Challenge

The new CIO for a major communications service provider found that the company lacked the ability to ensure the timeliness, accuracy, and completeness of customer billing. They were experiencing numerous problems including an inability to ensure the accuracy of invoices prior to mailing, limited visibility of and/or correction of records in suspend mode, and incorrect or no invoices received by customers.  Having had prior experience with TMNG Global’s Revenue Assurance methodology and realizing that an entire Revenue Assurance process had to be created and implemented, he turned to TMNG Global.

TMNG Global Solution

To meet this challenge, TMNG Global utilized its proprietary Quality Business Controls (TMNG QBC™) product—which included all of the processes and procedures that needed to be implemented—and assumed “ownership” of Revenue Assurance within the company. 

The initial scope of responsibility for the organization included table management, event management and control, event error management, end-to-end reconciliation, invoice processing and distribution, rate and invoice verification, systems interface management, problem resolution and tracking, metrics and management reporting, and user acceptance testing.

TMNG Global implemented the QBC™ Revenue Assurance Processes in four phases over fourteen months.  During the initial assessment phase, TMNG Global performed a detailed evaluation of existing core revenue processes and interfacing processes that impacted revenue. TMNG Global also identified both short-term and long-term opportunities for improvement in systems and processes.

The second phase consisted of project managing the process improvements and developing a set of business process recommendations.

During the third phase, TMNG Global identified, staffed, and trained the entire billing operations organization in all QBC™ processes, methods, and procedures.  TMNG Global also identified, defined, and implemented “best-in-class” and initial target metrics.

The final phase consisted of ongoing revenue assurance management and control. During this phase, TMNG Global performed interim management of the Revenue Assurance function until employees were hired and trained.

Benefits to the Client

TMNG Global’s efforts during the initial assessment, project management, and implementation phases resulted in over $20 million in recovered revenue in less than six months. This recovered revenue exceeded the cost of the engagement several times over.  TMNG Global has subsequently been called upon for two additional engagements by the same organization to review and audit current operations and identify further needed process improvements.