Success Story
Carriers Increase Customer Satisfaction Through Improved Web-based Billing Solutions
Goal
In the rapidly changing and expanding world of telecommunications, carriers want to distinguish themselves from the competition by offering corporate customers advanced billing systems that go beyond the detail provided on traditional paper invoices. In addition, carriers want to provide value-added services that lead to greater client retention by seeking to improve customer support services such as billing.
Challenges
Most billing systems can present billing data in a detailed, organized manner. But for carriers looking to provide value-added services that go the extra mile - to actually help its corporate customers analyze bills - carriers are looking to implement web-based invoice presentation solutions that enable companies to drill down to see every cost behind their bill and view trends through reports.
Solution
Carrier 1
In the case of one carrier, before the evolution of advanced web-based solutions, MBG developed advanced billing software that was distributed and branded by the carrier on a CD for their customers to install on desktops. Each month customers would receive a billing CD from the carrier with their billing data to view their bill in the software.
From the software, customers had the ability to create their own hierarchies, allocate costs, create reports, and drill down to the individual call level. Additionally, since the software was designed to handle multiple carriers, it allowed customers to use the same product to load and analyze billing data from other carriers. This software solution was successfully used by approximately 1,500 corporate customers for this carrier.
Carrier 2
As MBG developed and enhanced its invoice presentation solution in a hosted environment, MBG was selected to create a complete Web-based invoice presentation solution for a large national carrier's key enterprise accounts. MBG worked together with the carrier to provide these qualified clients with an invoice analysis tool that provided web-based invoices for four different services offered by the carrier, with drill down capabilities. When companies logged on, they were able to see an instant comparison from the previous month, along with analyzing charges broken down by each product classification, along viewing usage charges and one-time charges. To learn more about this billing solution click here.
Result
In each instance, carriers experienced increased levels of client satisfaction, based on internal surveys that there were conducted. These solutions also provided customers with robust reporting capabilities that tracked trends and usage patterns offering enhanced visibility into overall spend. Account managers were able to be more proactive and recommend areas where clients could improve service by having this information more readily available. MBG was also able to work with the carriers to improve electronic billing feeds to provide even more detailed billing data for its clients.
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