Indian TSP installed pre-bill audit system to contain customer discontent, caused by erroneous billing

This leading Indian telecom company, with operations all over India (divided into 22 different geographical telecom circles), has been a market leader for years in the fixed wireless telephony segments, serving over 10 million post-paid customers in more than 410,000 towns and villages across the country.

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Challenges:

• Inadequate sampling during the pre-bill audit - only 0.57% of entire base was audited
• Dependency on domain experts, being both expensive and time consuming
• 48-hr deadline for the RA team to complete the pre-bill audit

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Solution:

• Template based configurable rules engine to validate almost all the bill-entities highlighted below, covering all the charging and discounting scenarios across subscribers and accounts
• Configurable look-up engine for multiple data sources
• Template driven configurable GUI for output structure definition and generation in CSV or indexing to database

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Business value:

• Automated the by considering 100% subscriber base - No limitation on the pre-bill audit sample
• Reduced Bill Audit turnaround time (TAT) consistently; Helped contain over / under-billing issues
• Improved customer satisfaction & loyalty

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