Transform the billing experience to meet the needs of the digital customer while increasing operational productivity by 40%
In today’s digital economy, delighting customers digitally and winning them over on an emotional level are the modern keys to success. This becomes more important in the context of delighting the customers with a digitally transformed billing experience.
As Communications Service Providers (CSPs) evolve into Digital Service Providers (DSPs), one of their key focus areas is to transform the billing experience of the digital customers, thereby differentiating and gaining competitive advantage. However, there are various impediments to this.
The existing disjoint and disparate billing landscape impacts Digital Service Providers’ (DSPs’) operational productivity and customer experience. Processes such as rating, billing, invoicing, and collections typically drive huge calls to the DSPs’ contact center, leading to low customer satisfaction and high operational costs.
A transformed billing landscape must provide customer-centric bills by handling sophisticated services and various types of subscribers, lines of business, payment methods and business models. Additionally, it must seamlessly integrate with other applications in real-time.
However, the DSPs’ ecosystem is very complex, and they face various challenges in implementing a unified and digitally transformed billing landscape.
While a few mature COTS billing products are available in the market, integrating them into a complex DSP ecosystem can be quite challenging. Also, the COTS products often do not address the above challenges. Hence, DSPs must implement the right strategic levers to address these challenges and realize the true benefits of a digitally transformed billing landscape.
Download this insight to know more about:
- Key strategic levers to transform the billing experience and meet the needs of the digital customer
- How DSPs can successfully consolidate the siloed billing systems by striking a balance between the current and future environments
- How DSPs can resolve the complex integration challenges and ensure scalability by creating foundational and reusable building blocks to facilitate the highest re-use of key functionalities
- Business benefits achieved by a leading DSP in Europe after implementing the proposed strategic levers to deliver customer-centric billing
- Derrek Schutman
- Sumit Thakur
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