Seamless billing solutions and next-generation services are vital when wireless telephone service operators are competing to gain higher account value and lower churn in the enterprise market, according to a market report from the Yankee Group.
According to the report, 'Carriers Strive to Retain Enterprise Customers with Wireless Billing and Customer Care', wireless carriers must be all things - network operator, solution provider, and service provider - in order to support their enterprise customers properly. The consolidation of billing systems has created a greater need for system vendors to differentiate by building enhanced features into their products. This in turn positions the carriers to better serve their enterprise customers with a more robust feature set.
"To maintain customer loyalty, wireless service providers will continue to improve internal operations, build new service offerings into existing voice service plans and ensure quality of service for next-generation data services," explained Paul Hughes, billing & payment application strategies director for Yankee Group.
According to Hughes, the ability to offer diverse billing and invoicing solutions will be a key to carriers' success in the enterprise wireless telecoms market, and is likely to remain a priority in the future of wireless services. While slow economic conditions may have de-prioritised many billing and customer care investments, intense competition may yet force carriers to evaluate their billing capabilities, build a consolidation action plan, and once again start investing in the future.
"The need to invest in wireless carrier billing and invoicing is excellent news for the billing and customer care vendor community," Hughes added. "Recently announced financial figures for some billing solutions providers show signs of growth once again. We expect this positive momentum to continue, particularly as many wireless carriers look to integrate more closely with their wireline partners."
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