Save Money and Delight Customers by Streamlining B2B Billing
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While B2B organisations may only be a small proportion of your customer base, chances are they are high worth, complex and resource intensive. Compound that with the challenges of billing and reporting on-line and you are probably falling short of customers’ expectations when it comes to service. Join this on-demand webinar as we explore how companies like TalkTalk were able to: - Significantly reduce cost-to-serve business clients, often by more than 50%, by providing sophisticated functionality, optimised for complex multi-meter point business bills - Cut billing related calls by 25% in a month - Reduce debtor days with on-line payment/part payment and dispute management - Reduce your operational costs by streamlining processes through integration with back end ERP systems Learn how a B2B focussed account management portal can make digital self-service an integral part of your organisation’s customer engagement strategy, delivering real value for you and your business customers and brokers alike.
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Save Money and Delight Customers by Streamlining B2B Billing
- 1. Save Money and Delight Customers by Streamlining B2B Billing Gerhard Heide | Global Director Market Strategy Arif Basheer | Senior Solution Consultant
- 2. Business to Business Billing in the UK Difficult and costly to make changes Customer expectations have changed to consumer High worth/high cost to serve Complex and hard to understand Only 58% of consumers are satisfied with web self service – Forrester 72% of customers prefer getting answers online. – Forester Research
- 3. A more empowering experience Rich Presentment Control & Insight Interactive presentment and navigation of complex bills and invoices. • Interactive Smart-Bills™ • Multi-format rendering • Access for agents. Empower customers with agility through control and insight • Dynamic billing hierarchy management • Advanced user management and access control • Billing analytics and reporting Convenient Payment Flexible Integration Easily provide customers with an integrated payment experience • Online payments support • Pre-integration with popular payment gateways • Defined reconciliation output • PCI PA-DSS certified product Unlock the out of the box, to enable custom billing and self-service experiences. • Unlock to a fully custom experience • Integrate all back-end systems • Create custom capabilities Self Service for Business
- 4. John (Expense Controller - Head Office) Rachel Marketing Manager Sales & Marketing Head Digital Marketing Group Marketing Sales Sales Empowering enterprises to do more John (Expense Controller - Head Office) Create & Modify Tags Assign Tags to Accounts Rachel Assign Access Rights Sales & Marketing Head Rachel Expenditure Dashboard Interactive Invoices Advanced Reporting
- 5. Examples – UK Telecommunications and Utilities • Over £600M annual revenue in B2B corporate and SME market. • 180,000 business and public sector customers and 800+ partners. • Existing Online Billing Portal and Transactional Communications out-of-date and no longer fit for purpose. • Deploy new self-service account system which • Put the customer in control of managing their billing data • Allow hierarchies and analysis • Increase customer satisfaction and retention • Reduce operational costs related to their CSR team • Large UK provider of heating oil, LPG and other fuel products. • Annual £Multi-billion turnover • Limited digital capabilities (email pdf only) • 20% of customer base is B2B, generating 80% of service costs • Deployed new self-service feature rich account system to • offer B2B clients a more richly featured on-line billing experience • Reduce costs for physical bills Large UK Communications company Large UK Utility
- 6. EngageOne DSS – Measurable ROI Those using the EngageOne Digital Self Service platform to enable their customers to self serve are seeing impressive results in a variety of industry verticals and use cases. Customers saw a 50% reduction in the cost-to-serve business clients 10% improvement in DSO with faster payment collections Contact Centre billing related calls reduced by 25% in a month £12M increase in winning new business customer bids
- 7. Questions
- 8. EngageOne Digital Self Service8
Editor's Notes
- Billing Organizations have been looking to increase the adoption of self service for many years. What’s new today is that the reasons for deploying self service are growing. Whilst reducing cost is critical and a key outcome of self service, organizations are now using self service also to differentiate their brands and overall experience to win new business and reduce business customer churn. Increasingly legislation around e-invoicing and data privacy related to GDPR are also resulting in the need for greater control and security along with flexibility in supporting integration requirements. Let's not forget that businesses, like all customers, have growing expectations, why should a business have any less off an online ability to manage their accounts as we all expect from providers in our personal lives. Let’s consider what it would take to create a digital self service experience that delivers on customer expectations— taking into consideration, real-world limitations that most companies face. For starters, it means being able to build on existing systems and technologies. From a business customers perspective, is being provided with sophisticated capabilities optimised for complex business bills that enables them to do more by themselves—when and where they choose—in a way that makes them more agile. Eliminate potential confusion by enabling greater understanding of usage and charges that will avoid the inevitable need to call for support and delay payments, not to mention the negative resulting impact on customer satisfaction. Provide your own internal teams with the ability to assist customers in a more efficient and manner by enabling them to see what the customer is seeing for a more meaningful conversation.
