No one embarks on a billing system migration intending to make headlines.
And yet, that's precisely what happened when one energy provider’s new billing system caused more than 125,000 errors, leading to likely fines exceeding $1.2 million.
Headline-grabbing disasters like Duke Energy's incorrect billing mistakes highlight what’s at stake, but the quieter toll on billing teams, customers, and businesses is even more pervasive. Frustration, revenue leakage, and operational inefficiencies often emerge when billing systems underperform, draining resources and morale.
Research shows that billing system failures can cost organizations anywhere from 3% to over 25% of EBITA. The specific challenges you face will vary, but the underlying causes of these failures will share common threads.
At RESPEC, we’ve spent more than 25 years helping organizations design and implement resilient order-to-cash (O2C) systems. This guide identifies five recurring reasons billing systems fall short, as well as ways to overcome them.
If any of the following resonates with you—or if you’re implementing a new system and want to avoid these pitfalls—this guide is for you. Let’s explore the most common failure points and strategies to build a robust billing system.
Billing System Failures Are Preventable
No matter how a billing system fails—gradually or catastrophically—the root causes tend to be consistent. By identifying these issues early and addressing them systematically, you can create a billing system that delivers lasting value.
In this guide, we examine five primary causes of billing system failures, outlining:
- The symptoms and risks they present
- How to spot them early
- Proven strategies to mitigate their impact
Wherever you are on your billing transformation journey, remember: it’s always possible to move from a challenging "Point A" to a better "Point B."