CSP Intelligence

CSP Intelligence

Predict And Prevent Churn

Problem icon

The Problem

Customer churn is rarely sudden, especially with large Enterprises. The signals - late payments, rising disputes, declining digital engagement, usage drift - are usually buried across separate systems.

By the time the account team sees them, the renewal conversation is already at risk.

How it works icon

How it Works

CSP Intelligence continuously aggregates billing, usage, payment, dispute, and engagement signals from across every Globys module. Predictive models - trained on billions of billing events across global CSPs - score each account's health, surface churn risk, and route prioritized alerts to sales, success, and support teams. Every interaction refines the model.

MODULE BENEFITS

Predictive Customer Intelligence

Aggregates billing, usage, payment, and dispute signals
Identifies churn risk before it surfaces in the renewal pipeline
Prioritizes high-risk accounts for proactive outreach

Customer Health Scoring

Account-level health scores updated continuously
Configurable thresholds and alerting
Trend visibility across product lines, customer segmentation, and geographies

Global Intelligence Network

Powered by billions of billing events processed across global CSPs
Cross-carrier benchmarking
Defensible data from multi-CSP monitoring
Continuously improving models driven by CSP-specific business rules and regional nuances
OUTCOMES

For CSPs

CSP icon
  • Revenue protection across the largest enterprise accounts
  • Proactive churn prevention before renewals enter risk
  • Account prioritization for sales, success, and support
  • Higher Net Revenue Retention
  • Unlock premium and enterprise contract value

For Your Business Customers

Business customer icon
  • More proactive, less reactive service from their CSP
  • Improved overall account experience
  • Bespoke support and product offerings
MODULE FEATURES

Disputes Case History

EnterpriseNewSMB

A disputes landing page with all customer dispute case history, including CSR communications, documentation, and case statuses for End-Users and management visibility.

Why It's Important

  • Cuts CSR workload and eliminates phone/email dispute overhead
  • Improves self-service actions and case transparency
  • Feeds CSP Intelligence with dispute trends, sentiment, and upstream fixes

CSP Disputes Insights

AI-AssistedEnterpriseSMB

A carrier-side view of dispute activity with AI sentiment tracking that clusters similar cases and surfaces trends immediately, turning individual tickets into upstream fixes.

Why It's Important

  • Exposes systemic billing issues driving repeat disputes
  • Prioritizes resolution by volume, value, and customer sentiment
  • Feeds insights back into bill explainers and Help Center

Configurable Permissions & Access Roles

ComplianceEnterpriseSMB

Fine-grained, role-based controls that dictate who can view, request, or approve service changes, plan modifications, contract updates, and device orders - configurable per user, role, account, or hierarchy node.

Why It's Important

  • Prevents unauthorized service changes and contract violations
  • Reduces CSR involvement in permission-related requests
  • Supports enterprise separation-of-duty and audit requirements
  • Scales cleanly for complex hierarchies with delegated administration

Contract Guardrails & Change Management Logs

ComplianceEnterpriseSMB

Real-time contract enforcement that blocks or flags service changes conflicting with contract terms, backed by a complete audit trail of every change: who, what, when, and against which clause.

Why It's Important

  • Prevents costly early-termination fees and off-contract billing
  • Supplies audit-grade change logs for regulated and enterprise customers
  • Cuts disputes triggered by unauthorized or contract-violating changes
  • Builds trust through transparent, contract-aware self-service

Unbilled / Usage Analyst

Enterprise

24/7 access to unbilled usage data with proactive alerts and reporting options, so customers spot overages, capacity issues, and anomalies before they hit the next invoice.

Why It's Important

  • Cuts CSR volume with self-service usage analysis and alerts
  • Improves cash-flow predictability by surfacing issues mid-cycle
  • Monetizable as a premium tier or in enterprise contracts

Customer Satisfaction & Feedback

EnterpriseSMB

In-product surveys triggered by page visit, completed action, or visitor frequency, capturing satisfaction where the experience actually happens - and with a direct path to support when a customer needs additional help.

