The client had been divested from a much larger entity, and was experiencing a host of challenges related to its conversion to a new billing system. For instance, a large number of customer orders had been lost or mishandled, and many customers had been billed incorrectly or had not been billed at all for extended periods of time. These challenges, in turn, contributed to decreased customer satisfaction, higher customer churn and lost revenue.
Company executives chose Accenture for a variety of reasons, including Accenture’s deep billing experience, robust functional knowledge, solution architecture and project management skills, and application development and maintenance experience. Additionally, the company appreciated Accenture’s outsourcing capacity.
The company hired Accenture to stabilize the operations of its new billing system and help it provide improved customer service levels for the foreseeable future.