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Q w e s t W h o l e s a l e M a r k e t s. Wholesale Billing Operations Organizational Overview. The Qwest CLEC Forum September 16-17, 2002.

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Q w e s t w h o l e s a l e m a r k e t s

Q w e s t W h o l e s a l e M a r k e t s

Wholesale Billing Operations Organizational Overview

The Qwest CLEC Forum

September 16-17, 2002

The information provided on every slide in the following presentation is for training purposes only. The information provided does not create or modify any legal obligations, promises or expectations between Qwest and CLEC customer. The parties’ relationship is governed by existing legal obligations and contracts.


Q w e s t w h o l e s a l e m a r k e t s

Contents

  • Vision Statement

  • Organizational Layout

  • Leadership Team

  • Work Groups

  • Customers Served

  • Systems Utilized

  • Services Provided

  • Processes

  • Q & A

Q w e s t W h o l e s a l e M a r k e t s


Q w e s t w h o l e s a l e m a r k e t s

Vision Statement

Our vision is to make a difference and be the best for our customers and the corporation everyday. We will do this by providing exceptional customer service, striving for operational excellence in all things and creating significant, positive results.

Q w e s t W h o l e s a l e M a r k e t s


Q w e s t w h o l e s a l e m a r k e t s

Legend

Billing–SLC

Billing–DSM

Organizational Layout

From two Operating Locations, we provide Billing Services for all Wholesale customers for Access, Interconnection and otherWholesale products and services for the 14-state Qwest territory. The Des Moines and Salt Lake Billing Centers are organized by both customer and product groups. Additionally, each customer is assigned a product specific SDC to handle the account.

Q w e s t W h o l e s a l e M a r k e t s


Q w e s t w h o l e s a l e m a r k e t s

Leadership Team

Q w e s t W h o l e s a l e M a r k e t s


Q w e s t w h o l e s a l e m a r k e t s

Workgroups

  • Access:Billing group that performs all bill maintenance, ILEC, CLEC and Wireless payments, customer service and collection functions for Interexchange Carriers who order Access Services throughout the 14-state region.

  • B&C / BART:Billing group that handles FGA end user, B&C Invoice, and BART billing collection functions for miscellaneous products for Interexchange Carriers and CLECs.

  • CLEC:Billing group responsible for bill maintenance, payment, and collection functions for CLECs which can provide telecommunications services to end users through their own facilities by leasing part or all of Qwest’s network or by reselling Qwest’s Resale services.

  • Centrex /PBX:Billing group responsible for bill maintenance and collection functions for Retail/Resale customers who purchase Centrex/PBX service.

Q w e s t W h o l e s a l e M a r k e t s


Q w e s t w h o l e s a l e m a r k e t s

Workgroups

  • IPP/PAL: Billing group that handles the bill maintenance, customer service and collection functions for Public Access Line (Payphone Provider) customers.

  • Resale:Billing group that handles all bill maintenance and collection functions for customers who buy a finished service, i.e.,1FR/1FB through complex Centrex services, from Qwest and offer the purchased service to their own subscribers.

  • Wireless:Billing group responsible for all billing, payment, and collection functions for Cellular and Radio Common Carrier (RCC/Paging) customers.

  • Administrative:Data Specialists in each Center who support Center operations and administrative functions.

Q w e s t W h o l e s a l e M a r k e t s


Q w e s t w h o l e s a l e m a r k e t s

Customers Served

  • External:

  • Interexchange Carriers

  • Payphone Providers

  • Resellers

  • CLECs

  • ILECs

  • Wireless/RCC Providers

  • Cellular Providers

  • Centrex/PBX Providers

  • State Consortiums

Q w e s t W h o l e s a l e M a r k e t s


Q w e s t w h o l e s a l e m a r k e t s

Customers Served

  • Internal:

  • Legal

  • Finance

  • Service Managers

  • Access Management

  • Product Management

  • Process Support

  • Accounting

  • Public Policy

  • Regulatory

  • IT

  • Project Management Org

  • RCMAC (Complex Translations)

  • AMSC (Repair Center)

Q w e s t W h o l e s a l e M a r k e t s


Q w e s t w h o l e s a l e m a r k e t s

Systems Utilized

  • B&C Invoice

  • BART

  • BOSS/CARS

  • OSCAR

  • SOLAR

  • RSOLAR

  • SOPAD

  • IMA

  • CARDS

  • LEXCIS

  • SOPs

  • IABS

  • TAXI

  • CAIMS

  • CBUSS

  • EXACT

  • TIRKS

  • WFA

Q w e s t W h o l e s a l e M a r k e t s


Q w e s t w h o l e s a l e m a r k e t s

Services Provided

  • Billing Account Maintenance

  • Customer Inquiry Resolution

  • Billing Dispute Resolution

  • Invoice Collections

  • Accounts/Receivable Expense Management

Q w e s t W h o l e s a l e M a r k e t s


Q w e s t w h o l e s a l e m a r k e t s

Services Provided

Billing Account Maintenance

  • Wholesale Billing renders bills for products and services purchased from Tariffs and Interconnection Agreements. The system used to format bills is dependant upon the products and/or services purchased.

  • The four billing systems are CRIS, IABS, BART AND B&CI.

    • Products billed by CRIS (Customer Records and Information System) are:

    • Centrex, ISDN-PRI, INP, LNP, LOOPS, UNE products.

