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Billing: the New Frontier

Putting price plan control in the hands of customers

Aircel customers will soon be able to customize their monthly mobile plans online, according to an announcement from the Indian operator this week.

The ‘Design Your Own Plan' scheme enables post-paid and pre-paid customers to design and choose a plan across voice, messaging and data as per their usage patterns. Subscribers will have the option to redesign their plan or add extra packs based on their needs.

Carriers Bharti Airtel and Idea Cellular rolled out similar initiatives last year for their post-paid customers in India.

Giving customers this level of flexibility to personalize their plans sets new benchmarks for the customer experience. Operators who implement these schemes - and empower customers to take control over their usage - will forge closer relationships with these subscribers, and ultimately reduce the chances of churn.

The trend towards a customer-centric billing model should see plenty more innovation. Real Time Self Service (RTSS) initiatives can shift control into the hands of users; enabling them to manage their usage in a way that closely matches their needs.

AsiaInfo is supporting operators in reforming their billing models. We have harnessed the potential of RTSS in our Veris Billing platform.

This solution allows end users to choose how many minutes, texts and Megabytes they want and make changes in real time without the operator needing to create multiple products.

Beyond enhanced plan control, Veris Billing also enables end uses to transform resources from one type to another (e.g. minutes to data), set dynamic usage thresholds, as well, as transfer resources to one another. All in real time.

Operators need to stay a step ahead of their competitors in order to keep customers happy and maintain and grow revenue. Customer-centric initiatives that empower customers, give them control over services and personalize their plans will become much more prevalent as a result.

It is the operators who seek to understand their customers and put an emphasis on delivering enhanced products and services that will thrive.

More Stories By Katie Matthews

B2B marketing professional working in the Cambridge technology sector, with specialist experience in telecommunications.

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