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Scott Rice, VP, Customer Billing Services, Sprint, speaks out about Amdocs
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| Headquarters: |
Overland Park, Kansas |
| Website: |
www.sprint.com |
| Revenue: |
US $32.26 billion (2009) |
Amdocs enables Sprint to improve operational efficiencies in our billing cycle and our care and collection processes, which improves the customers overall experience. Operational efficiency means managing costs and running a better business, and that drives customer retention and increased sales.
Bill-to-revenue timespeeding up the bill cycle timeis essential to the business. Its a critical part of regular customer communication and therefore customer satisfaction. It is key to improving cash flow. Even when asking customers for payment, consistency and speed make for a much more positive customer relationship. With Amdocs we have quicker cash inflow and are able to spot fraud and bad debt early on, thereby enabling faster resolution and reduced loss of revenue.
Amdocs has helped us reduce bill-to-revenue time which has contributed to a reduction of cost. Getting the bill to the customer soon after service delivery invariably means less lag time for questions and queries so there are fewer call center calls. Equally, consistency means you can predict demand and manage call center resources more efficiently.
One of the benefits of partnering with Amdocs is transparency. By having access to Amdocs monitoring tools we get to see what they see in the control room. Even though it is Amdocs job to monitor and manage the billing and care applications for us, having insight into whats happening at any given moment allows us to ensure that we have the right people in place at the right time.
Working with Amdocs has crystallized two imperatives for us. First is alignmentoptimizing systems and processes to achieve business goals which enable increased focus on the customer. Constantly improving the customer experience is crucial in the ultra-competitive wireless business in the US; its how we will maintain competitiveness. Second is agility. System optimization is not a one-off. It has to continually evolve and productivity and best practices have to be constantly revisited. By partnering with Amdocs and sharing a common goal, we benefit from their knowledge transfer and access to best practices.
At Sprint, we targeted a whole series of functions and processes as part of our rationalization. We worked with Amdocs on our wireless infrastructure for our CRM, care, billing, provisioning, and collections applications. Sprint converted our entire customer baseincluding existing and new Sprint customers as well as former Nextel customers onto a single Amdocs platform from which we can seamlessly serve customers rapidly and more efficiently. Our transformation spanned systems infrastructure, customer support, and everything from sales, through billing and provisioning.
Transformation needs an environment that is clear and controllable and that is where Amdocs has had a great impact.
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