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Optimizing Resource Utilization, Improving Customer Satisfaction

How an IT solutions company optimized its CRM system and prevented revenue leakage with Billing 360.

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Client

While IT players are critical for firms in the Middle East, they face challenges like outdated legacy systems, lack of compatibility and synchronization among different software and modules, siloed architecture, lack of standards and guidelines, and more. Our client, a major IT Services & Solutions company based in Qatar, faced similar challenges.

Challenge

The client faced significant challenges across different stages due to outdated legacy systems and siloed architecture. They struggled with data synchronization between their Customer Relationship Management (CRM) system and billing, resulting in revenue leakage. The lack of integration among different software modules, absence of a comprehensive product catalog, and offline Configure, Price, Quote (CPQ) maintenance further complicated operations. Additionally, issues such as the lack of visibility in the fulfillment process, inadequate tracking mechanisms, and inefficient invoicing and revenue recognition processes hindered the client's ability to maintain operational efficiency and deliver a seamless billing experience.
Their challenges included:
1

Idea to Implementation:

  • Lack of data synchronization between CRM and billing, leading to revenue leakage.
  • Lack of catalog for non-standard services.
  • Offline CPQ maintenance.
  • No link between the sales order and catalog.
  • No integration between customer and actual CIs at the sales order level.
2

Lead to Order:

  • Lack of lead process.
  • No synchronization between the final BoQs (Bill of Quantities) and sales order, causing revenue leakage.
  • Lack of process in upsell and downsell between the sales order, actual billing, and CIs provisioning and de-provisioning.
  • Lack of correlation between existing sales orders and new sales orders.
  • No data synchronization during service modifications.
3

Order to Service:

  • Lack of visibility in the fulfillment status for the sales and finance team.
  • Lack of a tracking mechanism to trigger the billing milestone.
  • Lack of information at HPSM on actual CIs due to offline process.
  • Lack of information on currently active services at the customer level.
  • Lack of information audit trail during the fulfillment.
  • Lack of visibility in milestone payment due to offline process.
4

Service to Cash:

  • No updates on upsell and downsell.
  • Lack of tracking mechanism during fulfillment.
  • No revenue recognition process.
  • No detailed view of billing line items.
  • No visibility on usage information for billing.
  • No full-fledged invoicing process.
  • No alert mechanism on overdue or pending invoices.
  • Duplicate customer IDs.
5

Experience to Resolution:

  • Lack of visibility for the finance team on service credits.
  • Lack of information for customers to view the usage and unbilled in real-time.
  • Lack of information for the sales team to track complaints about customer experience.
  • Lack of information for the sales team to view the service request that has a commercial impact.
  • Lack of information for finance to identify commercialized change requests and service requests.
  • Lack of information on procurement and its associated PO (purchase order).
6

Termination to Confirmation:

  • Lack of visibility for the finance team on terminated services.
  • Lack of details in sales orders for such termination.
  • Multiple scenarios not covered in the ‘As-Is’ process for this termination, such as:
  • Upon customer termination of service
  • Upon client retiring the product
  • Upon contract closure based on the initial sales order
  • Upon bad debts or end of support
  • Lack of information on de-provisioning of downstream systems.

Solution

Bahwan CyberTek deployed its advanced analytics-driven billing experience management platform, Billing 360, addressing extensive challenges across six critical stages. The solution integrated CRM and billing, standardized data formats, and implemented proactive tracking mechanisms, improving data synchronization and visibility across processes. This solution included synchronizing the CRM with Billing 360, ensuring seamless data integration across all systems. Bahwan CyberTek developed a unified product catalog, enabling real-time updates and maintenance of sales orders and billing details. By automating the work order process and integrating it with the ESB layer, Bahwan CyberTek provided visibility into fulfillment status and streamlined invoicing. Billing 360 also facilitated accurate tracking of all billing line items, automated adjustments for upsell and down-sell requests, and integrated with downstream systems for real-time usage data. Additionally, the solution enabled proactive alerts for pending invoices and contract renewals, significantly enhancing the client's operational efficiency and billing accuracy.
1

Idea to Implementation: Setting up the product catalog and feature list

  • Introduced catalog synchronization between CRM and Billing 360, ensuring customer sales orders are in sync with billing for both standard and non-standard services at the BoQ level.
  • Introduced the ESB layer to hold and supply data of CIs, sales orders, customer contracts, and billing details by integrating with all systems.
2

Lead to Order: Generate leads, create opportunities, and onboard customers.

  • Implemented a workflow mechanism at the HPSM layer for all upsell and downsell confirmations on fulfillment.
  • Established the concept of billing contracts at the Billing 360 layer to maintain sales order references and line items for future reference.
3

Order to Service: Generate work orders, ensure provisioning, and activate the service.