    • Products billed by IABS (Integrated Access Billing System) are:

    • Access, Co-Location (MRC only), LIS, UDIT, CCSAC/SS7,

    • Unbundled Dark Fiber.

    • Products billed by BART (Billing and Receivable Tracking) are:

    • PAL List Services, AIN, Co-Location (NRC only), UNE Construction.

    • Billing & Collection Invoicing contracts are billed out of the B&CI System.

Q w e s t W h o l e s a l e M a r k e t s


Q w e s t w h o l e s a l e m a r k e t s

Services Provided

Billing Account Maintenance

  • Wholesale Billing manages Billing Account Maintenance, examples are requests for bill media changes,address changes and duplicate bills. Qwest is responsible for collecting taxes and remitting them to the appropriate government agency. It is the customer’s responsibility to determine and claim any exemption they are entitled to and to provide the appropriate documentation for such exemption. Any request dealing with the maintenance of accounts should be referred to the assigned SDC. If there is a question as to the name of the assigned SDC, please contact your Qwest Sales Executive or Service Manager who will advise what Billing location to contact or you may contact either Center directly.

Q w e s t W h o l e s a l e M a r k e t s


Q w e s t w h o l e s a l e m a r k e t s

Services Provided

Customer Inquiry Resolution

  • Once billing has occurred, if there are questions regarding the charges billed, customers should contact the Billing SDC assigned to the account. Each bill provides a telephone number to call or Billing SDCs may be contacted directly via telephone, e-mail, USPS or fax.

  • Billing SDCs are responsible to respond to inquiries received. If research is necessary to resolve the inquiry, the Billing SDC will make a commitment to get back with the customer once information is obtained.

Q w e s t W h o l e s a l e M a r k e t s


Q w e s t w h o l e s a l e m a r k e t s

Services Provided

Billing Dispute Resolution

  • When a customer disagrees with charges appearing on their Wholesale bill, a written claim must be sent to the Billing SDC assigned to the account.

  • The claim must include the customer name, state, billing account number (BAN, Summary BTN and/or telephone number), invoice date, amount and dispute reason.

  • For a detailed list of the information that may be requested, refer to the PCAT at URL:

  • http://www.qwest.com/wholesale/clecs

  • for the billing system utilized and the specific product.

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Q w e s t w h o l e s a l e m a r k e t s

Services Provided

Billing Dispute Resolution

When a written, documented claim is received by the assigned Billing SDC, the SDC has 2 business days to acknowledge receipt. If the dispute detail received is not sufficient for the Billing SDC to investigate the claim, the claim will be returned to the customer, explaining what information is required. When the customer has all of the required information, the claim can be resubmitted.

Once the complete claim is received and acknowledged, every effort will be made to investigate and resolve the dispute as quickly and efficiently as possible.

Once the claim has been investigated and resolved, a resolution letter will be sent to the customer providing the investigation results. If the disputed charges are to be adjusted, the resolution letter will advise the amount and bill date to be credited. If the claim is denied, an explanation will be given as to why the charges were sustained.

Q w e s t W h o l e s a l e M a r k e t s


Q w e s t w h o l e s a l e m a r k e t s

Services Provided

Billing Dispute Resolution

The Billing SDC has 28 calendar days from acknowledgement to resolve the claim. If the Billing SDC cannot resolve the claim within 28 calendar days, a status letter will be sent.

If a claim has been sustained, and the customer does not accept the results of the Billing SDC’s investigation, the issue can be escalated to the Billing SDC’s manager. If the issue remains unresolved, escalation steps are referred to in the various Interconnection Agreements.

Q w e s t W h o l e s a l e M a r k e t s


Q w e s t w h o l e s a l e m a r k e t s

Services Provided

Invoice Collections

  • A responsibility of Wholesale Billing is to verify payment is received monthly on each bill sent to customers. This verification of payment is performed by the assigned Billing SDC.

  • Generally, payment is due 30 days after the bill date unless an Interconnection Agreement specifies otherwise.

  • If a customer has not submitted payment by the appropriate pay by date, the assigned Billing SDC is responsible to contact the customer, determine the circumstances, make payment arrangements if necessary and follow up for receipt of payment.

  • The Qwest policy regarding payment of charges can be found in Qwest’s State and Federal Tariffs, Contracts and Interconnection Agreements.

Q w e s t W h o l e s a l e M a r k e t s


Q w e s t w h o l e s a l e m a r k e t s

Services Provided

Accounts Receivable/Expense Management

  • The Wholesale Billing Accounts Receivable/Expense group renders bills to customers for Ancillary Services and Products such as Directory Assistance, Operator Services and 800 database queries, as agreed to in Reciprocal Compensation contracts and/or Tariffs.

  • The Accounts Receivable/Expense group also receives and validates bills, then authorizes payments for Reciprocal Compensation and Access billing for ILECs, Wireless and Paging customers.

Q w e s t W h o l e s a l e M a r k e t s


Q w e s t w h o l e s a l e m a r k e t s

Processes

  • The Wholesale Billing environment is supported by processes specific to products, services and billing systems.

  • Process support is provided to the Centers in the form of methods, procedures, handbook pages and Multi-Channel Communications. Process and Product Managers are assigned to support specific products, services and billing systems and are often co-located with the billing centers.

Q w e s t W h o l e s a l e M a r k e t s


Q w e s t w h o l e s a l e m a r k e t s

Question & Answer

Q w e s t W h o l e s a l e M a r k e t s


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