Copyright © 2014 CSG Systems International, Inc. and/or its affiliates (“CSG International”). All rights reserved.1
End-to...
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The Co...
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the co...
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BUT …
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Postpa...
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high
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confus...
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help i...
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case s...
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Prepa...
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doesn...
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lack ...
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so th...
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Subsc...
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Get c...
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offer...
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Busin...
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late
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wrong
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compl...
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BackO...
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Veriz...
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Partn...
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wrong
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late
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help ...
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case ...
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• Who...
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SO …
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CSG International's Siobhan Ryley at CommsDay Summit 2014

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CSG International's Siobhan Ryley at CommsDay Summit 2014

  1. 1. 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
  2. 2. Copyright © 2014 CSG Systems International, Inc. and/or its affiliates (“CSG International”). All rights reserved.2 The Consumer The Business Customer The Partner
  3. 3. Copyright © 2014 CSG Systems International, Inc. and/or its affiliates (“CSG International”). All rights reserved.3 the consumer…
  4. 4. Copyright © 2014 CSG Systems International, Inc. and/or its affiliates (“CSG International”). All rights reserved.4 BUT …
  5. 5. Copyright © 2014 CSG Systems International, Inc. and/or its affiliates (“CSG International”). All rights reserved.5 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
  6. 6. Copyright © 2014 CSG Systems International, Inc. and/or its affiliates (“CSG International”). All rights reserved.6 high
  7. 7. Copyright © 2014 CSG Systems International, Inc. and/or its affiliates (“CSG International”). All rights reserved.7 confusing
  8. 8. Copyright © 2014 CSG Systems International, Inc. and/or its affiliates (“CSG International”). All rights reserved.8 help is at hand
  9. 9. Copyright © 2014 CSG Systems International, Inc. and/or its affiliates (“CSG International”). All rights reserved.9 case study: AT&T
  10. 10. Copyright © 2014 CSG Systems International, Inc. and/or its affiliates (“CSG International”). All rights reserved.10 Prepaid consumer
  11. 11. Copyright © 2014 CSG Systems International, Inc. and/or its affiliates (“CSG International”). All rights reserved.11
  12. 12. Copyright © 2014 CSG Systems International, Inc. and/or its affiliates (“CSG International”). All rights reserved.12 doesn’t know what’s going on
  13. 13. Copyright © 2014 CSG Systems International, Inc. and/or its affiliates (“CSG International”). All rights reserved.13 lack of control
  14. 14. Copyright © 2014 CSG Systems International, Inc. and/or its affiliates (“CSG International”). All rights reserved.14 so they leave …
  15. 15. Copyright © 2014 CSG Systems International, Inc. and/or its affiliates (“CSG International”). All rights reserved.15 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 policy personalisation analytics real-time charging
  16. 16. Copyright © 2014 CSG Systems International, Inc. and/or its affiliates (“CSG International”). All rights reserved.16 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
  17. 17. Copyright © 2014 CSG Systems International, Inc. and/or its affiliates (“CSG International”). All rights reserved.17 offer multiple payment options Source: www.windmobile.ca
  18. 18. Copyright © 2014 CSG Systems International, Inc. and/or its affiliates (“CSG International”). All rights reserved.18 Business Customers Accenture: Ten percent of enterprise customers reported having terminated a contract with their carrier because of poor billing performance
  19. 19. Copyright © 2014 CSG Systems International, Inc. and/or its affiliates (“CSG International”). All rights reserved.19
  20. 20. Copyright © 2014 CSG Systems International, Inc. and/or its affiliates (“CSG International”). All rights reserved.20 late
  21. 21. Copyright © 2014 CSG Systems International, Inc. and/or its affiliates (“CSG International”). All rights reserved.21 wrong
  22. 22. Copyright © 2014 CSG Systems International, Inc. and/or its affiliates (“CSG International”). All rights reserved.22 complicated
  23. 23. Copyright © 2014 CSG Systems International, Inc. and/or its affiliates (“CSG International”). All rights reserved.23 BackOffice
  24. 24. Copyright © 2014 CSG Systems International, Inc. and/or its affiliates (“CSG International”). All rights reserved.24 Verizon REPLACING 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!
  25. 25. Copyright © 2014 CSG Systems International, Inc. and/or its affiliates (“CSG International”). All rights reserved.25 Partners
  26. 26. Copyright © 2014 CSG Systems International, Inc. and/or its affiliates (“CSG International”). All rights reserved.26 wrong
  27. 27. Copyright © 2014 CSG Systems International, Inc. and/or its affiliates (“CSG International”). All rights reserved.27 late
  28. 28. Copyright © 2014 CSG Systems International, Inc. and/or its affiliates (“CSG International”). All rights reserved.28 help is at hand
  29. 29. Copyright © 2014 CSG Systems International, Inc. and/or its affiliates (“CSG International”). All rights reserved.29 case study: European CSP
  30. 30. Copyright © 2014 CSG Systems International, Inc. and/or its affiliates (“CSG International”). All rights reserved.30 • 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
  31. 31. Copyright © 2014 CSG Systems International, Inc. and/or its affiliates (“CSG International”). All rights reserved.31 SO …
  32. 32. Copyright © 2014 CSG Systems International, Inc. and/or its affiliates (“CSG International”). All rights reserved.32
  33. 33. Copyright © 2014 CSG Systems International, Inc. and/or its affiliates (“CSG International”). All rights reserved.33
  34. 34. Copyright © 2014 CSG Systems International, Inc. and/or its affiliates (“CSG International”). All rights reserved.34
  35. 35. Copyright © 2014 CSG Systems International, Inc. and/or its affiliates (“CSG International”). All rights reserved.35 siobhan.ryley@csgi.com +61 412 386 049
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