Crown Interactive offers a holistic Customer Management System that involves a combination of Order Fulfillment, Revenue Assurance and Billing as a Service. Crown Interactive enables the client to focus on its core business by outsourcing its customer and billing management to us.

Our Customer management and Billing system gives our clients the ability to manage customers from when they are registered into the system to profile termination and maximize customer lifetime value through features such as customer self-service. Through this self-service, our clients can facilitate seamless customer engagement for fulfillment, problem handling and billing via website, mobile application and SMS.

Moreover, the Billing as a Service platform also helps our clients reconcile their billing expectations thereby preventing revenue leakages, in addition to fraud reporting. The system enables the managing of business processes along the value chain from product allocation to ordering, invoicing, payment tracking and collection in a cost effective way.

For clients with a subscriber base and those wishing to expand their subscriber base. Crown Interactive will be an extremely effective partner in helping manage customers as our platform provides flexibility and scalability within an ever changing business environment.

Crown Interactive provides an end-to-end solution, we handle large volumes of variable transactions in real-time and allow customers access through the web-based customer self-care portal.

The main goals of the program are:

Fulfillment: focuses on engaging new and existing customers effectively on the products and services offered by our clients. This could range from a new service order on a tariff to the actual installation and activation of a new meter for the customer. The marketing team are most often the key stakeholders in this segment.

Assurance: This involves all customer engagement from when their service has been activated to when they are billed for the service. This means that all problem handing and SLA Management are handled within this segment. The core drivers are constantly assessed and the metrics used to drive improvements across the business and customer engagement.

Billing: This is the major segment that drives the essence of the business as a whole and therefore encompasses the following:

  • Usage & Rating
  • Bill Formatting
  • Invoicing
  • Collections
  • Fraud Management
  • Revenue Assurance
Order-to-cash

Crown Interactive order–to-cash cycle

Other features are also available on our Customer Management System that give our clients the ability to provide value added services to customers and also cross industry rewards (e.g. kilowatts or airtime).