Change in Process.Billing Issues Current: Customer has to audit their own invoices for errors, call in to carrier call center (45 minute hold times), open a billing ticket with a nameless rep with no accountability, and then the customer must follow up three to four times following the same process of for months to get the issue resolved.  

The ProfitComm Process: ProfitComm periodically audits customer invoices for errors and proactively issues billing tickets through Client Services.  Imagine receiving a notice that we’ve found an error, it has been corrected, and you will get a credit on your next bill.*  Should a customer catch an error before we do, they simply make one phone call to us and we do the rest.  

*When you didn’t even know the billing error existed.

Service Trouble Current: The customer calls into carrier call center (30-45 minute hold times are common) to report the problem.  The customer must call back on numerous occasions for status updates, waiting on hold and having to fumble through many menu options, getting a new rep each time and having to explain the issue each time to the new rep.  Once the issue is resolved, the customer owns the responsibility of pursuing credit consideration with the carrier, which is a process that can take weeks.  

The ProfitComm Process: Customer calls into our US based Client Services group and will get a live person after only one menu prompt.  Client Services will then report the issue to the carrier (and in many cases we don’t have to go through carrier customer service).  Client Services will proactively continue to work with the customer, the carrier, and even vendors if need be, until the issue is resolved.  Client Services knows when issues can be escalated to carrier upper management and they will proactively enact those escalations on the customer’s behalf.  Upon issue resolution, a root cause analysis inquiry and credit consideration are requested of the carrier.  In most cases the same tech handles the issue from start to finish.