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), Technology Provider Service Management (TPSM), Sales and Order Management for Technology Providers (SOMTP) and Sales and Order Management for Telecommunications (SOMT).

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. This includes:

Viewing detailed information on subscriptions and add-ons.
Investigating subscription bills and related service usage.
Seeing exactly what the customer sees on their bill.
Analyzing service usage to make appropriate recommendations and changes.
Application and management of dispute holds and write-offs on invoices.

Creation, management, and display of cash and service credits.

Creation, management, and display of refunds on payments.

The ability to deep link into Aria to perform account management activities not yet available in ServiceNow.

Without leaving ServiceNow, CSRs can now handle all customer inquiries, leading to significant improvements:

Enhancing CSR productivity by over 50% by avoiding the need to access other systems when answering billing and account-related questions.
Improving first call resolution targets by having all necessary information at hand.
Negotiating customer renewals more effectively using historical usage and account information.
Offering more accurate next-best actions, including upsell and cross-sell options, improving customer satisfaction and revenue growth.
Boosting NPS scores by delivering an improved customer experience.
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