The client provides a lead management and call routing platform designed to help businesses optimize inbound lead flow, increase conversion rates, and improve customer service.
Their system supports real-time call tracking, automated distribution, and performance analytics for sales-driven organizations.
Challenges:
The client encountered a serious revenue leakage issue due to a critical bug in the invoicing system, which failed to bill clients for a specific service item over a period exceeding five months.
This undetected gap resulted in more than $50,000 in unrealized revenue. Compounding the issue, there were no internal alerts or reconciliation processes in place to flag the missing income, exposing operational risks and threatening client trust, particularly if corrective invoices were issued unexpectedly.
The client came to us with certain goals:
- Recovering the lost revenue by accurately billing clients for the omitted service
- Permanently resolving the system defect causing the billing failure
- Strengthening monitoring and reconciliation to proactively prevent similar issues in the future
Solutions:
Some of the solutions we implemented included the following:
- Bug Identification & Reporting: Discovered discrepancies during a routine client account audit. Documented the issue, replicated the bug, and escalated it as an emergency on Day 1.
- Corrective Action: Collaborated with the development team to patch the invoicing logic and reprocess missed invoices.
- Client Communication: Crafted clear, transparent billing explanations to preempt client concerns and maintain trust.
- Monitoring Implementation: A real-time dashboard was set up to monitor billing compliance for the affected service item going forward.
Impact:
These solutions resulted in several achievements, including the following:
- Revenue Recovered: Over $50,000 was successfully recovered and billed retrospectively.
- System Integrity: Billing bug resolved, ensuring 100% accuracy in future invoicing cycles.
- Client Trust Maintained: Zero complaints received regarding corrective invoices; several clients acknowledged the transparency.
- Process Upgrade: Introduced a new “Service Item Billing Audit” as part of the monthly Customer Success checklist to proactively catch future issues.