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• Customer Services, CRM and Billing »
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Customer Services, CRM and Billing

Niche has substantial experience in providing specialist consultants to diverse Customer Care and Billing environments both at domestic and international level. We are preferred suppliers to several of the largest global billing solutions businesses.

These include LHS, a leading 'Tier 1' Billing solutions provider. www.lhsgroup.com

Our areas of platform expertise include: BSCS, Amdocs, Kenan Arbor, Siebel and Singl.eView.

Here are some specific examples of work that our consultants have undertaken for clients in the last few years...

• Provided around 20 consultants over 3 years to a leading player in mobile telecommunications in the UK. Among these was the SDI Manager responsible for all Customer Services processes. They also included diverse project management expertise to staff a 'Special Projects' team responsible for high visibility or high priority Call Centre projects.
• Provided transitional senior management expertise for a FTSE listed Distribution business undergoing a major European Re-organisation of their Customer management systems. This included centralisation in to two European Regional Service Centres. Ensured BAU service delivery within the organisation across the client base. Provided key relevant technical PM guidance for subsequent implementation.
• Placed a team of 6 Process Analysts to design a customer service front end operation for one of the largest suppliers of gas and electricity services in the UK. Our services were commissioned despite the existence of an extensive preferred supplier list, including some of the biggest recruitment organisations in the UK.
• Provided Project Management capability for the development and implementation of a series of initiatives to improve the timeliness of cash collection by a mobile operator. Resulting improvements included a 12% increase in the percentage of cash collected within terms. The total effect of this project was to reduce annual costs by £4m.
• Provided Programme Management for a high visibility Customer Service & Billing and Network Operations implementation project.
• Delivery of key processes, systems and trained resource for a major re-engineering of the new customer application processes within a large Utilities organisation. With some resource reporting at board level, this project was key to the re-launch of both the company and its services. The role incorporated the setting up of a new call centre and also included managing the implementation of the Credit Policy for new customers.