Use case posts Archive - DigitalRoute

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Automation & Tailored Services

Global Car Manufacturer Company

This company is a global car manufacturer which was founded in 1960 and currently employs 38,000 persons world-wide.

Situation

The company was locked into a process where offering services to customers was highly manual and time consuming with big operational and financial impacts. The company wanted to take full control over the service delivery chain in order to set up more flexible and dynamic business models.

The company wanted to automate and be able to roll out new services based on usage, behavior and context and to set up a service management system that allowed them to dynamically manage and provision all service offerings in real-time.

The first step in this project was to set up a cloud based IT infrastructure that could provide next generation connected cars services. Services such as remote heating, in-car delivery, and more, can now be introduced by enabling connectivity between the car manufacturer and the partnering telco eco-system.

In order to realize this the company needed to collect and unify usage data from the service communication network and bind those to either, a specific vehicle, and or a specific individual.

With its old legacy IT infrastructure this was not possible. The company wanted to implement a platform that could act as an intelligent layer to help them drive business decisions towards its partnering telecom operators and its end-users.

An important aspect from a cost perspective was also to be able to completely disconnect subscription service operations between the actual car and the telecom operator for purposes of steering the car network behavior dynamically based on commercial agreement with the different operators, preventing over-usage and billshock.

Solution

Today, the DigitalRoute Usage Data Platform collects usage data across all communication networks.

With the ability to collect usage data in real-time the company can bind all incoming usage data to a specific vehicle or subscriber and respond to usage thresholds and other measurements.

Prior to the implementation of the DigitalRoute Usage Data Platform the company relied on manual processes for binding data to both internal systems as well as for the associated telecom operator.

Now, the company have fully automated their environment resulting in 100% transparency & accuracy in their billing processes and full control of service usage.

Benefits

With the implementation of the Usage Data Platform the company can bind, correlate and aggregate all usage from vehicle or individual driver with 100% accuracy giving the company primarily the ability to analyze and control the usage of in-car services and ensure proper utilization of communication infrastructure in real-time.

Secondary the solution offers fully transparent billable items and settlements to its partnering telecom operators.

This will also result in revenue leakage prevention and bill shock prevention. Additionally the company could more easily create new business models with tailored services and offerings based on behavioral insights.

The company can now run its entire operations in a cloud-based environment.

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Fortune 100 Insurance Provider

This Fortune 100 company offers a full range of insurance products both to consumers and businesses. The company was founded in 1931 and has 43,000 employees.

Situation

For the company’s road-side assistance business, existing business systems could not cope with the growing number of users and the ‘services on demand’ expectations of today’s digital-savvy generation. A solution was needed that could provide high availability, sign ups on demand, and mission critical response to their customers in a distress situation.

It was absolutely critical for the company to be able provide its road-side assistance customers with a reliably quick response time as well as an easy-to-use experience.

Solution

All the companies road-assistance customers have a smartphone or a device connected to the company. When assistance is needed the customer engages with the company via the smartphone or device to claim support.

The DigitalRoute Usage Data Platform collects usage data such as location, insurance plan status, and costs for the related support needed, binding all this data in real-time to the specific customer and the related situation.

Benefits

With these valuable capabilities offered by a new situation-aware consumption model, the company was able to differentiate its business from competitors and rapidly grow into one of the leading providers of road-side assistance in North America. Many partners now white-label the service.

For example, over 25% of new cars in North America offer this service as their road-side package option.

The company and its partners could also see an improved customer retention due to its flexible, fine grained invoicing pratices. Further, the automation and visibility into situation-specific costs offers revenue leakage prevention, even for complex reimbursements.

With the introduction of new business models based on consumption the company has been able to grow its customer and partner community and revenues and maintain its reputation as an industry leader and innovator.

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Multinational Computer Software Company

This company is a Fortune 500 multinational computer software company. The company focus on multimedia and creativity software products. The company was founded in 1982 and has 15,000 employees.

Situation

The company’s has made two significant leaps in their digitalization journey, starting off with moving from in-store to online purchase. The second, and most innovative move was from purchase to a PAYG (pay as you go) and Bundled offerings for B2B.

Like many other software companies, the company offered one pricing model, a one-time purchase offering. With the rise of e-commerce and new customer behavior, and the new buying patterns associated with it, it was time for new pricing and business models.

