Case Study

Wireless Broadband Lays Foundation for Aggressive Growth with Help from Gotransverse Automated Billing Platform

Overview

This wireless telecommunications company was launched in 2013 to help meet the exploding demand for telecommunications and wireless data services. The company’s goal was to provide superior, competitively priced voice and data services via asymmetric digital subscriber line (ADSL) and a government-owned broadband network. Their mission was to disrupt the regional wireless market with affordable plans for mobile and home users, scaling to 1.4 million mobile service and 600,000 broadband service customers by 2022.

As part of its strategy the company needed to maintain its planned growth trajectory and accommodate new, value-added services. However, their existing infrastructure couldn’t scale effectively. Difficulties in automating their current system resulted in limitations on how quickly they could take new products to market and it included too many manual processes, especially when it came to billing and dunning.

In order to develop a sustainable, scalable customer service platform, the company knew it needed a cloud-based billing system that could handle subscriptions-based billing, invoicing, dunning, and revenue recognition. They needed Gotransverse.

Enabling Customer Self-Service

Corporate executives had a clear understanding of the challenges they had to overcome to meet their business objectives:

  • They had to automate new service activation, eliminating manual processes that were clearly not sustainable.
  • They needed a simpler way to bring new products to market, including offering different subscription and pay-as-you-go pricing strategies and service bundles.
  • They needed to improve customer experience to reduce churn, and track customer interaction to gain a 360-degree view of customers and their needs.
  • They needed to develop a better service activation experience, providing smooth, end-to-end order management with automated provisioning and order status transparency.
  • They also needed to improve service troubleshooting, increasing adding self-service support, and minimizing manual processes and costly service calls.

All of these challenges are directly related to improving the customer-facing, self-service experience by providing more comprehensive and consolidated support on the back end. With an integrated cloud infrastructure, the company could create a self-service customer portal that would allow customers to manage their own services while the back-end system would automatically manage provisioning and billing. Partnering with the right SaaS providers also would enable them to scale without incurring substantial overhead so they could keep service costs competitive.

However, to deliver the type of comprehensive, extensible service experience they were seeking, the company also needed a robust, adaptable intelligent billing system that could handle billing and customers invoices as well as revenue recognition. And they needed a system that was flexible enough to accommodate new service bundles and billing models.

Adding Billing Versatility and Extensibility

After assessing various options, the company opted to engage Gotransverse as a SaaS partner to help them develop an adaptable, scalable customer service system with intelligent billing. They had already developed their own service activation system but the end result couldn’t scale to support their growth strategy. By deploying Gotransverse, the management team knew they would have a configurable billing platform that can scale and accommodate new products and services as the company grows.

The service provider currently offers three voice and data service plans, each priced to accommodate a specific threshold of voice and data usage. By standardizing on Gotransverse as the intelligent billing engine, they can offer these services through a customer access portal that gives subscribers immediate billing for fast service activation, including order tracking. As soon as the customer signs up for service, the Gotransverse interface generates an invoice for payment to start service.

Telecommunications customers also can sign up for voice and data services at local news agents and retailers, purchasing a preloaded SIM card that can be replenished as needed. Gotransverse tracks these accounts as well, allowing customers to add credits to extend service. The self-service portal makes it easy for customers to manage their accounts with total transparency, including the ability to see when they need to replenish service credits.

What proved even more valuable was the accounting and revenue recognition functionality built into Gotransverse. Previously, the company had used spreadsheets and sales reports rather than a formal revenue management system. Now they can track sales by specific service, region, and other variables for detailed analysis as well as accounting purposes, including revenue recognition, using the revenue management tool in Gotransverse.

All telecommunications services are billed with tax included, and the Gotransverse platform is responsible for breaking out the tax portion of payments for reporting. This capability is needed for markets such as Australia and Europe that include taxes in the price of the product to ensure accurate revenue recognition and projections.

The Gotransverse system also closely manages customer payments. Not only does the system manage billing cycles and automatically generate invoices for payment, it also tracks number of days overdue, initiating appropriate action using the Gotransverse dunning engine.

Gotransverse will make it easier to introduce new services and new service bundles in the future. As new offerings are added pricing and packages can easily be integrated into its billing infrastructure, including automated invoicing and tracking revenue and taxes for each new service component.

Gotransverse Serves as a Strategic Partner

As the company continued to assess its requirements for billing and back-end financials, it became clear that Gotransverse was the best solution for its needs, and the most cost-effective approach since it is a SaaS deployment. In addition, the Gotransverse platform had the capabilities to accommodate their future products and packages.

The Gotransverse team brings a consultative approach to each engagement, so they were able to advise on strategic points along the way and assist at each stage of deployment. The team also brought extensive telecommunications experience to the project; an added bonus.

Working with Gotransverse also helped step up customer service. The new Gotransverse user interface gives customer service reps a comprehensive portrait of customer orders and services, including a complete transaction history, giving them a single source of customer records.

Gotransverse is designed for maintainability and knowledge transfer has become part of the engagement. The company wants to maintain its own infrastructure, including developing its own analytic reports and extending the platform as the company grows.

Conclusion

Gotransverse provides cloud-based software that enables companies in any industry to operate as a subscription business model, including the often-challenging aspects of usage-based pricing and monetization at massive scale. Founded by globally recognized billing experts, the company offers an intelligent billing and subscription management platform that automates the subscription order-to-cash process, including billing, rating, collections, mediation, analytics, and revenue recognition.

Gotransverse was founded in 2008 and is headquartered in Austin, TX. For more information, visit www.gotransverse.com.