Digitel Venezuela: Digital transformation with billing
Digitel Venezuela fast-tracked the transformation of its legacy billing solution in the face of additional challenges presented by the Covid-19 pandemic, with impressive results.
The challenge
Digitel legacy billing solutions were holding back the CSP business evolution: invoicing process was slow, customers couldn´t access their consumption in real-time and new products launch process was slow. "The company´s billing system was over 20 years old. Therefore, all the processes such as new products, invoicing, and collection were burdensome, difficult and lengthy“, said Amparo Illanes, Digitel´s National Customer Service Manager. Digitel set out to modernize its billing archietcture, enhance the overall invoicing process and foster innovation.
Additional challenges arising during the project implementation due to the Covid-19 pandemic were overcome to ensure project completion and success.
The solution
Digitel chose Ericsson Billing to evolve the billing ecosystem and replace six legacy systems. Full professional services delivery was also provided, to ensure successful implementation, integration, infra-structure, data migration and testing. When the Covid-19 pandemic hit, all delivery, including cutover and launch, was done remotely. "The pandemic factor made us change our mindset and allowed us to work hand in hand with Ericsson even when everything was done remotely“, said Rafael Rey, Digitel´s Vice President of Information Technology.
The results
Once Ericsson Billing was in place and data migration from legacy systems was completed, the bill cycle execution time was reduced by ~90%. Digitel saw a big efficency improvement by executing all bill cycles on the first day of the month. Customer satisfaction increased with more accurate and real-time invoices. According to Amparo Illanes “the billing process took two weeks approximately. Today it is immediate, and our clients can see their bills in real-time. They can see their consumption, which was an important aspect previously they couldn´t see it, today they see it in real-time“.
The new architecture is the initial result of a partnership between Ericsson and Digitel towards new business opportunities in emerging 5G, IoT digital services markets.
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