Problems:

• Customer billing for new service installation managed via spreadsheets  
• No integration with Payment system resulting in low confidence in billing data  
• Customer billing site relocations, upgrades/downgrades etc. managed via spreadsheets by DVN2 team  
• Manual management of CDN and MMC billing management via spreadsheets  

Approach:

• Custom scoped application to load & maintain data in ServiceNow for accurate billing calculations  

Solution:

• End-to-end process from creation of ‘service requests’ to billing generation as per the billing frequency.  
• New smart billing that generates debits and credits considering bill accounts, upgrades, downgrades, cancellations etc.  

Business and Customer Outcomes:

• Delivered multi-layered architecture in ServiceNow CMDB for management of services and products  
• Automated integration with Payment system called Flex Cab and with Bertha  
• Automated billing management for CDN and MMC products  
• Manual intervention eliminated in billing