VoIP Billing and Provisioning Service Rollout - Case Study

A medium sized web hosting company decided to roll out VoIP in addition to their current hosting services to its business and individual customers and is looking to expand the number of IP based services that they provide to its customers.

Business Challenges

  • Increase average revenue per user (ARPU) by adding of applications and services being offered, including VoIP Services.
  • Stimulate loyalty thereby reducing Customer Churn
  • Automate the ordering process to lower the cost of adding a customer
  • Reduce the number of inbound calls into the call center
  • Enhance Customer experience and confidence
  • Enable more customer self-service for ordering and management of services
  • Reduce the time to activate a customer within the different services
  • Speed up the time required to take a new service to the market
  • Manage affiliates, agents, and resellers from a single platform

    Technical Needs

  • A services catalog for managing the growing portfolio of applications and services
  • Single infrastructure for user provisioning and service activation
  • Self-service capabilities allowing customers to order and manage their own activation process
  • Automated provisioning based on customer profile and the services ordered
  • Rating and mediation features
  • Tax Settlement
  • API integration with CRM, ERP, QoS and Softswitch
  • Very short time to rollout new services

    Solution:

    RAMS GROUP'S MANAGED BILLING AND PROVISIONING SERVICE PROVIDES ACCESS, PROVISIONING AND SERVICES MANAGEMENT CAPABILITIES TO ENABLE:

  • Single secure access point for customers to order and activate services
  • Automated customer provisioning to target systems including billing and exchange
  • Delegated Administration of user management, access and provisioning processes to enable customer self-service
  • Rules-based provisioning driven by user profile attributes integrated with the applications/services requested
  • Flexible rating and mediation processes
  • Customizable Two-tiered reseller environments, that allow both wholesalers and resellers to tailor the look and feel as well as the services and terms and conditions.

    Customer Self-service and Automated Provisioning

    required for Step 1: The customer uses a self-service interface to enter the company and user information required for service activation within RAMS Managed Service to initiate the provisioning process.

    Step 2: The RAMS Managed Service administrator provides the applicable approval based on the pre-configured service specific provisioning rules. Once approval is received, RAMS Managed Service workflow continues to complete the provisioning process.

    Step 3: RAMS Managed Service begins the next step in the process by providing the relevant applications (VoIP Service, Voicemail, Support, and Billing) with the company and user information the company and user to be activated within those applications based on the user attributes (company, location and role).

    Step 4: Upon completion of Step 3, RAMS Managed Service then provides a confirmation to the administrator and the customer that the customer has been provisioned into the applicable services.

    Through the use of RAMS Billing Managed Service the Service Provider saw:

  • Faster customer activation time through automation of the activation process
  • Reduced call center costs through customer self-service
  • Quick time to market and launch new services.
  • Increased flexibility for delivering products and services
  • Consolidated infrastructure for both access and provisioning
  • Increased Average Revenue per User, as clients opted for additional services
  • Increased customer retention and reduced customer churn
  • Reduced collection days by 26%
  • Substantial increase in the general Availability of Billing and personalized web space Service

    Operations/Service Delivery benefited by:

  • Consolidation of user access and activation processes into a single management system
  • Increased productivity through automation of manual activation processes
  • Faster time to activation through customer self-service
  • Flexible business processes which accommodated both corporate and residential customers

    Marketing and Product Management benefited from:

  • Greater product flexibility to expand current product offerings
  • Faster time to market a product or service
  • Flexible product packaging and pricing
  • Affiliate manager and commission tracker
  • Banner advertising performance management
  • Flexible Frequently Asked Questions feature allowing marketing to customize it to business needs

    Sales benefited from:

  • More services to sell to new and existing customers
  • Reduced churn through customer self-service
  • Faster time to agent and affiliate commission through reduced customer activation times
  • Increased flexibility allowing Indirect Sales Channels to customize their own service

    Customer Service benefited from:

  • Reduced incoming traffic
  • Automated email processing of account status and dunning
  • Structured escalation process