Leaders recognized that their homegrown technology IT system couldn’t keep up with growing usage volumes and processing complexity.

It was challenging for the company to maintain and improve the system due to legacy software and inability to process usage data in real-time.

Solution

The DigitalRoute Usage Data Platform, collects fine-grained usage data across the full software suite for each offering and binds that to each individual user. This capability enables targeted analytics for B2B offerings and innovative charging bundles for software suites.

The Usage Data Platform introduced real-time data collection which allows the user to change and make changes in his/her subscription model based on the actual usage, such as contract updates or similar.

Getting rid of the company’s homegrown IT platform and replacing it with DigitalRoute Usage Data Platform the company could now bind all usage, in a fine grained way, to the user resulting in transparent invoicing.

Benefits

Once its consumption-based business models were enabled, the company experienced explosive growth, growing 500% in 5 years! Margins grew due to accurate invoicing. The company saw improved customer retention due to the fine grained invoicing practices.

And, watertight revenue leakage prevention was a key additional benefit with the insights into revenue transactions.

With the introduction of new business models based on consumption, this company reached an entirely new level of revenues, built a much larger customer community, and solidified its position as the industry leader within its software category.

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Manufacturer and Distributor of Electricity & Gas

This company is a multinational manufacturer and distributor of electricity and gas. The company has 63.000 employees, founded 1962.

Situation

Due to EU energy regulations change, the company had to upgrade all of its customers from manually-read meters to smart meters. This gave the company an opportunity to monitor and collect more granular usage data. The smart meters were able to give the company insight into electricity consumption and to gain behaviour insights.

Now the company could introduce a PAYG payment model to their customer community. To support this the company needed to reimagine its billing structure.

The scale of migrating a large number of users to the new billing structure together with the complexity of the new billing structure means it was impossible to handle with their current systems. Introducing PAYG also required a system that could detect and monitor account balances and over-usage.

Since the company is a multinational distributor, they also needed to account for VAT variables in different markets.

Solution

The DigitalRoute Usage Data Platform was implemented to collect usage data from the smart meters both in real-time and batch and bind that to the individual user for transfer to the CRM and Billing systems.

By binding consumption to individual users the company got one billable item from usage of different tariffs and the opportunity to map, authenticate and validate each smart card payment. An important function is the new platform’s session-handling capabilities, which can monitor account balances and detect over-usage automatically.

As a result, the company can ensure that users have the necessary credits on their account balances and block blacklisted cards and over-usage at the moment of the transaction. The system also facilitated financial settlement towards third party vendors.

The VAT issue could easily be managed by the platform's capabilities to collect usage data from several sources and bind that to the respective individual.

Benefits

By shifting to the DigitalRoute Usage Data Platform the company will add flexible and transparent invoicing and settlements with 100% accuracy. The new billing procedure also helped prevent revenue leakage due to full billing transparency.

The authentication and validation process eliminates over-usage and prevents fraudulent consumption.

With all usage data running through a single platform the company could dramatically decrease time to market for new business models.

The insights of consumption enabled the company to offer tailored promotions to individuals based on their behavior which led to customer retention and loyalty.

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One of the World's Largest Mobile Service Providers

This company is among the world’s largest mobile service providers, serving nearly 150 million subscribers in North America.

Situation

The wireless operator had led its market for years but was facing stiff competition and increasing customer churn. In an effort to keep loyal customers happy, the company wanted to be able to continually adapt and repackage its offerings to give customers more compelling and personalized wireless solutions.

However, the operator’s complex, aging multivendor integration tools made it difficult to adapt back-end systems for new offers, slowing time-to-market of new business models.

Solution

The wireless operator implemented the DigitalRoute Usage Data Platform to abstract its legacy data infrastructure and build a more flexible platform to support new offers and business models. Today, the company provides a broad offering, combining all third party vendors in its eco-system to deliver services across their subscriber base.

With the Usage Data Platform, the operator can now collect all usage data across its mobile network and bind this data to individual subscribers in real time, resulting in transparent invoicing settlements. The company has closed the delay between subscriber usage and invoice processing.

Benefits

With DigitalRoute Usage Data Platform the company significantly reduced the delay in billing and settlement processes due to the real-time usage data processing.

The platform helped prevent revenue leakage by a fully holistic view of subscriber usage across its eco-system.

