Aria Billing Studio streamlines the lead-to-cash-to-care cycle, enhancing both revenue generation & customer experience. It minimizes the need for reps to swivel chair between systems for order capture, order fulfillment, billing & invoicing, and servicing of customers thereby significantly improving operational efficiency. This integrated solution of ServiceNow SOM/CSM and Aria Billing Cloud delivers a comprehensive end-to-end solution that simplifies the Sales, Ordering and In-life Service processes and drives customer loyalty.
Aria Billing Studio enables Customer Service Representatives (CSRs) to investigate customer subscriptions, invoices, and usage details processed by Aria Billing Cloud directly from ServiceNow Customer Service Management (CSM) and Sales and Order Management (SOM). They can subsequently manage invoice disputes and write-offs, handle cash and service credits, process payment refunds, and seamlessly deep link into Aria for advanced account management tasks to augment ServiceNow's scope.
These capabilities are also available to ServiceNow industry-specific products, including Telecommunications Service Management (TSM) and Technology Provider Service Management (TPSM).
Since typically 40%-60% of customer service inquiries relate to billing and account issues, it is crucial for ServiceNow CSRs to have comprehensive access and management of billing related aspects of customer accounts to address customer questions effectively.
Once a ServiceNow account is linked to a billing account in Aria Billing Cloud, the critical billing and payment data is available for any relevant ServiceNow activity to care for that customer.
Without leaving ServiceNow, CSRs can now handle all customer inquiries, leading to significant improvements:
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Enhancing CSR productivity by over 50% by avoiding the need to access other systems when answering billing and account-related questions.
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Improving first call resolution targets by having all necessary information at hand.
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Negotiating customer renewals more effectively using historical usage and account information.
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Offering more accurate next-best actions, including upsell and cross-sell options, improving customer satisfaction and revenue growth.
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Boosting NPS scores by delivering an improved customer experience.
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Boosting efficiency through streamlined dispute processes and seamless account, invoice and payment management.
Aria Billing Studio is an integration suite built on the Now platform that delivers the Now Next Experience, Remote Tables, and Integration Hub to Aria Billing Cloud for a single, seamless ServiceNow billing experience.
Aria enables enterprises to automate complex usage and subscription billing models in an agile market environment. Aria Billing Cloud, which incorporates predictive and generative AI to help enterprises scale productivity and personalization, is top-rated by leading research firms. Innovative enterprises including Comcast, Experian, Netgear, Subaru, and Telstra depend on Aria to accelerate ideation, become customer centric, and grow recurring revenues.
For more information see www.ariasystems.com
Key New Features include:
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Creation of new SN product offers and hierarchies synched from ServiceNow to Aria plans and services.
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Migration of existing SN product offers and hierarchies synched to Aria plans and services.
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Support for service types:
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Recurring
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Recurring Arrears
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Activation fees
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Order-based
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Support multiple currency rate schedules
Existing Features include:
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Viewing detailed information on subscriptions and add-ons.
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Investigating subscription bills and related service usage.
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Seeing exactly what the customer sees on their bill.
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Analyzing service usage to make appropriate recommendations and changes.
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The application and management of dispute holds and write-offs on invoices.
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The creation, management, and display of cash and service credits.
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The creation, management, and display of refunds on payments.
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The ability to deep link into Aria to perform account management activities not yet available in ServiceNow.
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Creation of new Aria Billing accounts
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Subscriptions and add-ons
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Non-subscription offering
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Account hierarchy
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Billing options, statement formats, dates
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Payment terms and dunning process options
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Modification of existing accounts including updates to:
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Account information
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Subscriptions/add-ons/rate schedules
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Statuses
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Billing/dunning/payment information
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Payment responsibility on account hierarchy
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Application and cancellation of discount coupons
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Application and cancellation of Aria contracts
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Making a payment
The purpose of the Product Catalog synchronization phase of SOM is to provide an automated mechanism by which clients can take either new or existing product offers from ServiceNow and create plans and services in the Aria Billing cloud.
New features in this release:
- Creation of new SN product offers and hierarchies synched from ServiceNow to Aria plans and services.
- Migration of existing SN product offers and hierarchies synched to Aria plans and services.
- Support for service types:
- Recurring
- Recurring Arrears
- Activation fees
- Order-based
- Support multiple currency rate schedules
Plugins required for Aria Billing Studio application within the Aria Billing Studio workspace.
1. Customer Service plugin (com.sn_customerservice)
2. ServiceNow IntegrationHub Starter Pack Installer (com.glide.hub.integrations)
ServiceNow plugins for additional functionality:
1. Order Management plugin (sn_ind_tmt_orm) – Needed for Sales and Order Management.
2. Product and pricing rules (sn_csm_price_mtrx) – Needed for Attribute Adjustments for Pricing configuration for Catalog Sync