Ahead of a major operating system release, our client began developing a tool designed to simultaneously assist billing support staff with their duties and increase the security of customer data. Billing agents would need the ability to properly authenticate customers seeking support, but visibility to customer data would be limited to what was needed to resolve the customer’s issue. The solution would be a complex matrix of customer input and automated business and technical processes for obfuscation.
Our client sought Kalles Group’s program management expertise to help deliver a robust, functional, and secure support tool for its billing support agents.
Kalles Group deployed an experienced program manager to work closely with the product owner and stakeholder groups to identify requirements and align them with objectives. The program manager would then manage the project team using an agile approach toward the newly identified specifications, managing change and scope as the solution was created.
Kalles Group was essential in the management of the development of the billing support tool, providing key contributions in:
- Planning: Drove engineering of solution that integrates disparate support tools into a unified business process work ow for agents worldwide.
- Implementation: Drove resolution of complex system integration issues that spanned telephony and chat infrastructure.
- Scope and change management: Managed scope and change requests, created project schedules, tracked progress, managed risks, delivered required scope for all sprints, and met all delivery milestones.
Our client’s new billing support tool launched on schedule, within budget, and without any known issues or bugs. The tool integrated successfully with all of our client’s proprietary and third-party systems, without a need for recall. Our client’s customers enjoy a billing support system that protects their sensitive information, and better equips support agents to handle transactions in a timely and secure manner.