Revenue & Cost Assurance for Telco Market

One of the main issues, when dealing with process optimization in the Telco sector, is business revenue assurance: even though the symptoms of revenue assurance inefficiencies emerge mainly in upstream and downstream processes, often their causes can be traced back to the initial links of the value chain.

To understand the context of Revenue & Cost Assurance, it is useful to answer a few simple questions, such as:

- How come that part of the generated traffic is not or cannot be billed?
- Are you sure that bills are correctly issued based upon CRM‘s information?
- Is the prepaid card activation process under control with regard to their usage?
- How come that customers do not pay or are late with payments?
- Are supply terms regulated by well defined rules?
- Does the Vendor Rating help in identifying the best vendor for the best supply?
- Are company assets correctly traced?

Goals are essentially based upon the ability to:

- Analyze
- Find
- Measure
- Redefine

Once the context and goals of Revenue Assurance are identified, it is necessary to highlight the crucial importance of controlling all business processes, that more or less directly affect the company’s financial position or profitability.
We should not forget that the end customer’s perception of the service quality has definitely a very strong impact upon the ability to generate cash and revenues.

Through a well designed control process, a service provider has the possibility to anticipate the customer’s quality perception with good approximation.

For the company it is therefore key to have a Reporting & Control system that:

- Measures and enables every organizational unit involved in Customer Care processes (Call Center, Customer administration, Fraud office, Administrative Back Office,….) to assess generated outputs, as well as the impacts that a given service level may generate on the customer’s ability to sustain revenues and cash
- Identifies critical areas and guides process improvement actions with specific reference to those that have a direct customer impact (feedback)

Reply based its approach towards an optimal analysis and solution of control issues on a global vision, covering:

- Technology elements
- Organizational elements
- Integrated business process view

To this end, Reply’s model is made up of various analysis levels and dimensions, aiming at breaking down and analyzing processes into a greater and greater detail down to the single transaction level.

Thus, each phase is analyzed from the functional, technological and organizational point of view, while retaining the top level global picture (business vision). For each phase – since to control means also to measure – it is necessary to implement appropriate indicators to reach effectiveness and efficiency objectives. These indicators represent the ideal tool to guarantee business management continuity.