- Thanks Gerhard so let’s take a look at what's needed, to deliver a more empowering experience, and one that provides a fast and cost-effective way to deploy digital self-service, that’ll enable each business customer to do more. I’ll begin…… with the need to be able to PRESENT a rich and interactive way to understand usage & spend, and that’s one that lets customers navigate easily between consolidated account charges through services level usage, right to individual consumption detail, so for telcos that includes CallDetails\SMS &Data usage records, and for utility providers, that would include meter consumption readings. The ability to drill, in and out and look at every element, of what commonly, in business invoicing terms, could be 100s of pages, eliminates potential confusion around charge makeup, and the inevitable bill shock and the need to call for clarity. Having billing and usage information, available in different mediums is equally important, so , in rich HTML, for easy navigation and understanding, or in a regulated format such as PDF for compliancy and record keeping and in downloadable DATA formats for ingestion into other business systems or e-invoicing\EDI platforms. Finally ensuring what the customer sees is mirrored and available to internal agents and partners, will aid a consistent, meaningful and efficient conversation should a customer call, in those exceptional circumstances. ………. Moving to Control& Insight Providing dynamic billing structures, that the customer controls, uniquely enables businesses, to allocate usage & spend that reflects their ever-changing organization and cost center structures, so for example where departments, sites, teams or divisions are merged, split, acquired or divested. It’s key, that business customers are able to make the necessary changes when and how they want, to maintain their agility and avoid burdening and being reliant on the billers account management and billing support teams. In addition, having the control to delegate and assign granular access to whomever in their organization, is critical. Customer finance teams, managers, and individual employees have differing levels of need for billing information, and to ensure data privacy and GDPR regulations, being able to quickly and easily assign or remove access to sensitive data is very important. Insight from analytics and reporting, to help business customers manage their expenditure is a key driver for a long-term relationship and to reduce customer churn. Enabling a customer to instantly obtain, an up to date snapshot of their expenditure or create the necessary spend and usage reports based on their changing dimensions, will create a sticky experience and deliver real value in the long term for both parties. …….. Having enabled the customer to understand what’ve been charged, in the way they want to see those charges, removes the blockers for them paying, Hence providing customers with versatile payment options dove-tailed into the experience, through a variety of payment options, enables the customer to action the payments in faster and more convenient manner and reduces DSO or Days Sales Outstanding for you as the provider. And finally whilst these out of the box capabilities, provide on average, a 50% faster time to value, being able to unlock these capabilities to accommodate bespoke enhancements, or to integrate with your ERP and internal business systems ensures it’s never a one size fits all solution. As a solution that is designed with personalization and enhancement from the outset will always be able to deliver a differentiating experience. The combination of off-the-shelf services and ready-to-deploy capabilities makes it quicker and easier to deploy a self-service experience that truly engages your customers and provides comprehensive capabilities for complex relationships CLICK..
