CSG International's Siobhan Ryley at CommsDay Summit 2014
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Copyright © 2014 CSG Systems International, Inc. and/or its affiliates (“CSG International”). All rights reserved. 1 End-to-end Customer Experience: is the Back Office the new Front Office? Siobhan Ryley CommsDay Summit, 8 April 2014
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Transcript of CSG International's Siobhan Ryley at CommsDay Summit 2014
Copyright © 2014 CSG Systems International, Inc. and/or its affiliates (“CSG International”). All rights reserved.1
End-to-end Customer Experience: is the Back Office the new Front Office?Siobhan RyleyCommsDay Summit, 8 April 2014
Copyright © 2014 CSG Systems International, Inc. and/or its affiliates (“CSG International”). All rights reserved.2
The ConsumerThe Business CustomerThe Partner
Copyright © 2014 CSG Systems International, Inc. and/or its affiliates (“CSG International”). All rights reserved.3
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
Copyright © 2014 CSG Systems International, Inc. and/or its affiliates (“CSG International”). All rights reserved.6
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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Copyright © 2014 CSG Systems International, Inc. and/or its affiliates (“CSG International”). All rights reserved.12
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
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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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Copyright © 2014 CSG Systems International, Inc. and/or its affiliates (“CSG International”). All rights reserved.33
Copyright © 2014 CSG Systems International, Inc. and/or its affiliates (“CSG International”). All rights reserved.34
Copyright © 2014 CSG Systems International, Inc. and/or its affiliates (“CSG International”). All rights reserved.35
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