 

Greater platform flexibility and insights of subscriber’s usage allowed the company to maintain customer loyalty and increase retention. Moving forward, the company will be able to fine-tune business models and expand customer-centric services—both their own and those delivered by their third-party partners.

 

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Accurate Billing & New Business Models

World Leading Manufacturers of Electronic Products

This company is a multinational conglomerate with headquarters in Asia. It is one of the world’s largest manufacturers of electronic and electrical products, with 320,000 employees working world-wide.

Situation

Within its mobile division, the company offers several major platforms for media and entertainment, music, apps, smart TV, in-game purchasing.

To be able to offer a seamless buyer experience as well as accurate billing and settlement process they needed a solution that could collect data from and between each platform, the user and the third party vendors.

The existing IT platform was not able to automate usage data collection and binding and required a lot of manual processes to assure the data quality.

The company also needed a real-time fraud detection process to prevent revenue leakage throughout the entire order transaction.

Solution

The DigitalRoute Usage Data Platform was implemented to reimagine the settlement and billing infrastructure. With the Usage Data Platform the company can now collect and bind usage data across all platforms in real-time and batch.

During order data processing, the flexibility being able to apply any business logic helped the company to prevent fraudulent behavior, through validation and mapping with the company's CRM system.

The solution automates the purchasing data from each service platform and payment data from payment gateways to create a billable item and settlement record for the user and the partners.

It also enables real-time processing of settlement, sales, and financial reports for the seller portal.

Benefits

By integrating the data collection from a wide variety of platforms and automating the binding of usage data, the company can now track billing and settlement events with 100% accuracy resulting in revenue leakage prevention.

By preventing fraud through the validation process the company could see increased revenue.
With all usage data running through a single platform the company could dramatically decrease time to market for new business models

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Major Public Transportation Agency

This organization is a major public transportation agency for one of the largest U.S. states, serving 80.5 million riders each year. It operates bus, light rail, and bus rapid transit and paratransit services across a large metropolitan region, including a dense urban center and surrounding communities. The agency offers 75 local routes, 32 commuter bus routes, and a total of 9,100 stops.

 

Situation

The agency was looking for ways to provide more customer-friendly experiences to riders, as well as increase revenues. Agency leaders had an ambitious plan: shifting from the basic “pay-per-ride” model under which they’d operated for years to an account-based management system.

To accomplish this, however, the agency would need to completely reimagine its existing data and billing systems. They needed an open payment solution that could support flexible,

cashless transit, and that could scale to accommodate 80 million customer trips per year. Supporting the new charging models, as well as business-to-business (B2B) and partner settlements, would also require integrated billing and settlement processes.

Finally, to assure accurate revenue collection, the agency needed a fine-grained fraud management system to detect and block blacklisted cards in real time.

Solution

The agency implemented the DigitalRoute Usage Data Platform, a flexible, scalable technology to support usage based billing and enable new customer-centric offers and business models.

At the heart of this transformation is the new platform’s session-handling capabilities, which can collect information such as account balances and card validity from disparate data sources automatically.

The new platform binds all of this disparate data from across its ecosystem in real time.

As a result, the agency can ensure that passengers have the necessary funds in their account balances and block blacklisted cards at the moment of the transaction.

The agency now feeds all usage data for each account (based on fare, time stamps, and billable credits) into a single, unified channel.

The results: a more convenient and personalized user experience for riders, and dramatically improved billing accuracy for the agency.

Benefits

Using the new Usage Data Platform, the agency can set up cashless payments and reduce reliance on costly third-party billing and settlement services.

At the same time, they can now deliver a better user experience with seamless travel. For example, with the ability to collect accurate time stamp information in real time, they can now allow riders to purchase multi-leg trips as a single transaction.

Today, all usage data from across its own and its partners’ infrastructure is fed into the agency’s database.

With the ability to process and analyze this wealth of usage data, the agency can continually enhance its services and develop new customer-centric services.

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Pioneers and Leading Information & Telecommunications Providers in Asia

Founded in 1996, this company is one of the pioneers and leading information and telecommunications providers in Asia. Today, the company maintains thousands of kilometers of fiber-optic infrastructure and is experiencing rapid growth.

Situation

The company was seeing tremendous success, but company leaders recognized that, to keep pace with and capitalize on subscriber growth, they needed a technology platform with a centralized, holistic view of subscribers. The key to achieving this: converging all services in their portfolio into a single CRM.

