Globys Research A strategic perspective on CSP B2B portals

Infographic: The Who’s Who of Your Billing Customer Experience

Topics: B2B Portal, Customer Experience, Invoicing & Payments

Did you know there are 10 or more different roles represented in the ‘who’ of your business billing experience? There are also 10 or more different workflows for ‘how’ your invoices are processed. Making it easy for each role and workflow to pay you is key to optimizing your invoice-to-cash process.

This requires an in-depth understanding of what happens to your invoices after delivery to your business customers. Who’s responsible for specific stages of the bill review and payment process? What are the common workflows? What tools and processes are they using? Where’s the potential for efficiency improvements?

By shedding light on the black hole that sits between invoice delivery and bill payment, you’re able to see how your billing experience is making life easier – or harder – for your customers.

It’s common to hear different approaches to billing based on business segments, from small to medium to enterprise. By digging deeper – to the actual roles represented across these segments – we gain a much greater understanding of who’s interacting with the monthly invoices and data your company is providing.

Billing & Invoicing Experience: Personas and Roles

Stay tuned for an upcoming whitepaper, where we delve into the personas in greater detail.