services offered demanded to introduce new, better and faster ways of delivering services to Caiway’s end-users.

Challenges

Existing billing systems didn’t allow for efficient service integration

While growing, Caiway added new services to its portfolio individually, and it led to having three main business lines relied on separate billing systems and had separate customer databases. These systems, built and managed internally, were unable to provide the required level of data integration and needed reconsidering.

Manual processes slowed down service delivery

With separate customer databases for its products, Caiway was unable to line up self-operating processes of data managing and had to access customer information manually. Lack of automatisation and integration slowed down service delivery and didn’t meet end-users expectations, lowering the quality of services provided.

Couldn’t satisfy the market demand for service packages

Having three services isolated in the system, Caiway found it impossible to offer service bundles, which deprived the company of the competitive advantage they could use to strengthen their market position.

Solution

In order to utilize its potential as a leading service provider, Caiway implemented the MaxBill solution. Our platform allowed the company to overcome existing issues and created new opportunities for further growth. The solution included:

Establishing a unified framework for the entire service portfolio

MaxBill supplied Caiway with a centralised system that was applied to all the services the company offered. Customer management, product management, billing and invoicing were implemented as a single and standardised framework that could be applied and modified to each service to increase efficiency.

Introducing Product Catalogue

A single, consolidated system integration allowed for creating service packages of various price ranges for customers to choose from. The entire product line was displayed in MaxBill’s product catalogue, greatly expanding Caiway’s portfolio of services.

Automating business processes

The MaxBill solution defined and configured automated business processes that covered the complex combinations of service delivery and activation for each service package. Absence of manual operation contributed to rapid yet precise customer management.

Result

Leveraging the revenue-generating potential

Introduction of multiple changes in service management, a unified billing system, extended range of offered services led to using the company’s market advantage, attracting more customers and increasing company revenue.

Offering customised service packages

Integration of digital television, Internet and telephony in one system gave Caiway an opportunity to offer bundled services to the customers. MaxBill’s flexible approach allowed the company to create service packages individually, adjusting prices and offerings according to the market demand.

Improving customer targeting

Caiway took advantage of flexible service package settings and added to their portfolio unique service packages targeted at particular customer segments or to pursue specific market opportunities.

Testimonial

Hans de Groot

Senior Director of IT

"With MaxBill we were the 1st company in the Netherlands to introduce Fiber-to-the-Home (FTTH) and Loan management for Fiber equipment providing us with a significant market advantage. The MaxBill solution is also enabling us to roll out automated online migrations of complete areas where FTTH is introduced."

Aart Verbree

CEO of Caiway

"MaxBill proved to have an excellent understanding of our specific issues and challenges. The system also fits nicely into Caiway’s current architecture. These aspects form the basis for a sustainable relationship."

MaxBill solution turns billing and service management into a highly-functional system with multiple ways to expand it as to for growing business demands. An innovative approach to every element of the system ensures covering all clients needs with a single solution, which helps businesses focus on achieving their goals set, thrive and develop.

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Caiway

Caiway

Integrating the company’s segregated services as flexible bundles under a unified billing and service management solution from MaxBill

Objectives

Fully capitalise on the revenue-generating potential

Integrate three business lines into one system

Automate business processes

Challenges

Existing billing systems didn’t allow for efficient service integration

Manual processes slowed down service delivery

Couldn’t satisfy the market demand for service packages

Solution

Establishing a unified framework for the entire service portfolio

Introducing Product Catalogue

Automating business processes

Result

Leveraging the revenue-generating potential

Offering customised service packages

Improving customer targeting

Testimonial

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