Patni follows modular approach to offer Telecom Invoice Verification and Validation services to Europe's largest Mobile Phone Retailer
As an offshoot of explosive growth, the client's 'As-Is' bill checking process was not streamlined and well aligned with the ever-growing customer base. Patni ensured seamless billing across multiple service lines' product base through invoice validation and administration services.
The Client
The client is Europe's leading independent retailer of mobile phones and services, with over 2,400 stores in 10 countries.
The Challenge
Management of telecom invoices is a complex process. Unlike other recurring invoices, telecom charges are characterized by complex agreements, compound line items and high volumes of one-time usage-based charges.
The challenges faced by the client are as follows:
Need for low operating cost per invoice generated.
Effective revenue controls are required to minimize revenue leakages. Revenue leakage surged operating costs & decreased margins.
Requirement for accurate billing calculation is desired thereby reducing billing errors and delays. Erroneous bill checking resulted in rework and accumulation of backlog of calls at Customer Support Center.
Steep float loss (interest charges) due to delayed revenue realization.
The Solution
The process requires invoice verification & validation services for diversified business lines namely Wireless, Fixed and Broadband etc. which resided on multiple billing systems. Patni extends support across different business lines to ensure seamless billing. Patni verifies & validates approx. 200,000 invoices for 18 parameters across 3 different billing systems annually.
To help control client's expenses, Patni followed a modular approach for Telecom Invoice Management processes as below:
1. Processing Invoices: Invoices are accessed through client database via citrix connectivity (through designated Portal / Internet Site). Invoices are validated against client's online Billing Systems (CRM) and verified as per tariff intricacies and Business Logics & services.
2. Analyzing & Reporting: Reports per service type, hits received / issues highlighted etc. are generated as per the client's requests followed by analysis.
3. Invoice Reconciliation: Unbilled/over billed services and detection/reporting of fraudulent accounts are identified followed by verifying service usage for each invoice.
4. Invoice Verification: Identification of all invoice charges and reporting errors in outstanding expenses, if any.
The Benefits
Billing Management
The bill cycles run are not timed in a definite fashion. Patni team operates as a flexible 17 x 7 operational support to manage such adhoc billing requirement for timely revenue realization.
Streamlined billing validation with 99.99% accuracy levels resulted in substantial decrease of unsatisfied customers call at client's contact centres thereby reducing financial disputes and optimised debt management.
Consistently meeting Turn around Time (TAT) for accurate and timely billing.
Achieved economies of scale to manage augmented customer base.
Seamless integration of Invoice Management services for multiple business lines (Wireless, Broadband & Fixed Lines) within the existing engagement & framework.
The Technology