ISP Billing

Usage-Based Billing Modernisation

A growing Internet Service Provider offering fibre, wireless, and value-added connectivity services to residential and business customers through a mix of direct sales and reseller channels.

The Challenge

The ISP’s legacy billing and customer management processes were heavily manual and misaligned with real operational workflows. This resulted in:

Manual payment verification through bank statements, requiring line-by-line transaction checks
Customers repeatedly sending proof of payment via WhatsApp and calling support for confirmation
No clear separation between reseller and direct customers, impacting commissions and ownership
Services marked active before routers were shipped or received
Billing starting before service provisioning was complete, causing disputes
Customers blocked for non-payment despite having paid due to delayed reconciliation

These issues increased billing disputes, support volumes, and operational overhead while negatively impacting customer trust.

The Solution

VegaVision deployed a purpose-built Billing & Revenue Management platform designed for usage-based services and full customer lifecycle control, enabling:

Automated Reconciliation

Automated payment reconciliation directly linked to customer accounts

Usage-Based Rating

Accurate usage collection and real-time rating

Customer Segmentation

Clear separation of reseller and direct sales customers

Structured Onboarding

Onboarding workflows aligned to provisioning and activation milestones

Provisioning-Aligned Billing

Billing rules that activate only once services are fully provisioned

Controlled Suspension Logic

Verified suspension and unblocking based on real billing status

System Integration

Seamless integration with network and CRM systems

Manual intervention was reduced to true exceptions rather than daily operations.

The Outcome

Elimination of manual payment validation and statement checking
Significant reduction in billing-related support calls and disputes
Accurate, automated billing aligned to actual service usage
Fewer incorrect service suspensions and faster customer unblocking
Improved customer confidence through transparent and predictable billing

The ISP modernised its revenue operations, reduced operational friction, and created a scalable billing foundation without disrupting existing customers.