Frameworx Application: Customer Self Empowered Billing

Category: (2) TAM Application Type

Application Identifier: 5.4.3

Maturity Level: 4

Overview

Customer self empowered billing applications provide an internet technology driven interface to the customer to undertake a variety of billing functions directly for themselves. These applications interact to provide fully automated service or assisted service over customers touch points. Customer self empowered billing applications enable the service providers cost reduction through the following operational efficiencies: • Replacing paper bills with paperless bills • Converging the multi- disciplinary billing operations • Deflecting bill queries calls from the contact center to the web • Automating the dispute resolution process • Reducing days sales outstanding (DSO) • Reducing requests for bill prints • Reduction in professional personnel providing analytics for business customers • Reduction in interest loss due to delayed payments

Functionality

Self empowered billing applications include the following web based features:

Bill view
Unbilled charges view
Usage view
Payment capture
Dispute capture and resolution
Usage and charges comparison
Penalties view
Address book driven usage view
Split statement for demarcation between calls
Calls assignment for classification of usage
Reports on usage and charges

Corporate customers should benefit from additional features as required for their daily tasks:

Cost center analysis

Customer hierarchies driven billing operations

Organizational reports on usage and charges

Organizational approval process (such as for payments and disputes)

Supported Business Services

(2) TAM Application Type Customer Self Empowered Billing

Appears on these diagrams:

is a more detailed diagram for the

Customer Self Empowered Billing

Frameworx Domains (Horizontal)

Customer Domain