Optimizing the Order-to-Cash Lifecycle for Fiber Network Providers

Connectivity is the engine behind education, the economy and nearly every other facet of modern life. Yet, it’s estimated as many as 42 million Americans still lack access to high-speed broadband internet service. Fortunately, that gap is being bridged, and quickly. Just last year, the federal government committed nearly $42.5 billion to fund high-speed internet expansion throughout the U.S. and its territories. As that investment rolls out, fiber network providers nationwide will see a spike in customers and service demands.

Considering this, fiber optic network providers that can gain an early foothold and scale their operations swiftly and effectively are poised to secure a significant market advantage over later-arriving and low-performing providers. However, the fiber industry’s greatest opportunity also presents its biggest challenge: building and expanding networks while rapidly acquiring subscribers with tailored plans, then growing with those subscribers by creating a strong customer experience (CX).

To navigate this complex environment, fiber companies must establish a consolidated ecosystem that efficiently supports the entire order-to-cash lifecycle—from launching new services, onboarding and caring for subscribers and expanding the physical network, to tailoring subscription packages, processing billing, providing self-service options and much more.

The Fiber Order-to-Cash Lifecycle and Its Pain Points

The fiber order-to-cash lifecycle comprises every step that occurs from when a customer shows interest in the service and places an order, through the moment the provider receives payment. Getting this cycle right is crucial for fiber network providers as it affects not just a company’s bottom line, but also its customer relationships and industry reputation. Inefficiencies in the order-to-cash process can significantly impact customer satisfaction and business growth. On the other hand, process optimization enhances operational efficiency, reduces costs and improves CX, driving business growth and customer loyalty.

Fiber providers encounter several common pain points when using many of the order-to-cash business support systems (BSS) currently on the market:

• Time-to-market pressure: Fiber is a rapidly changing market where lots of investment is occurring (especially in network build and infrastructure); providers must monetize those investments as quickly as possible.
• Complexity in scaling operations: The fast-moving fiber industry requires providers to shift their strategies on a dime and deploy services efficiently. Fiber providers cannot afford to be held back by processes, technologies and partners that can’t shift or grow with them.
• Operational costs and resource management: As fiber providers grow, so can the cost of maintaining their order-to-cash stack when they must integrate and run additional systems. Managing those costs to maximize revenue and return on investment is critical.
• Adapting to diverse customer needs: Customer preferences are evolving across all industries. Fiber providers must be especially responsive to those preferences since the technology itself is also evolving, and they need quick, successful entry into new markets.

How the Right Vendor Partner Can Reduce Friction in the Fiber Order-to-Cash Process

Partnering with a vendor that offers reliable, cloud-native, scalable software as a solution (SaaS) products can significantly streamline the order-to-cash process. The right payments vendor can help your company automate various tasks and ensure seamless integration across different systems.

For instance, leveraging an integrated billing platform and dispatch solution enhances operational efficiency and reduces manual errors. This allows for real-time data sharing and improved communication between departments, ultimately leading to faster order fulfillment and better CX. In some studies, automation has been shown to improve cycle times by as much as 60%.

An effective order-to-cash platform should have several key capabilities that reduce customer friction and ensure operational efficiency, accuracy and enhanced customer interactions, including:

• Recurring billing: Automating billing for pay-in-advance subscription and postpaid cycles ensures statement accuracy and timeliness for charges.
• Order fulfillment and dispatch: Efficiently manage orders from order capture to service initiation to order completion.
• Customer journey management: Enhance CX, loyalty and customer satisfaction through seamless processes.
• Payments: Secure and flexible payment options allow providers to cater to diverse customer needs.
• Analytics and reporting: Leverage customer data to make informed decisions and optimize operations.

Benefits of Optimizing the Fiber Order-to-Cash Lifecycle

Optimizing the order-to-cash lifecycle is crucial for fiber network providers that want to excel in today’s competitive market. Key benefits include:

• Improved operational efficiency and reduced costs: Leveraging a unified, cloud-native platform that streamlines fiber providers’ billing, care, installation and payments processes significantly reducing time to market, as well as overall operational complexities and costs.
• Enhanced customer satisfaction and loyalty: Efficient order fulfillment, flexible payment options, effective communications and reliable customer support pave the way for higher satisfaction and loyalty.
• Increased revenue through better management of billing and payments: Automating billing cycles and providing secure payment options for subscription services helps reduce errors and delays, leading to better revenue management.
• Adaptability to changing market demands: The right order-to-cash solution allows for rapid deployment and effortless adaptation to any business model. This ensures swiftly scalable operations that get to market quickly and can handle increased demand without compromising performance.

CSG’s Comprehensive Solution for Fiber Network Providers

CSG offers a comprehensive fiber solution that empowers providers to efficiently manage every aspect of their operations, including ordering, billing, customer care, payments and field service. CSG for Fiber offers:

• Scalability and flexibility: Our multi-tenant architecture ensures rapid deployment and effortless adaptation to any business model. This allows providers to scale their operations quickly and effectively, addressing market demands efficiently. The solution’s autoscaling capability—proven to scale up to 20 times—ensures that systems can handle increased demand without compromising performance.
• Efficient billing and payments: CSG for Fiber supports multiple business models, simplifying billing processes and enabling the rapid rollout of new services. Automated billing cycles, flexibility in subscription and postpaid models and secure payment options reduce errors and delays. Providers can capture new revenue streams quickly.
• Enhanced customer satisfaction: With a track record of zero outages over three years and ensuring technicians arrive on time 98% of the time, CSG keeps customers connected to—and happy with—their fiber broadband services, maximizing satisfaction and loyalty.
• Operational efficiency: Leveraging a unified, cloud-native platform streamlines billing and reduces operational complexities and costs, allowing providers to achieve a 5% annual cost reduction or avoidance through finops. Automating tasks and ensuring seamless integration eliminates the burden of managing separate systems.

Optimizing the order-to-cash lifecycle is paramount for fiber network providers that want to efficiently manage ordering, billing, payments, customer care and field service operations. With decades of experience and a deep understanding of the telecommunications industry, CSG is uniquely positioned to help providers navigate the complexities of the fiber market. Our proven track record and scalable solutions ensure that your business can adapt to evolving demands swiftly and efficiently.