DOWN Customer Consulting Group, LLC
953 Fillmore Street
Analysis, Strategy, Execution
Case Study - Partner Co-Marketing Analytical Needs Assessment
World’s largest media and communications conglomerate providing products and services across filmed entertainment,
networks, internet services, cable services, and publishing; annual revenues are ~$47B.
Challenges included poor implementation of process and insufficient reporting tools for the internet service segment’s
billing function; this resulted because of partnerships with multiple 3rd party cable companies; the net result was poor customer
experience because of incorrect billing and insufficient info to triage customer service complaints.
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Reengineered and deployed new business processes to manage billing anomalies
Conducted interviews and workshops to identify management
reporting requirements for billing anomalies
Created report prototypes and conducted stakeholder validation sessions to ensure mock-ups
represented user requirements
Developed an on-demand web reporting tool to house and distribute management reports
and validation sessions to ensure end users accepted and understood the an online reporting tool’s capabilities
Enabled the client to improve their billing processes when partnering with 3rd party cable companies
Improved cash flow management
by ensuring customers were being billed correctly and in a timely manner
Improved the customer experience and reduced the number of
end user reported complaints related to billing issues
Provided representatives with the required customer/billing details to address
customer service complaint calls