Reduce avoidable service cost

Journeys that serve it

1. Recover an overdue balance without pushing the customer awayCredit, collections and care teams

   A customer is behind on payment. A blunt reminder in the wrong language damages a relationship that is still worth keeping.

   A reminder that is understood the first time is a payment plan agreed without an agent, a call or a second contact.

   A pilot's requirements are specified: the data, the authority and the consent design.

2. Resolve a repeated service problem before the customer gives upService operations, care and network teams

   The same customer has reported the same problem three times. Each contact was closed. The problem is still there.

   The third contact about the same problem costs three times what the first one did. Resolving it with evidence stops the fourth.

   Shows how cases, remedies and evidence are handled. Not this journey end to end.

3. Spend the incentive where it earns a margin, and nowhere elseCommercial finance, CVM and campaign teams

   A retention campaign has a budget and a list. Everyone on the list would get the same discount, including the customers who were staying anyway.

   The incentives not paid, to the customers who did not need them, are the budget's largest saving.

   No demonstration is configured for this journey yet.

4. Rank the next sites by the customers and revenue behind each gapNetwork planning, technology strategy and finance teams

   A capital round has fewer sites in it than the network needs. The candidates are ranked by technical severity, and nobody can say afterwards what the money did.

   Ranking by customers, revenue and cost together keeps capital away from sites whose benefit cannot be shown afterwards.

   No demonstration is configured for this journey yet.

5. Find the service that was provisioned, charged and never billedRevenue assurance, finance control and billing operations teams

   Month end. Provisioning says a service is live. Charging says it was charged. The bill says something else, and each system is right about itself.

   Revenue earned and never billed is cost by another name; reconciling the ledgers is where it is found.

   Reconciles three synthetic ledgers end to end. Modelled exposure, never recovered revenue.

6. Hold the invoice that does not match its order, and pay the restFinance, procurement and accounts payable teams

   A supplier's invoice arrives for more than the purchase order, on a contract whose rate changed last quarter. It is one of four hundred this week.

   An overpayment caught before the payment run is money kept; one caught after is a recovery.

   No demonstration is configured for this journey yet.

7. Send the right technician, with the right part, to the job that matters mostField operations, network operations and contractor management teams

   Sixty field jobs are open for twelve technicians. The oldest job is a cabinet nobody depends on. A tower serving a district clinic has waited since the morning.

   A first-time fix costs one visit; a job worked without the part or the access costs two and the customer's patience.

   No demonstration is configured for this journey yet.

8. Settle with a partner from the record the customer was billed onPartnerships, digital services and finance teams

   Month end. The partner's statement says forty thousand activations. The operator's billing says thirty-eight. The revenue share is due on Friday.

   The difference between two statements, reconciled from the delivery receipts, is money neither side pays twice.

   No demonstration is configured for this journey yet.