| CLIENT |
Call Center. Spends $500,000 per month on toll free services. |
| PROBLEM |
AT&T billed the client for services that were not only unneeded, but also unusable. |
| OVERVIEW |
Because toll-free service is a database lookup and translation service, advanced features are plentiful. Advanced features allow calls to be re-directed based on time-of-day, services requested, call origination, or traffic volumes. They may also be used in disaster recovery situations. |
| SAVINGS |
Invoice Insight initiated the removal of the toll-free features, which resulted in an ongoing monthly savings of over $55,000. |
| HOW DID
THIS HAPPEN? |
There was no evidence of a customer order for these features and no carrier explanation as to why they were on the bill. The customer went from two call centers to one, making the intra-company use of this feature impossible. It is likely that no one understood the feature and the implications of the physical site restructuring. |
