Telstra Wholesale offers its customers a range of user-friendly, reliable billing services – supported by a team of expert consultants – designed to help its customers manage their customers. With online systems that regularly exceed service level targets – including a BillView system that operates at more than 99 per cent availability – our customers can be assured they are backed by billing services they can rely on. Jenat Kitchen, General Manager Billing Strategy and Implementation, offers a snapshot of Wholesale’s online billing services and the team that supports them.
“Telstra Wholesale offers its customers a range of billing services, including our online billing system, BillView, our automated business-to-business solution eBill, and our electronic invoice, eInvoice,” explains Jenat.
“LinxOnline BillView is our user-friendly, web-based application that enables our customers to conveniently view, print and manage bills online, saving our customers valuable time.
“We also offer eBill, our automated business-to-business solution for the redirection and billing of fixed line voice and some data services. It includes an integrated churn component that allows customers to transfer services to their eBill account.
“Ideal for products that are not subject to churn such as DSL Broadband, Spectrum Sharing or ULL, eInvoice is an electronic invoice that shares a common format with the eBill monthly invoice.”
Service you can rely on
Behind Wholesale’s billing systems lies a dedicated team that manages the strategic development and implementation of Wholesale’s eBill, eInvoice and BillView services.
“Our customers also receive support from our dedicated helpdesks for our BillView, eBill and eInvoice services and our Wholesale Customer Service billing teams also offer billing customer service support,” says Jenat.
“Our people have many years of experience in telco billing both with Telstra and other carriers. Their skills range from billing IT development, billing consultancy and customer needs analysis, operational front-line billing management and the strategic direction of Telstra Wholesale’s billing roadmap.”
According to Jenat, the experience of her team, backed by dedicated online systems, allows Wholesale to deliver reliable billing services.
“Over the past year, our BillView system has been available more than 99 per cent of its contracted hours of operation and we ensure that all maintenance is performed outside contracted hours to avoid disruption to our customers.
“Our eBill and eInvoice services are backed by our service level commitments that ensure we can transmit our eBill files each day by 8.00 am - other than in the event of scheduled outages. And our monthly invoices are transmitted to customers within six working days of the nominated bill pull date.
“It’s thanks to the commitment of our Wholesale team that we regularly achieve or exceed our service level targets.”
Looking ahead
Wholesale has begun phasing out paper bills in favour of moving customers to its convenient, user-friendly automated solutions that are also kinder to the environment.
“We also want to extend the capability of our eInvoice to support the billing of Wholesale’s full range of carrier products.
“Another focus for us is working with customers to help them understand their charges. We have been making changes to our email responses to customer billing enquiries to ensure they contain clear and relevant information that helps our customers understand their charges.
“Also if a customer’s contract changes and this affects their invoice, a member of our Agreements Implementation Team now contacts the customer to walk them through their invoice and ensure they understand the new charges.”
Want to know more?
Please contact your business operations manager or account manager who will facilitate any necessary contract changes and can advise you of the implementation steps for the take-up of our billing services. Visit our website at: http://telstrawholesale.com/operationalsupport/billing.htm