Previously, the company was relying on three siloed CRMS for each service (fixed, mobile and cable). Additionally, each CRM system was managed manually, leading to frequent errors and, ultimately, revenue leakage.

Solution

Using the DigitalRoute Usage Data Platform, the company can now bind all usage data for subscribers, across all servcies, into a single session. As a result, the company now has much more holistic visibility into each subscriber’s usage experience, as well as much more transparent billing processes.

Today, the DigitalRoute Usage Data Platform acts as the centralized orchestrator for all business processes for all services, including e-commerce, CRM, billing and charging, payment reports and inventory.

Benefits

With the DigitalRoute Usage Data Platform, the company can now maintain a holistic view of subscriber usage across all services.

As a result, the company now has a much deeper understanding of the customer experience, and can use those insights to develop new offers and solutions that increase customer loyalty and retention.

Additionally, by getting rid of manual processes, the company eliminated revenue leakage. The flexible Usage Data Platform allows the company to offer a wide range of new, customer-centric business models.

They can now understand customer behavior in fine-grained ways and offer new tailored offers and improved bundled services.

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World Leading Cross-Platform Online Fashion Store

This e-commerce company operates a cross-platform online fashion store. Founded in 2008, the company has grown to encompass 14,000 employees, operating in 15 countries across Europe.

Situation

The company had successfully expanded over the past decade but was still relying on all homegrown infrastructure for billing and front-end systems.

Company leaders recognized that, if they were going to keep up with competition, maintain and grow marketshare and develop innovative new business models, they needed a more modern and effective IT infrastructure.

To maintain its leading market position, company leaders wanted to collect in-depth intelligence

and insights from digital customer behavior and buying patterns. They wanted to understand the buying process in detail, both when customers make a decision to buy, but just as important, when they don’t finalize the purchase.

The previous homegrown front-end systems couldn’t collect and bind these types of insights to each customer—nor could they provide intelligence, insights and billing from business generated through third-party portals.

Solution

Today, the company uses the DigitalRoute Usage Data Platform. They can now maintain a holistic view of customer purchase patterns, both at their own online store, as well as customer behavior through third-party portals. With the new Usage Data Platform, the company can also combine insights from the same customer

regardless of whether the customer uses the website or mobile app. Additionally, the company can now validate credit cards, as well as provision new customers in the CRM, via the DigitalRoute Usage Data Platform’s Entitlement Gateway Application.

Benefits

The company can now maintain a comprehensive picture of digital customer behaviour and buying patterns. With deeper insights and intelligence, they can now develop more effective promotional campaigns precisely targeting customers based on past behavior and preferences.

Deeper cross-platform customer intelligence also allows the company to conduct more accurate predictive forecasting. For example, they can now detect when a garment is selling quickly and proactively re-order it—before they disappoint customers or lose sales.

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Leading North American Telecommunications Provider

This company is one of the leading telecommunications providers in North America. It provides a wide range of telecommunications products and services including internet access, entertainment content, healthcare solutions, and voice and IPTV services. Founded 1990, today the company has close to 50,000 employees and 13 million subscribers.

Situation

This company had enjoyed major success and market growth for many years. But over time, its IT infrastructure had grown enormously complex. By 2016, company was relying on over 300 different mediation and billing systems across its fixed-line and mobile services.

All of those complex handoffs between systems inevitably led to data loss — and ultimately, revenue leakage. Company leaders wanted to unify all of the different systems into a single platform, and adopt a streamlined, standardized process for collecting usage data and billing.

Solution

Using the DigitalRoute Usage Data Platform, the company was able to converge all of its disparate billing and mediation systems onto a single platform. Today, the company can maintain a holistic view of its subscribers and their consumption behavior across systems, with no data loss or revenue leakage. The new system also eliminates manual errors,

as the DigitalRoute Usage Data Platform automates the entire billing process. Today, the platform collects all usage data from all services (voice, entertainment content, internet access and more), binds the data to each subscriber, and then sends the data on to CRM and billing systems for invoicing.

Benefits

The company dramatically simplified its architecture and automated the entire session-handling processes. As a result, the company now uses a much faster billing process, with zero data loss or revenue leakage.

Additionally, the company can now maintain a deeper, more comprehensive view of its subscribers, with the ability to understand and act on the customer experience.

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