Automated pre-bill audit system to improve customer satisfaction of the largest wireless carrier in USA

Intense Technologies implemented a pre-built audit system for the service provider to automate the pre-bill audit process and reduced their bill audit turnaround time by 99%.

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Challenges faced by the service provider:

• High dependency on manual auditing of bills which lead to longer timelines
• Delays in invoice generation due to manual auditing
• Dissatisfied customers resulting in higher contact centre volumes and associated costs
• Highly regulated and stringent environment with severe penalties
• Limited parameters/entities included for validation

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Our solution at work:

• Template based configurable rules engine to validate bill-entities covering monetary and non-monetary entities across the bill
• Configurable look-up engine for multiple data sources
• Web-based audit of PDF layout using a pre-defined workflow
• Support for multi-level audit by different users
• GUI based query builder to configure database queries
• Customizable role-based Dashboard

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Value delivered:

• Increased sampling size from 0.5% to 13%
• Minimized dependency on skilled workforce, since the process is automated
• Reduced bill audit turnaround time by 99%
• Improved customer satisfaction & loyalty
• 0.6% revenue deviation identified ($460K)
• Helped contain over / under billing issues
• Contact centre volumes reduced from 20% to 10% monthly

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