  • Enabled the work order process upon successful sales order creation.
  • Enabled work order layer to be implemented either at the HPSM or Billing 360 layer as per the client's preference.
  • Triggered the invoice process based on predefined tasks as per the project plan.
  • Accumulated total customer services at the sales order level in synchronization with the ESB layer.
4

Service to Cash: Initiate billing, generate invoices, and execute collection and accounting.

  • Enabled billing contracts to maintain records of all line items with reference to customer and sales orders.
  • Automated the removal of certain components based on customer-requested upsell and downsell.
  • Integrated with downstream systems via the ESB layer, such as VMware and Commvault, for real-time usage data.
  • Enabled the full-fledged invoice process for both usage and non-usage-based services with standard automation.
  • Provided alerts for pending invoices and contract renewals.
  • Controlled duplication of records through data synchronization with the ESB layer.
5

Experience to Resolution: Monitor services, incident management, problem management, change management, and service requests.

  • Enabled integration between HPSM and ESB to obtain incident, CR, and SR details for other systems to consume.
  • Integrated Billing 360 with HPSM for auto-adjustments during service credits at the billing layer.
  • Allowed CRM to consume incident, service request (SR), and change request (CR) data from ESB and populate records at the CRM layer.
  • Enabled finance to view data on adjustment reasons in an automated way.
  • Enabled integration with ERP via ESB for auto-posting GL for accounting.
  • Allowed ERP integration to supply procurement information via ESB.
6

Termination to Confirmation: Service dismantling, billing impact, and deprovisioning.

  • Enabled integration between HPSM and CRM to provide visibility of active services at the customer level.
  • Enabled the sales order process for deprovisioning.
  • Facilitated auto work order creation when the client retires a product based on the product end date.
  • Enabled auto notifications to sales and finance for contract renewals based on customer contract records.
  • Integrated HPSM and Billing 360 to maintain balanced records of updated billing contracts and CIs.

Impact

The implementation of Billing 360 by Bahwan CyberTek led to substantial business improvements for the client. The solution ensured synchronization of sales orders and billing, eliminating revenue leakage and enhancing data accuracy. Comprehensive visibility into fulfillment status and automated invoicing streamlined the billing process, reducing manual errors. The integration of real-time usage data from downstream systems improved billing accuracy, while proactive alerts for pending invoices and contract renewals optimized financial management. The client's shift from offline to automated processes enhanced efficiency across all stages, from lead generation to service termination. Overall, Billing 360's deployment resulted in increased operational efficiency, improved financial oversight, and enhanced customer satisfaction, positioning the client for sustained growth and profitability.
1

Idea to Implementation: Enhanced sync for billing and simplified processes

  • Ensured customer sales orders were in sync with billing for both standard and non-standard services at the BoQ level.
  • Simplified the holding and supplying of data for CIs, sales orders, customer contracts, and billing details.
2

Lead to Order: Improved data access and maintenance

  • Enabled maintenance of the combination of sales order references and their line items for future reference.
  • Enabled CRM to capture detailed information of BoQ as per the approved technical proposal during sales order creation.
3

Order to Service: Optimized internal processes like tracking, invoice, etc.

  • Enabled tracking of fulfillment.
  • Enhanced visibility of fulfillment status.
  • Simplified the invoice process to suit the project plan.
  • Accumulated the total services of customers at the sales order level.
4

Service to Cash: Boosted automation, tracking, data access, alerts and control.

  • Enabled detailed billing tracking of all line items.
  • Facilitated the automation of component removal.
  • Ensured real-time usage data with downstream system integration.
  • Enabled a complete invoice process with standard automation.
  • Provided alerts for pending invoices and contract renewals.
  • Enabled record duplication control through data synchronization.
5

Experience to Resolution: Improved data access, billing, and accounting.

  • Enabled CRM to obtain incident, SR, and CR data from the ESB and populate records at the CRM layer.
  • Enabled auto-adjustments at the billing layer during service credits.
  • Automated adjustment data access for finance, ensuring commercial impact.
  • Simplified auto-posting GL for accounting through ERP integration.
  • Supplied procurement information via the ESB.
6

Termination to Confirmation: Simplified sales order and work order processes.

  • Enhanced visibility of active services at the customer level.
  • Enabled the sales order process.
  • Enabled auto work order creation.
  • Provided auto notifications to sales and finance for contract renewals based on customer contract records.
  • Maintained balanced records of updated billing contracts and CIs.

Conclusion

Bahwan CyberTek’s deployment of Billing 360 addressed extensive challenges across six critical stages, integrating the client’s CRM and billing. Billing 360 facilitated seamless lead generation, order management, service activation, billing, incident resolution, and service termination. The implementation resulted in streamlined operations, enhanced efficiency, and significant reductions in revenue leakage. This comprehensive solution not only optimized resource utilization but also improved customer satisfaction by providing real-time visibility and automated processes, transforming the client's billing and service management capabilities.

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+91 44 43449000,
+91 44 61739000

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global@bahwancybertek.com

Bahwan CyberTek is a global technology transformation partner, driving innovation and equipping companies for the future.

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