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Billing is an increasingly complex and vital part of the underlying business of communication service providers (CSPs). From operational workloads to customer insights, billing is simultaneously a core business process and a central tenet of the end-customer experience.
Both business and customer experience functions share a common trait: They rely on a complete and accurate accounting of the underlying customer base.
Collating this customer information, which is crucial for smooth operation and making informed business decisions, is far from trivial. This is largely due to the unique internal systems and data architectures that span across the tens or sometimes hundreds of internal business units at a given CSP. CSPs also have many different product offerings, often under completely different divisions, with each using a different system.
In addition, consolidation in the market has resulted in many mergers and acquisitions, with each business bringing its own systems and customers to be integrated.
This has driven many large CSPs to begin modernizing and rationalizing their billing functions to embrace modern architectures and data management approaches. When done successfully, this can yield significant improvements in customer experience while at the same time reducing costs — critical in an increasingly competitive marketplace with compressed margins and rising customer expectations.
