Challenge

A communications service provider needed to convert to a more advanced billing system in order to offer a dynamic array of long distance data and voice services to wholesale and retail customers. In order to gauge the operational requirements needed to support the new system, the client needed assistance from a firm with experience in implementing long distance billing systems. In addition, the client was very concerned about the high potential for revenue loss associated with the conversion to the new system.

TMNG Global Solution

A TMNG Global team composed of billing systems implementation and revenue assurance experts met with the client’s billing team to understand the scope of the project. Interviews with the direct line managers were then conducted to determine their skill sets and knowledge of systems deployment and processes currently in place for revenue integrity. The interviews and analysis demonstrated that most of the client’s existing staff needed substantial additional training on planning, requirements gathering, and testing methodologies. Additionally, process documentation was virtually non-existent and would need to be developed.

A process and implementation team led by TMNG Global senior consultants and staffed with a combination of TMNG Global SMEs and client SMEs was formed. It was necessary to draft a baseline plan regarding the delivery time frame to be expected by the company. Using our proprietary TMNG Lexicon^™ toolset, the team identified the requirements for each of the functions that were to be provided by the system.  Based on those requirements, an RFP was developed and sent to potential vendors.

Interim Methods and Procedures were written so the client could support the current system prior to the implementation of the new system.  The TMNG QBC™ model was used to redesign the structure of the Billing Team around the key QBC functions (e.g. Traffic Management) in order to clearly define roles and responsibilities, increase needed concentration and focus on areas of major concern, and instill the concept of accountability into the client’s billing team.

A vendor was selected and then the anticipated system delivery date was revisited based on the vendor’s recommendation. The original planned date was brought in line to meet a more achievable timeframe. The draft plan was modified to incorporate the new date and was reviewed and approved by the other key departments.

Daily team meetings, which included a representative from each function in billing, were established. When it was determined that everyone knew what was expected, and it appeared that the project was on track, the daily meetings were changed to weekly meetings. Status reports from those weekly meetings were produced and distributed to all team members and external groups impacted by the delivery of the system. The Accounting Department Director and a TMNG Global Principal managed the overall initiative and met regularly with these external group representatives to apprise them of the status of the project.

TMNG Global worked alongside the client’s employees to ensure that, upon installation of the new billing system, the employees would be able to maintain and change the processes as needed. The implementation date was met successfully, and the client’s team was able to revise the Methods and Procedures for the new system using the QBC tools on which they had been trained.

Benefits to the Client

The client was able to launch out-of-region long distance services one year earlier than originally forecasted.  The Revenue Assurance processes established by TMNG Global provided the business controls and measurements to effectively manage the LD revenue stream.  The system’s conceptual design was later adopted by the parent company to enhance its error correction system and streamline some sub-par processes.  

One of the unexpected benefits of the Revenue Assurance/QBC™ design was an improvement to the existing Product Introduction Process used by Marketing. What had previously been an undocumented and unclear approach to determining the what, when, and how of product launch was now a complete process redesigned using the TMNG QBC™ and Revenue Assurance tools. The result was the introduction of more products over a shorter time frame.