For the telecommunications industry, providing good service means, among other things, developing robust and up-to-date billing capabilities.
Telefónica, Spain’s largest multinational corporation and one of the largest private telecommunications companies in the world, decided it needed to consolidate and standardize its billing systems and processes to improve the company’s efficiency, customer service and ability to accommodate new products and services.
Because Accenture has worked with Telefónica on many strategic billing initiatives during a 15-year relationship, we were chosen to collaborate with Telefónica to position IT as a source of value for the company by improving internal customer satisfaction, the functionality of key business applications and the billing process.
Consumers have high expectations for customer service.
One of Telefónica’s important strategic goals has been to consolidate and standardize its billing systems and processes to improve the company’s efficiency, customer service and its ability to introduce critical new products and services. Due to the company’s size and scope, this is not an easy goal to achieve.