Why It's Important

  • Turns platform usage into continuous voice-of-customer signal
  • Pinpoints friction to the exact page or workflow
  • Routes dissatisfied customers to support before they churn
  • Reports CSAT trends by segment and account

AI-Assisted Dispute Resolution

AI-AssistedEnterpriseSMB

AI surfaces the full context of a dispute including billing history, contract terms, and prior cases and recommends a resolution, so CSRs decide in minutes instead of researching across multiple systems.

Why It's Important

  • Cuts handle time and research effort per dispute
  • Improves resolution consistency across teams and regions
  • Reduces revenue leakage from aging, unresolved cases
  • Shortens DSO by clearing disputed balances faster

Multi-Stage Approval Workflows

ComplianceEnterpriseSMB

Configurable approval chains that route service change requests to the right approvers based on role, spend threshold, contract type, or account hierarchy - no more email chains or offline sign-offs.

Why It's Important

  • Digitizes approvals that used to route through CSRs or Account Managers
  • Enforces spend and eligibility policies without manual policing
  • Speeds order completion with routing that matches the org chart
  • Provides visibility into where each request sits in the approval chain

In-Cycle Dispute Learning

AI-AssistedEnterpriseSMB

The platform learns from recurring dispute patterns and turns them into proactive bill explanations and updated billing guidance, answering the question before the ticket is ever raised.

Why It's Important

  • Prevents repeat disputes, not just processes them faster
  • Reduces ticket volume cycle over cycle
  • Compounds in value over customer tenure

Service Catalog & Eligibility Rules

EnterpriseSMB

A curated, customer-specific service catalog that shows each End-User only the plans, services, and upgrades they're eligible for based on contract, region, product line, and existing entitlements.

Why It's Important

  • Prevents ineligible requests before they enter the order queue
  • Enables carrier-controlled up-sell and cross-sell exposure per customer
  • Reduces manual eligibility checks and CSR back-and-forth
  • Supports rapid catalog updates as products and offers evolve

Order Status Tracking

EnterpriseSMB

Real-time visibility into every open service change, plan modification, or device order as it moves through provisioning - with milestone updates, ETA, and hand-off to CSRs only when human intervention is genuinely needed.

Why It's Important

  • Deflects 'when will this be live?' CSR calls
  • Improves customer confidence with transparent order progress
  • Speeds hand-offs by surfacing exceptions the moment they occur
  • Feeds provisioning KPIs and SLA reporting back to CSP operations

Dispute Shield

AI-AssistedEnterpriseSMB

Before a dispute is submitted, the system checks whether a known solution already exists and redirects the customer to the right self-service workflow, explanation, or chat agent hand-off.

Why It's Important

  • Cuts case volume and non-issue processing cost
  • Resolves questions faster than a formal dispute
  • Improves CSAT by solving problems instead of filing them

Pre-Change Cost Impact Preview

EnterpriseSMB

A live billing preview showing the delta between current and future monthly charges before an End-User submits a service change, including proration, contract impact, and eligibility for promotional pricing.

Why It's Important

  • Prevents bill shock and downstream disputes at the next cycle
  • Improves adoption of self-service changes by removing uncertainty
  • Cuts CSR calls asking 'what will this cost?'
  • Supports transparent up-sell by showing the value of higher-tier plans

Scheduled & Bulk Service Changes

EnterpriseSMB

Schedule adds, removes, or upgrades to activate on a future date (contract renewal, quarter start, month-end) and execute multi-account changes via CSV or template for enterprise-scale rollouts.

Why It's Important

  • Aligns service changes with financial or contractual milestones
  • Scales to enterprise multi-account, multi-region rollouts
  • Reduces manual work for account teams managing large customers
  • Feeds forecasting with visibility into upcoming service commitments