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Case Studies

For more than 10 years, Bell Canada, the country’s largest communications company, supported the online bill analytics needs of select business customers through a CD ROM (and diskette) based application. As the application neared the end of its lifecycle, customer demand for advanced functions increased. Seeking a powerful, flexible, and easy-to-use solution, Bell Canada defined a number of features that they required, including:

• A single environment from which to view and manage all bills
• Advanced analytics capabilities
• Online access to billing information
• More payment options
• Seamless transition for customers from a legacy application
• Ability to deploy the new solution quickly

Bell Canada selected Globys’ Bill Analyst product for its Online Bill Manager project. Using Globys’ solutions, Bell Canada customers can analyze all their billing information, in one place, at one time. End users can pay their bills using multiple payment methods, and make automatic payments.

Bell Canada chose to work with Globys in part because of its exclusive focus on the telecom industry. Bell Canada and Globys saw proof of their success just two years into the program when adoption and usage of the online bill reporting and analysis tools for Bell Canada’s largest 2,000 enterprise customers reached 99 percent. In three years, 99% of registered customers are active users. In addition, Bell Canada has realized cost savings via paper bill suppression, lower bill processing costs and reduced float, and a reduction in bill inquiry calls to the call center.

When Telecom New Zealand (Telecom), a leading telecommunications provider of fixed line, mobile, Internet and data services in New Zealand and Australia, acquired AAPT in Australia, it needed to bring together customers and billing strategies from across two different countries and numerous services. Meanwhile, customers were demanding consolidated statements and increased services regardless of the company’s various back-end systems. To meet their own operating needs while serving their customers as well, Telecom chose to work with Globys.

With Globys Bill Analyst, Telecom has provided its customers with an online tool that delivers real, tangible value. Customers have been able to simplify operational and managerial reporting tasks, and as a result, realize significant time saving benefits. Online adoption has been strong, reaching over 40% among some enterprise segments. As a result of driving customers online and delivering robust functionality, Telecom has also experienced a reduction in call center load for bill-related inquiries.

Telecom has also been able to leverage Bill Analyst to improve sales differentiation and achieve a better competitive advantage. The solution is enabling Telecom to attract new business customers, and by creating high switching costs, helping retain them.

GCI is a large telecom operator based in Alaska that provides bundled offerings comprised of local and long distance, wireless, Internet and TV services. To manage this complexity for its largest business customers, GCI needed not only to offer a consolidated bill, but also provide business customers the ability to create reports, allocate costs, and conduct sophisticated analyses across multiple services.

After experiencing the challenges of an inflexible, in-house platform, GCI determined that Globys would be the right choice for providing its customers with online access to consolidated billing and reporting functionality. Following a formal competitive bid process, in late 2007 GCI selected Globys Bill Analyst to provide online e-billing and bill analysis for its business customers and Globys Bill Payment Manager as the self-care and e-billing solution for its consumer segment.

There were several factors in GCI selecting Globys to meet the e-billing, reporting and analytics needs of its customers:

• Depth and breadth of product functionality
• Track record of quick implementations
• Solutions tailored to meet the needs of business and consumer customers
• Proven managed service delivery model

Customers who utilize more than one GCI service (e.g., fixed line, cable, mobile), are now able to easily view consolidated bills and access service detail within a single reporting system. They have the ability to easily drill down to transactional details, access unlimited custom reports, conduct sophisticated analyses, and perform cost allocations according to their specific organizational needs with just a few simple clicks. The flexibility and ease of use of the software allows users to quickly access the information they need, when they need it, which is helping GCI improve customer satisfaction, reduce churn, and lower costs by deflecting calls to the call center.

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