For over two decades, Inspiro has served as a trusted strategic partner to a leading US connectivity company, providing comprehensive support across the entire customer journey. A key component of this partnership is a dedicated Billing & Credit team, comprising over 220 specialists who process more than a million transactions monthly. Inspiro has transformed the Client’s Accounts Payable (AP) operations by driving substantial cost savings, optimizing process efficiencies, and strengthening financial controls.

The Client, a major player in the fast-paced wireless mobile industry, faced significant challenges in its Accounts Payable processes. Limited internal manpower struggled to manage the volume and complexity of transactions, leading to several critical operational and financial issues:

• Process Inefficiencies: Reliance on manual record-keeping and a high volume of transactions resulted in missing invoices and frequent errors during invoice creation.
• Financial Risks: The lack of robust controls led to fraudulent payments and unnecessary late payment interest charges, creating financial leakage. Examples of fraudulent cases include:
  • Unauthorized Charges: Customers were billed for unrequested or unused services such as for additional lines.
  • Fraudulent Orders: Orders placed fraudulently, with associated devices marked as fraud.
  • Suspicious Accounts: Accounts exhibiting suspicious behavior such as varied payment patterns.
  • Post-Disconnection Charges: Charges for services after disconnection, flagged as potentially fraudulent.
  • Accounts with Chargebacks: Fraudulent accounts identified through multiple chargeback transactions.
  • Usage Fraud: Cases typically considered as suspension-related issues.
• Strained Business Relationships: Payment delays and inaccuracies put a strain on relationships with vendors and partners, constraining business opportunities.
• Lack of Scalability: The existing manual system could not scale to meet the growing demands of the business, hindering future growth and operational agility.

Inspiro was engaged as the sole outsourced AP solutions provider to improve the Client’s financial back-office operations. Our solution was architected to address the core challenges through a combination of specialized talent, process optimization, and robust governance.

1. Dedicated Team of Specialists: We deployed a team of over 220 AP specialists, equipped to handle 200 distinct transaction types. This team now manages approximately 200,000 transactions per month, leveraging deep domain expertise to ensure accuracy and efficiency.
2. Comprehensive Process Management: The team took ownership of critical back-office processes, including Autopay Enforcement, Device Financing Reconciliation, Fraud Manual Review, Device Protection Insurance, and Invoice Reconciliation. This involved navigating 20 different tools to streamline workflows and consolidate tasks.
3. Database Optimization: A crucial function of the engagement was optimizing the Client’s database. Our team implemented a rigorous system for identifying and tagging legitimate accounts while isolating test accounts, enhancing data integrity, and supporting accurate financial reporting.
4. Process Automation: We implemented automated systems to streamline data processing tasks, including managing daily transaction updates and cancellations through advanced query tools. Additionally, we developed specialized automation to:

• Remove Fraudulent Enrollments: Identify and eliminate unauthorized enrollments and credit applications.
• Remove Autopay: Notify customers about the removal of their autopay enrollment.

5. Scalable Operational Framework: By centralizing AP functions within a dedicated, expert team, we established a scalable framework capable of managing high transaction volumes and adapting to the evolving needs of the wireless industry.

The strategic partnership delivered substantial and measurable improvements, transforming the Client’s AP function into a model of efficiency and financial control.

• Optimized Costs and Performance: The transition to an outsourced model generated a 50% savings in labor and overhead costs. Simultaneously, the team achieved a 99% service level with an error rate of just 0.2%, alongside a 40% improvement in overall SLA performance.
• Enhanced Accuracy and Risk Mitigation: The implementation of rigorous processes and expert oversight led to a 30% reduction in the error rate. This minimized the risk of fraudulent payments and eliminated unnecessary late fees, directly impacting the bottom line.
• Strengthened Financial Operations: Inspiro now processes an average invoice value of $4.7 million annually, providing the Client with reliable, accurate, and timely financial management that strengthens vendor relationships and supports business continuity.
• Foundation for Growth: The streamlined and scalable AP operations provide a solid foundation for the Client’s continued growth, ensuring that back-office functions are an enabler, not a constraint, on business strategy.