The Challenge | Strategy and approach | Methodology used | The Outcome |
£1.2billion t/o UK Telco Plc following mergers, acquisitions, rapid growth. Suffered major down turn. To review the Billing Operation. Propose recommendations to improve efficiency. Stabilise the current billing environment. Identify and fix revenue leakage. Assist with the transition of the billing function of an overseas company to HQ. | Proposed, planned and derived the cost for a programme of 18 separate work streams. The programme fully supported a business change programme to extract maximum benefit from the Revenue Assurance work which had uncovered revenue leakage in excess of that initially estimated. | Aligned newly introduced systems to immediate needs Developed work instructions to stabilise the billing process, fixing shortcomings in mediation and developed future plans Identified and fixed revenue leakage and established future controls Introduced query Management controls and fixed aged debt issues, dealing with specific red-light customer issues. | Identified and billed €1.1m of lost revenue and added €1.9m per annum to ongoing revenue streams. Designed subsidiary tools to assist data extraction, assist bill analysis, manage the data feed of invoicing Improved Customer Satisfaction by improving efficiency and reliability of systems fully automating previous manual processes |
Revenue Assurance
Assigned to identify suspected opportunities for revenue recovery within the Revenue Assurance function, and then to increase the efficiency of the Revenue Assurance function. The team further defined the approach to identify, validate and recover (collect) revenue leakage and implemented repository to track individual revenue leakage targets as they passed through a series of validation steps performed by distributed parties recovering £1.3 million.
Service Transformation
As a result of leading a study to redefine the business operating model for customer order fulfilment, addressing process, organisational and technology needs, the remit was extended and broadened to address the sales and customer service management business models. We project managed an Accenture project team in the major components of the resulting business transformation programme. This was a significant programme of change, impacting some two-thirds of the workforce and business operations, and determining the future success of the client.