Enterprise Subscriber Management and Billing
In a world of increasing telecommunications convergence,
the sharing and leveraging of infrastructure to provide additional
services to customers has created challenges that many legacy
telecommunications billing and subscriber systems are ill-equipped to
No longer do telecommunications customers purely use a land phone
line. Now most customers have multiple phones with a mix of cell/mobile
and land lines. Each of these lines has multiple options (voice-mail,
texting, data plan for internet browsing, phone insurance, etc.). Add
into this mix the wide variety of television and data options: Direct
TV, Cable TV, HD-Cable, Internet access, PPV, digital video recorders
(DVRs) rentals, Internet Service etc. and you can appreciate how
complicated it has become to produce a single holistic picture of a
consumer's telecommunications usage. Today's enterprise
subscriber management and billing systems must be able to
handle this multitude of services and options.
Each of these services also may also require multiple, concurrent,
and interdependent models for fulfillment, customer management,
invoicing, and revenue recognition. Often, billing for these services
has been simplified to fixed payments per month; however, trying to
consolidate usage details from these multiple services on a single
customer bill can be extremely challenging. The data will often be
captured in different systems, with varying levels of granularity.
Provisioning in these areas has also become
increasingly difficult. Integrating the services to automatically turn
on/off or to notify the correct type of field services for relevant
installation trips is critical to stay on top of customer expectations
and customer satisfaction.
Clients should examine how much of their customers' accounts can be
administered in a self-service mode. New web-based
Customer Portals provide customers with the ability to
manage their own services: to activate/deactivate services, pay bills,
change billing options, order PPV. Some subscriber management
systems can be integrated with an IVR or web based system to determine
the customer level. Delinquent customers can be routed to service agents
to gather payment, or to self-pay options. High-value customers can be
routed to service agents who deliver value-added services.
Whether you need to capture new billing system requirements, select
vendors, and/or implement new systems, JCS can provide you with the
expertise to effectively manage all aspects of your challenge.
click here to learn more about our systems selection and
integration service offerings.