Simplification, harmonisation and humanisation are the keywords of PT’s relationship with its customers. Reinforcing the closeness and increasing the transparency of the PT/customer relationship, the company presents a new bill. Simpler, more intuitive, and easier to understand, the new PT bill means an evolution in customer communication.

But what is new about the bill?

• Responds to most relevant customer questions: how much and when he has to pay;
• More intuitive information;
• Organisation of bill by services;
• More transparent;
• Presentation of each value with VAT;
• Modernisation of layout and design.

According to Abílio Martins, Board Member of PT Portugal with the Customer Relationship assignment, the new bill “personifies the moment of truth in the customer – company relationship, so it must be transparent and clear. This evolution is based on the strategy of continuous quality improvement of services delivered by Portugal Telecom”.

Bruno Espírito Santo, Customer Care and Customer Experience Department, PT, underlines that “this new bill is an enormous step in the relationship of simplicity and clearness that we wish to establish with our customers. This bill was fully designed  with our customers in mind, in order to respond essentially to the main questions asked by our customers when our bill is in their hands or on the screen of their PC in the case of the electronic bill: How much I have to pay, what I am paying, how to pay… And it has started exactly by sitting our customers around a table and asking them directly hat they wanted the PT bill to be.”

The new bill is the result of a project of revision of customer care communication, which has been developed over one year. The process of readjustment of processes and optimisation of communications led to the removal of duplications and a simplification of the language used, having been reduced 43% of the existing templates. For such purpose, a ‘Brainshop’ session has been carried out with employees, lawyers, comedians, university students, advertising professionals and teachers so as to revise and revolutionise the way how PT communicates with its customers by letter, sms text, email, telephone and telephone bill. Altogether, there were there were 200 inside and outside people involved.

According to Pedro Sardo, Information Systems Department, this launch will result in a “reduction in the number of calls received in PT’s call centre due to a clearer and better structured bill. We also predict a reduction in the volume of paper consumed, i.e. a greener bill. For the customer, it means an increase in terms of clarity, simplicity, and organisation of the information received as well as a pleasanter graphic layout, responding to eventual doubts of interpretation of the bill.” This opinion is shared by Guy Pacheco, Continuous Improvement and Change Department, who stresses that PT felt the “need to improve customer communication, correcting a number of questions asked by our customers at the call centres or stores, completing information and essentially making it clearer and more intuitive. There was also a need to align business/pricing communication on the media where we communicate prices with VAT with the bill where we used to communicate without VAT, which confused our customers.”

As of next week, a new bill will arrive at the house of MEO and wireline customers, simpler and more objective, more intuitive and easier to read. And as the reduction of the carbon footprint is a concern for PT, there was a similar evolution for the electronic bill. Let’s protect the environment together. Sign up now!

More than the culmination of an initiative, this is a new cycle towards the consolidation of a customer relationship and satisfaction strategy brings the customer’s voice into the company through transversal projects with impact throughout the whole structure of the company.

With the new PT bill, as novelties are being added up, the result is simple! Just go to www.telecom.pt and learn about every detail.