Client
Three
Client
Three
Project
Billing Simplified
Industry
Telecommunications
Services
Business Process Operations
Experience Management
Background
Three UK is one of the largest British telecommunications and internet service providers. The brand is committed to making mobile better for all and prides itself on challenging the status quo, delivering firsts, and offering the best value.Brief
Three UK’s mission of building the best network and improving access for everyone fueled the decision to work with our team. The telecommunications brand sought a partner to streamline their billing processes and improve the experience for customers.Goals
To optimize and simplify the existing complex billing system while also offering new features and functionalities for customers. Eliminate tedious processes and ensure each customer had one unique ID that was consistent across all billing systems.Challenge
Three UK’s systems were proving detrimental to their business. Customers were receiving complex, incorrect, and inconsistent bills across channels, collection of payment was often delayed due to a high incidence of invoice queries, and key compliance regulations were not being met.
Strategy and Insight
Connecting the disjointed systems while improving the CX became the key mission throughout our engagement. We introduced a number of unique features, such as interactive bills with an integrated audit invoice check, which ensured accuracy of customer bills and ultimately saved the brand time in customer service.
