E-book: Smarter billing and payment

Leveraging the advantages of customer-centric bills

According to EY, the cost-of-living crisis is the biggest risk facing the telecoms industry in 2023-241. It is affecting such large swathes of both the consumer and business customer bases that it cannot be ignored.

The World Economic Forum has gone so far as to call the current situation a ‘polycrisis’ – a series of interconnected crises that together have resulted in soaring inflation and flattened demand. The result is that customers are re-evaluating the value proposition of all their services – including telecoms2.

In the past, customers might not have paid too much attention to their bills, provided they were roughly what was expected. Today, they’re refocusing on their bills as never before. They’re checking their costs, packages and bundles; trying to figure out if they’re on the best deal; and ready to dispute charges that previously they might have simply waved through. This has brought their attention to the fact that bills aren’t always easy to understand or use.

In this report, we're going to look at how better-designed bills can help communicate cost increases more effectively, as well as make bills clearer and easier to use. We're also going to look at how billing data can be used to empower internal teams, help Service providers become more proactive around revenue management, boost the uptake of self-care, and personalize their approach to customers.