Chat2Desk (Forward Billing)

2021: Create a single automated platform to manage commercial products for B2C and B2B

Creation of a single automated platform for management of commercial products for B2C and B2B customers of the Customer within the framework of the subscription model

Chat2Desk"" the Russian omnicanal is a platform with customers and partners around the world.

The company's portfolio has a large number of services, charging for which can have different periods and models: both subscription and consumption (pay-as-you-go). The company also applies individual tariffs for large customers and various systems of discounts and modifiers that affect charging.

As the business grew, the company Chat2Desk faced restrictions on the IT platform, which affected the low performance of the billing platform and the high resource cost of changing product and tariff policies. This is caused, in particular, by different periods of write-offs and accruals for various tariffs, services and options.

The key objectives of the targeted solution are:

• the ability to quickly implement the ideas of the marketing, sales and financiers department;
• reducing the cost of entering new types of charging;
• High calculation efficiency;
• automation of work with partner network tariffs.

The complexity of the project was that the customer needed to save all elements of the IT infrastructure and leave part of the business logic in the existing platform, as a result of which it was necessary to carry out a large amount of work on the unification of charging in the target and initial solutions, to synchronize master systems, normalize and migrate data.

The project consisted of the following stages: survey and development of the terms of reference, implementation and configuration of products, normalization and migration of data, integration with the IT landscape, training, acceptance tests.

As a result, products from the Forward BSS and Forward Cloud Platform: Forward Billing lines were introduced to provide bundling, billing, accounting and billing; Forward BPM for business process management; Forward SP for service management on the customer platform; Forward PC for product and service management. During the implementation process, a large integration layer of the Forward API was implemented to interact with the customer's IT infrastructure (including 1C) and payment systems.

Everything has been transferred to a single calendar month period, which greatly facilitated the work for accounting in terms of reporting, customer maintenance and closing periods.