- What I’d like to do now, is show you how our solution helps business customers more easily work with businesses like yours CLICK.. Let me introduce John and Rachel, they represent individuals from a typical B2B customer, John is the Expense controller in the finance department and Rachel is a department manager in marketing, we’ll see how they are provided with a flexible and modern B2B customer experience and how they’re better able to understand their expenditure & usage and GAIN the answers to questions they’d otherwise have to call into the contact centre for CLICK.. Our Digital self-service solution decouples customers from the current inflexible and complex billing hierarchies that are typically managed by billing and account management teams. CLICK.. It’s unique Tag Management capability CLICK.. enables b2b customers to create and assign multiple tags to any account or service within their billing hierarchy and by doing so CLICK.. create associations they want when they want to give access to billing accounts\invoices and filter data for personalising reports in a fast and flexible way all without having to turn to their service provider’s account management or billing teams. CLICK.. Let me bring this to life for you, through Three common scenarios that frequently occur in enterprises and SMEs, A re-organisation has occurred in the customers organisation, CLICK.. the digital marketing department CLICK.. merges into the core marketing function to create a new combined unit. CLICK.. John will apply this change through the solution. CLICK.. John simply creates the necessary tags to reflect the new combined unit. CLICK.. He can create up to 20 tags per level and 5 levels of hierarchy. These could be organised by geography, region, by line of business, department or cost centre, in-fact by whatever structure Johns organisation requires. And John is not limited, to just one structure, he can create account or service related structures, or even opt to modify a pre-defined structure fed through by his service provider in the billing data. CLICK.. Having created the tags he assigns the accounts with the appropriate tags simply by selecting the accounts and clicking assign. CLICK.. CLICK.. In addition Rachel has been promoted to head up the combined marketing and CROSS-LOB sales departments, CLICK.. John gives her the appropriate permissions to access the billing accounts of her new team. CLICK.. John assigns her to the sales and marketing nodes in the hierarchy and having done so, she automatically inherits access to all associated billing accounts. CLICK.. In her new role, Rachel wants to understand expenditure of her combined team, on logging in, CLICK.. she’s immediately presented with an up-to-date dashboard of expenditure, rolled-up from all the billing accounts she’s just been given access too. CLICK.. She’s able to drill down, from her dashboard, to the individual billing accounts and see the interactive invoices, showing account charges through to service-level-usage and finally to individual CDRs or meter consumption. She also has access to the associated PDF versions of the invoices and can download the underlying data should she wish. CLICK.. Rachel wants to understand the expenditure performance against budget of her departments and also usage across her teams rolled-up by service type, she creates the personalised reports she wants. She’s able to use the report templates provided by the solution, and define the data elements using the tag structures available to her, to quickly and easily create the custom report that gives her the insight she needs. CLICK..
- I’d now like to introduce two organisations, who have successfully deployed our digital self service solution for business. The first is one of the largest B2B telecommunication services providers in the UK. They offer a wide range of data connectivity and next generation voice products, to businesses throughout the country, including fixed line telephony, broadband internet, data networking and other connectivity solutions. These services are offered to private companies, from large corporates to small to medium sized enterprises as well as public sector organisations, both directly and on a wholesale basis through approximately 800 channel partners. Through these partners, they are the UK’s largest provider of wholesale broadband to small businesses and consumers, with over 50% market share. They are also, one of the UK’s fastest growing B2B telecoms providers, with over 180,000 business and public sector customers. They have annual revenues of over £600m, generated from their direct , strategic partner and wholesale channels. As an innovator, and one looking to continue to provide differentiated customer service, they wanted a solution to replace their existing online billing portal, which had been in place for some 12 years and was no longer fit for purpose. Their Key requirements for their replacement solution was one which Put the customer in control of managing their billing data, including comprehensive support for managing billing hierarchies and analysis and one which would increase customer satisfaction and retention and importantly support growth whilst reducing their operational costs related to their CSR, billing and account management teams. …. The second organisation, is a Large UK provider of heating oil, LPG and other fuel products, with an annual multi-billion pound turnover. This organisation, was challenged with having limited online self-service capabilities, for both their business and consumer customers. They previously only provided pdf bills via email, to those customers who had signed up for their e-bills services which had limited appeal and adoption, and as consequence were incurring ongoing print and postage costs for the majority of their customer base. Having launched a digital transformation programme across their business, they were looking for a complete self-service solution for all of their customer base, that provided a rich experience, focused on the needs for each audience. In particular, their B2B high value customers, needed a solution to manage their complex multi-site and multi product accounts, that also enabled more convenient invoice payments to improve cash collections and allocation. As an organisation where their environmental credentials are a key corporate measurement, print elimination and digital enablement was a key requirement. CLICK..
- So lets look at some of the benefits these organisations and others have realised have realised by deploying our EngageOne Digital Self Service Solution. On average, our customers saw, a 50% reduction in the cost-to-serve business clients, made up from re-tasking FTEs, in operations and support functions and including the reduction in physical print and distribution costs – TTB Additionally, Contact Centre billing related calls, for one customer, reduced by 25% in the first month of go live – Pepsico Whilst another saw a 2% increase, in winning new business customer bids, equating to £12M a year – TTB And finally, with the differentiated service, that helped business clients understand their invoices better, and as a result, removed potential objections to payment, another one of our customers saw a 10% improvement in payment collections – TTB CLICK..