The business market has changed beyond recognition. Especially in the COVID crisis all kinds of business began rapidly increasing the range of digital tools they used to ensure business continuity, improve efficiency, meet customer needs, become more competitive, and comply with new green targets. All of this impact the relationship between businesses and their providers and creates huge opportunities for CSPs.
To profit from B2B digitalization, CSPs’ bills must be aligned to the evolving requirements of their business customers. In this eBook we consider, how to improve B2B billing, what personalization means in a B2B context and how better B2B billing supports revenue generation.
Laura Broers is Calvi’s Marketing and Communications Specialist, joining Calvi after completing a degree in communications. With her passion for improving the billing experience, Laura is great at putting herself in the customers’ shoes to help CSPs think about how they can improve their billing communications.
Explore how the latest AI protocols, Model Context Protocol (MCP) and Agent-to-Agent (A2A), can power smarter, faster, and more autonomous customer bill experiences.
Our results show that these protocols can reduce token usage by up to 60%, cut latency by over 35%, and reduce AI operational costs by up to 86%, transforming how telcos and enterprises can automate bill inquiry resolution.
Managing business telecom expenses and making sense of complex bills can be a frustrating and time-consuming process for customers. Unclear charges, unexpected fees, cryptic proration rules and cumbersome dispute resolution often turn billing into a major pain point. With 40% of all contact center calls being billing-related—and “confusing bills” ranking among the top reasons for customer churn—a poor bill experience isn’t just an inconvenience; it’s a major revenue risk for service providers.
What do customers do when they don’t understand their bill or when they are billed far more
than they’d expected? They’re going to call their operator and ask for help.
Billing issues are one of the biggest causes of customer inquiries and dealing with these
inquiries takes a lot of resources and costs a lot of money. In fact, as Telecom Argentina’s Mariela
Fiorenzo explains, making just one customer support call can render a customer unprofitable for the month (and maybe even the next one!).
