The Challenge

Telstra’s billing process for their top 5 largest commercial clients was prone to human error with massive discrepancies. This required ongoing account reconciliations involving both the client and Telstra, resulting in executive meetings which adversely affected customer experience and business relationships. The company’s brand was also negatively impacted.

The Process

Innovior implemented a digitised front end to enable account directors to accurately apply products and services to the client’s account. The automation ensured the process was compliant with commercial contracts and pricing, and easy for account managers to maintain.

The Benefits

  • Significantly improved accuracy for charging goods and services to client accounts
  • Improved efficiency of account managers
  • Removed the need for extensive account reconciliation
  • Improved customer relationships
  • Restoration of brand integrity

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