Tier 1 Operator Implements Subex Business Assurance to Enhance Customer Experience on Credit Adjustment

 

BA-CS

What's in the Case Study?

Globally, managing Customer experience is one of the top priorities for CSPs. In this case study, the Tier 1 Operator had established certain processes to offer credit adjustments for different issues such as bill correction, service disruption, service delays, network access errors, etc. Goodwill credit was offered where it was hard to ascertain the issue. Over time, the operator observed that they had limited visibility into the exact issues warranting goodwill credits to customers that led steep outflow of million dollars per month, creating a significant cost burden for the CSP.

With Subex Business Assurance and advanced analytics, the Tier 1 Operators were able to gain insights around process anomalies, loopholes, revenue, and cost leakages that helped them greatly optimize their credits and adjustment processes. It also helped them:

  • Make smarter decisions
  • Leverage an intelligent and automated approach to credit adjustment
  • Compute ROI on goodwill credits

Download this case study to know more!