Real-time billing and self-service deployment business case study for BSS vendor

A leading BSS vendor asked Northstream to research the global market of mobile telecom real-time billing and self-service and to develop a business case illustrating potential benefits for operators in a European context.

The research identified considerable financial gains for operators from implementing new real-time billing and self-service solutions and increasing customer adoption of the existing implementations. The opportunities stem from both customer care cost reductions and service revenues increases. Revenues uptake was found to be the by far larger opportunity than the in itself sizeable cost savings opportunity.

Going forward the effect of real-time billing and self-service solutions will be twofold. On the one hand, they will serve as key enablers in supporting the introduction of new data products and pricing models such as shared data plans. On the other hand, they will function as an effective discovery channel for operators to present their customers with personalized product offerings.

North American and Asian markets were researched to identify potential correlations of self-care implementations with service revenues. North American markets are postpaid dominated and at the global forefront in terms of data-centric pricing schemes and products (shared data plans). Whilst Asian markets are prepaid dominated; they are spearheading simple data pricing schemes with payment at micro-service level (e.g. pay for an hour access to Facebook).

Based on evidence from these reference markets, Northstream developed a business case, modelling the potential benefits from the deployment of real-time billing and self-service solutions for European operators.

The business case model quantified the operator benefits of deploying real-time billing and self-service applications in terms of increased data service revenues and lower customer care cost. Scenarios were run to assess the impact of different portfolios and uptake of real-time billing and self-service use cases.

Interviews were conducted with selected experts and European operators to validate and refine hypotheses, assumptions and findings from the research and the business case model.