UK-based Virgin Media has rolled out ebpSource’s mobile electronic billing (e-billing) service. The new ‘in-house’ solution was chosen by Virgin Media to improve customer satisfaction and improve operational efficiency.
Bill preparation and production times for Virgin Media’s mobile customers are now just a single day, internal processing and support costs have been reduced and the new system provides the flexibility to easily update and expand future e-billing and payment services, in line with business objectives and a rapidly-growing client base. Virgin Media’s back-office billing engine generates data for over 1.5 million mobile contract customers a month – most of whom choose to receive their bills electronically. At the front-end is a customer self-service web portal that supports everything from viewing and paying bills to switching tariffs, ordering a new phone, topping up and downloading software upgrades.
Paul Mitchell, director of billing and collection services at Virgin Media, said: “With the help of ebpSource, we’ve made excellent progress in our mobile e-billing experience. The changes we’ve realised by bringing our e-billing operation ‘in-house’ have given us outstanding online billing functionality and helps position Virgin Media at the forefront of the market. We’re able to deliver transparent and meaningful bill information to customers, and to our frontline customer service agents, which is now simpler to understand and easier to navigate.”
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