Revenue Assurance Health Check

Sliding Line

  • A triple-play operator faced significant challenges following multiple acquisitions, resulting in an unconsolidated IT estate. Customers were complaining about being billed for services they had not received, while the finance team struggled to reconcile incoming invoices from content and network providers. Internal teams lacked the technical expertise and capacity to identify and resolve these discrepancies.

    • Detailed Analysis: A detailed analysis uncovered a range of issues: some ongoing due to system design, others stemming from legacy system problems. Customers were indeed being charged for services and features they had not received, while others were unknowingly benefiting from free services. In some cases, customers were billed for entirely different services than those they were receiving.  

    • Root Cause Analysis: To prevent further discrepancies, we conducted a root cause analysis, which identified several required code and data fixes across Business and Operational Support Systems.  

    • Process Improvement and Communication: Additionally, we streamlined manual processes that were contributing to errors. Working closely with the business, we prioritised issues impacting customers and partners and implemented a structured communications plan to mitigate a surge in customer service inquiries.  

    • Ongoing Reconciliation: Finally, we established an ongoing reconciliation process between network configuration, provisioning, and billing systems. This allowed for the early detection of new discrepancies, enabling prompt action with system and data fixes to maintain accuracy and trust.   

  • By implementing our plan, the business: 

    • Improved Financial Control: Our client successfully reconciled incoming invoices and gained the confidence to challenge inaccuracies.  

    • Enhanced Customer Experience: Calls related to service billing issues decreased, easing pressure on the operations teams. 

    • Strengthened Audit Process: Discrepancies identified by independent auditors—appointed by third-party content providers—were significantly reduced.  

  • Using a structured framework and deep expertise in underlying data formats, we helped the client uncover and resolve discrepancies. Additionally, we guided them in investing in a sustainable, repeatable system to proactively identify future discrepancies and mitigate business risk.  

    If you’re unsure whether you’re billing for all your revenue or lack confidence in the accuracy of invoices received, let us help with a Revenue Assurance Health Check.  

    If you have concerns that you may not be billing for all revenues or don’t have confidence in paying bills received, let us help you with a Revenue Assurance health check.