SUCCESS STORYTIM S/AIndustry• Mobile telecommunications

Solutions• OpenText™ Exstream™
• OpenText™ Content Suite Platform• OpenText™ Web Experience Management• OpenText™ Portal• OpenText™ Object ImporterServices• OpenText Professional Services

Results
Delivered mobile invoices tocustomers within three seconds
Processed and archived
nearly three million invoicesin less than 48 hours
Grew digital invoices by
52 percent in 14 months

TIM S/A optimizes customer invoicing

Leading telecom provider enhances customer service, reduces operationalcosts and unpaid balances with OpenText“The new e-billing solution
we built using OpenText
solutions digitallytransformed the way weinteract with 18 million
customers. With OpenText,
our customers can accesstheir bills through multiple
channels—email, SMS,
messenger apps and more.
Washington AlmeidaCIO
TIM S/ATIM S/A optimizes customer invoicing

TIM S/A, a subsidiary of Telecom Italia Móbile (TIM) andheadquartered in Rio de Janeiro, serves millions of digitally
savvy customers. TIM S/A provides fixed, mobile and multimedia
telecommunications services to more than 18 million pos-paidcustomers across every state in Brazil.

“The new e-billing solution we built using OpenText solutions
digitally transformed the way we interact with 18 million
customers,” said Washington Almeida, CIO with TIM S/A. “WithOpenText, our customers can access their bills through multiple
channels—APP Mobile, email, SMS, messenger apps and more.”Previously, TIM S/A dealt with many common challenges of paperbased invoicing, including delayed processing, expensive storage,
busy call centers and keeping invoices for at least ten years to comply
with government and legal regulations. Even as the mobile provider
transitioned to storing invoices as electronic files, it relied on multiplesystems that proved costly to maintain.

Exstream acts as a bill presentment solution for TIM S/A, generating
and separating invoices into multiple files, including XML, LXF and
PDF formats. For high-volume processing within a set timeframe,
OpenText™ Object Importer enables TIM S/A to process nearly three
million invoices in less than 48 hours. The company also initiates
reminder notifications via Exstream to encourage customers to pay
overdue bills.

To optimize storage and decrease related expenses, TIM S/A looked
to establish a centralized content management system that would
satisfy storage regulations and support service level agreements(SLAs) for self-serve access. Accustomed to using hand-held devices for
immediate information and connections, TIM S/A customers generally
prefer APP Mobile plus SMS communications, digital bills and online
self-service to email, paper invoices and call centers. The company
recognized an opportunity to augment the customer experience, while
reducing strain on operations.
TIM S/A turned to OpenText to build its e-billing solution and now rely
on OpenText Exstream™ (formerly Communications Center Enterprise)
to generate digital invoices, OpenText™ Content Suite Platform andOpenText™ Archive Server to manage and store critical enterprise
documents and OpenText™ Portal and OpenText™ Web Experience
Management to extend easy access to employees and customers.
Several TIM S/A groups use OpenText solutions every day, including
the accounts payable, marketing, digital, invoicing and IT departments.

Managed within Content Suite Platform and stored in Archive Server,in accordance with regulations, invoices are available on-demandin customers’ preferred format via app, portal and Web Experience
Management. Bills, whether from last week or last year, are converted
to PDF and delivered to clients in less than three seconds, fulfilling akey SLA for invoice accessibility. The self-serve system gives clients
faster results than more labor-intensive mail or call center requests
and costs less to operate.
“Multichannel access through OpenText is the better way
to achieve an elevated customer experience and allows
our customers to get what they want,” said Rafael Visconti,
Executive Manager with TIM S/A.
By leveraging its suite of OpenText solutions, TIM S/A improved
customer experience, reduced operational costs, mitigated risks
and stayed compliant with industry and government regulations.
Deploying reminders to customers in their preferred channel also
improved invoice payment rates and reduced outstanding payments“Multichannel accessthrough OpenText
is the better way toachieve an elevatedcustomer experienceand allows ourcustomers to getwhat they want.”
Rafael Visconti

Executive Manager
TIM S/ATIM S/A optimizes customer invoicingoverall. The integrated system continues to return efficiencies andprovide fast and convenient digital interactions and immediate
invoice access in high-volumes and across multiple channels.
TIM S/A worked with OpenText Professional Services to implement
the solutions and integrate them with the ‘Meu TIM’ enterprise portaland app, Oracle Siebel CRM, Clarify and WhatsApp. At deploymenttime, TIM S/A set a target to reduce operational costs and achieved asubstantial invoice cost reduction within the first year of installation.
The company is also experiencing a 52 percent digital invoice growthyear-over-year.

Also within the first year, system availability stood at 98 percent,allowing TIM S/A to unburden itself of redundant content systems.
TIM S/A expects to double the number of electronic invoices itdelivers every year and add corporate invoicing and invoice dispute
resolution to capabilities managed by OpenText.

About OpenText
OpenText, The Information Company,
enables organizations to gain insight
through market leading information
management solutions, on-premises orin the cloud. For more information aboutOpenText (NASDAQ: OTEX, TSX: OTEX)
visit opentext.com.
Customer stories
opentext.com/contact
Twitter | LinkedIn
Copyright © 2021 Open Text. All Rights Reserved. Trademarks owned by Open Text.
For more information, visit: https://www.opentext.com/about/copyright-information
06.21 | 18447.EN