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End-to-end Customer Experience: is the Back Office the new Front Office?Siobhan RyleyCommsDay Summit, 8 April 2014

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The ConsumerThe Business CustomerThe Partner

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the consumer…

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BUT …

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Postpaid

PWC: bill practices and policies account for 14% of churn

Analysys Mason: for one CSP, 50% of its customer interactions occurred in the billing phase

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high

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confusing

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help is at hand

Back office

super hero

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case study: AT&T

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Prepaid consumer

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doesn’t know what’s going on

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lack of control

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so they leave …

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Subscriber Experience

Inclusiveness, Intimacy and Innovation

Demonstrate inclusiveness with full experience across all services

Allow customer to choose how to track usage and what notifications to receive

Immediate top-ups, service changes, bolt-ons for customer intimacy

Single account to have multiple balances, with hierarchy of control

Make innovative suggestions for package changes and add ons

15

policy

personalisationanalytics

real-time charging

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Get customers using data roaming again

OFFER ADD-ON ROAMING PRODUCT

CONSUME SERVICES

PASS EXPIRES

Offer a daily roaming pass for £5 that includes data roaming for a day

Pass expires and data roaming switched off to prevent bill shock

or user can opt out and accept normal charges

REAL TIME NOTIFICATIONS

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offer multiple payment options

Source: www.windmobile.ca

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Business Customers

Accenture: Ten percent of enterprise customers reported having terminated a contract with their carrier because of poor billing performance

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late

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wrong

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complicated

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BackOffice

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VerizonREPLACING 40 SEPARATE BILLING SYSTEMS WITH ONE

BENEFITS

• Improve customer satisfaction• Single set of processes from order to book• Support complex representation of customers’ own

cost centres• Invoice accuracy and consolidation

• Reduce Costs• Consolidation of different billing systems• Reduced number of credit notes

• Cost Effectively run BSS operations• Replaced 35 legacy systems so far• 24 Million tariffs!

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Partners

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wrong

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late

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help is at hand

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case study: European CSP

Partner settlement/ revenue share

All content servicesRoyalty/ copyright

paymentsMicropayment, appstore,

NFC purchases

Complex revenue share

rules

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• Wholesale billing of services to VARs• Real time credit control, rating, and charging

solution for retail end-user services• Revenue share of wholesale and retail

charges between customer and VARs in the value chain

• VAR handle care and pricing changes via portal using billing APIs

• Automated on boarding process• Support of hierarchical relationship to

support VAR-to-VAR reselling

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SO …

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siobhan.ryley@csgi.com

+61 412 386 049