Running a telecommunications company isn't easy, and one of the biggest decisions you'll make is deciding among the different telecom billing and customer care systems on the market. You need to make sure that the solution is efficient and can keep up with all your billing and customer service needs.
First, look at the different billing systems for telecommunications. You need to find something that can work with your existing hardware and software, for a seamless system. Most companies also provide a certain amount of training in the form of telecom billing tutorials and training. Here are just a few of the different types of software available to you:
1. Telecom order billing systems, which are designed to automate the order process and get your customers up and running as quickly as possible
2. Customer care telecommunication systems, primarily designed to handle customer service issues and problems; this could work in conjunction with a telecom order system if necessary
3. Telecom billing software, the primary job of which is to handle monthly billing month after month
4. Combination telecom billing and customer care systems
Action Steps
The best contacts and resources to help you get it done
Look at the functionality of each of the telecom billing solutions
When it comes to finding the right system, it's important to evaluate every feature of the programs you're considering before settling on one solution. Most features could be added after the fact, but you don't want to pay extra if you don't have to. Look for a product that can handle different billing situations like roaming, prepaid and roll-over scenarios.
I recommend: Find a telecom billing provider that can do it all.
Maxbill is one provider you should check out if you need to handle simple and complex billing situations; the Maxrate program is designed for wireless carriers.
ISA is a company that can handle regular billing situations as well as prepaid options, which are really popular in the telecommunications industry.
Decide which telecom CRM customer care solution works best for your company
There are a few different ways you can set up customer care solutions. You can set up a virtual call center, hire offshore help or set up a traditional customer care center based locally. The path you choose depends on your resources and call load. When you decide on a telecom customer care solution, make sure they walk you through your options and explain how each system differs.
I recommend: Explore your customer care options. If you want to go with a virtual customer care center or try outsourcing, where the reps are located off site, check out
CosmoCom and
Convergys. They can both help you set up a system that works no matter where your customer reps are located.
Find a telecommunications system provider that works well with your other software
Imagine the frustration of trying to send a customer over to collections only to realize that you can't get the necessary information to the collection agency because your software isn't compatible. It's essential to find a system that integrates with your accounting software before moving forward.
I recommend: Look at your accounting software and find the telecom billing software that integrates with it, not the other way around.
Intracom Telecom promises to work with you to integrate your systems seamlessly;
High Deal offers a similar promise. Spending a little time to ensure compatibility during the installation process will save you lots of time and aggravation down the road.
Tips & Tactics
Helpful advice for making the most of this Guide
- With the demand for online services, you should look for a carrier billing and customer care solution that allows your customers to make changes to their accounts or billing information online.
The official source of Carrier Billing and Customer Care Solutions is
the Carrier Billing and Customer Care Solutions page at Business.com
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