Reducing Customer Credit and Discount Errors

Our telecoms client became aware that credits on customer accounts were increasing month on month and impacting their financial performance but were unable to establish the root cause of the problem. Our client had a series of business rules to help guide customer service agents to apply promotional offers, credits, goodwill and discounts to customer accounts.

Our team of Telecoms experts reviewed the terms & conditions and business rules to conduct targeted data analysis to identify where these rules had been breached. We identified 1,547 customer accounts that had received discounts in excess of the business rules leading to significant revenue leakage being generated each month. We created a new monthly control for the client which highlighted non-compliant accounts for ongoing management.

See how our Revenue Assurance team used analytics to identify a new £228k annual revenue opportunity.