How Your Comms Group Brought Fixed and Mobile Billing Together
Two billing platforms became one, and customers gained a branded self-service portal.
Your Comms Group (YCG) is a major UK telecoms provider, supporting more than 800 businesses, from local tradespeople to the UK’s largest union. With fixed-line and broadband services on one billing platform and mobile and IoT on another, customers were receiving more than one bill from the same supplier.
Moving to ZOEY brought every service onto one platform and one invoice, uncovered revenue that had been slipping through the gaps and gave YCG’s customers and resellers the self-service control they had been asking for.
800+ Business Customers
15,000+ Corporate Mobiles
One Invoice per Customer
Branded Reseller Portals
The Challenge: Two Platforms, Two Bills
Founded in 2009, YCG manages more than 15,000 corporate mobiles alongside thousands of fixed lines and broadband services. Running two disparate billing platforms, one for landline and broadband and another for mobile and IoT, meant customers received multiple monthly bills, services were hard to line up and adding new providers was a struggle.
YCG’s key customers also wanted to handle simple but business-critical tasks, such as SIM swaps, themselves instead of calling customer services. When Adam Gray, Head of Operations, received the proposal for ZOEY, the decision was an easy one.
- Separate platforms for fixed and mobile services
- Customers receiving more than one bill
- Difficulty adding new suppliers
- Demand for customer self-service
Why YCG Chose ZOEY
Adam Gray
Head of Operations, Your Comms Group
“Compared to the renewal quote from our existing platform, ZOEY was far more commercially viable, even without the added features, support and service from Tekton.”
The Deployment: Clean Data and Tested Connections
With more than a decade of history behind it, a significant amount of YCG’s service data had become muddled over time. Tekton helped cleanse it before migration, so billing started on accurate foundations. The work uncovered lines that had not been billed for a long time and disconnected lines YCG was still paying for.
Our team worked directly with TelcoSwitch to add new lines and rate cards quickly, and ran a full trial to make sure the DWS, Zest4 and Cellhire API integrations were working before the first live invoice run. We also deployed branded portals for YCG and its resellers, with each reseller’s customer and commission data securely partitioned.
- Service data cleansed before migration
- Unbilled and disconnected lines identified
- DWS, Zest4 and Cellhire integrations tested
- Branded portals for YCG and its resellers
The Results
YCG now finds it far easier to view and control its services, and its sales team is winning new contracts on the strength of its fully branded billing portal alone.
Bills go out earlier in the month, all in one invoice, and self-service has dramatically reduced routine calls to the customer service team.
Bills Out Earlier
Invoices are distributed earlier in the month.
One Bill per Customer
Every service now appears on a single invoice.
Fewer Support Calls
Self-service handles routine requests customers used to phone in.
Zero Usage Queries
A demanding IoT customer has not raised a single usage query since.
In Their Own Words
Adam Gray
Head of Operations
“Billing is so simple. Edits that would take hours are now instant, and we have a higher level of control that we didn’t have before. For example, we couldn’t backdate a tariff without having to contact our previous supplier. Now it’s done in seconds.”
Joanna Rutkowska
Customer Service Manager
“Self-service has been a great addition for our customers. I have received a lot of positive feedback on this, which has helped in building rapport with our customers, as well as significantly reducing the time our customer service team would spend on tasks that customers can now manage on their own.”
Explore What Made the Difference
The features and services behind YCG’s move to ZOEY.
Switching to ZOEY
A managed migration with data cleansing, supplier reconciliation and parallel invoice runs before you go live.
Customer Portal
A fully branded portal where customers view invoices and usage, set alerts and, on supported networks, swap SIMs.
Telecoms Billing
Mobile, fixed line, VoIP and connectivity combined on one clear invoice, with usage from 400+ providers.
Planning a Similar Migration?
If your services are spread across separate billing systems, we can review your data, supplier connections and invoice process and show you how ZOEY brings them together.
01
Tell Us About Your Business
Share the services you sell, the suppliers you use and where billing takes too long today.
02
See ZOEY With Your Scenarios
We walk through your tariffs, supplier files and invoices in ZOEY, from the admin portal to the customer view.
03
Get a Clear Proposal
You receive a clear proposal covering scope, migration and pricing, with no obligation to proceed.