Proven, Pre-Integrated, No Worries

Implementing a new Customer Care and Billing system can seem daunting.  Granted, it is complicated and there are several issues that can cause serious headaches.  The main worries involve installing and/or integrating:

1. Customer care and billing software in a new location and environment.
2. Third party products.
3. All of the different components of the system (i.e. rating, billing, call center, customer care and order management) to create a complete end-to-end solution.

American Support eliminates the worries, because ACP is completely integrated end-to-end.  So, there is no need to mesh all the functions such as billing, call center, technical support, dispatch and customer care to create a complete system. In addition, the existing outsourced data from American Support: 

• Avoids installation of the core software and hardware in a new location or environment.
• Provides disaster recovery by way of multiple backups to separate locations.
• Integrates with third-party components, because potentially risky integrations have already been developed, tested, and tested in production for existing customers.

American Support lays the ground work so all we need to help you with is data conversion and training.  That saves time and money and keeps those headaches at bay.

Our proven, pre-integrated approach to customer interaction is built on the ACP application suite and combined with more than 25 years of experience.  The result ensures that every contact with your customers is managed flawlessly, at every touch point.

• Flexible and scalable – ACP is unprecedented in the industry.
• Quickly configure and deploy new product and service bundles.
• Manage the interaction with customers, and accurately capture the revenues they represent.
• We process more than $3 billion in revenue on our client’s behalf every month – balanced to the penny.
• Consistently and reliably services tens of millions of subscriber accounts every month, throughout North America.
• Rely on ACP to thrive in a dynamic marketplace.
• Manage convergent sets of information, communication, and entertainment services.
• Adaptable and ready for change:
• Speed
• Accuracy
• Reliability

 ACP BENEFITS 

Make every customer interaction more valuable:

• Get an overall view of the customer – Tap a centralized data store to retrieve all relevant data at the customer level.
• Make a single-order entry point – Grow revenue-per-customer by making it easy to purchase products and services across lines of business via any channel.
• Cross-product bundling – Offer price-point packaging, volume-driven discounts and value-added services.
• Separate receivables by line of business – Assign A/R to separate accounts for financial reporting and strategic customer treatment.
• Simplify delivery of products and services.
• Schedule work orders across lines of business.
• Support next-generation hardware for mobile workers.

 CSG INTERNATIONAL – ADMINISTRATION 

Operations Fulfillment

• Reconciling payments

• Lockbox payment balancing

• First National Payment Processing

American Support Payment processing operates 7 days a week with comprehensive security measures.  Payments are processed, deposited and transmitted the same day they are received.

First National Bank’s platform is powered by DMP Payment Systems.  DMP provides lockbox platforms to over one-third of the top 100 banks in the nation.  DMP is a wholly-owned subsidiary of First National Bank, which allows for direct access to technical resources, flexibility, and customization.

First National Bank maintains direct check clearing links with every Federal Reserve city in the nation.  Their world-class technology center, which opened in 1999, was built with a clear focus: to create a quality facility supported by superior service.  The three story, 190,000 square-foot center has extensive floor space, state-of-the-art communications, unstoppable power and controlled environments

• Located close to the Omaha airport and the US Post Office
• Operates 24 hours-a-day, 365 days a year
• Powered by its own unique state-of-the-art fuel cells which convert natural gas to highly reliable, computer grade electricity (99.99997 reliability) and backed up by Rotary Uninterrupted Power Source, Diesel Powered generators and Omaha Public Power District
• Building encased in bullet-proof glass and is made of enough poured concrete to  pave more than four miles of two-lane highway
• Structure is built to withstand wind speeds up to 200 miles per hour
• 54 card-reader access entry points throughout the building, including Iris Scan Biometric devices that scan employee’s eyes to allow access to strategic areas of  the Technology Center
• First National Bank is proud to have a history and a name that dates back nearly 150 years.  First National Bank has been providing lockbox services for over 35 years and is one of the top 15 Retail Lockbox processors in the nation, processing 50 million payments a year for a wide variety of industries.

• EBPP Rule Administration

Delivering convenient and accessible customer care not only gives our clients a competitive edge by providing superior service options, but also helps alleviate your call center load.  With the advent of Electronic Bill Presentment and Payment (EBPP), more and more subscribers are opting for self-sufficient Internet access to view and manage their accounts online.

Meet your customer demand for EBPP with CSG Precision eCare®, a web-enabled tool to support customer accounts. It automates critical functions ordinarily performed by your customer service, sales or marketing personnel.  Bill payment becomes more convenient for your customers and less costly for you as you reduce float and accelerate collections.

American Support’s EBPP function is already pre-integrated with CSG’s Advanced Convergent Platform.  It is easy to deploy, delivers rapid results and increases customer satisfaction.

• Adjustment Processing
• Checking batches
• Addressable interface reconciliation
• Adjustment Monitoring
• Refund Preparation
• Credit card payment balancing

Maintenance

• System Parameters
• Code Tables
• Service Codes
• Taxing maintenance
• Rate increases
• Auto non-pay configuration
• Auto equipment shut off configuration
• Print and mail functions
• Calendar creation
• Bar code configuration
• EBPP Administration

Inventory Administration
Inventory Management from American Support, tracks equipment assets by serial number, location and owner.  It distinguishes subscriber-owned equipment from equipment owned by the client and allows for model-specific edits.  It also defines features and attributes by equipment make and model type as well as defining equipment movement procedures, tracking unrecovered equipment and logging the history of equipment moves.

Advanced set-top boxes, cable modems, digital set-tops and remotes are expensive hardware assets.  The ability to track these assets throughout their life cycle-from the manufacturer to warehouse, warehouse to technician, and finally technician to customer is vital.  Ensuring that end users receive their products in a timely manner increases subscriber satisfaction while saving costs on lost equipment.  American Support provides an Inventory Management solution for clients that helps monitor the management of inventory at all stages, ultimately improving the bottom line.

• Placement Oversight
• Movement Rules
• Warehouse
• Field Location
• House
• Repair/RMA

Marketing Administration For Clients

• Campaigns
• Promotions

 CONVERSIONS 

American Support provides new or expanding clients with teams dedicated exclusively converting and implementing their new systems.  These proven methods have been used by these teams at over 600 sites in the past five years, converting more than 1.6 million customer accounts.  Conversion teams have experience with many different systems, including those systems most commonly seen in the video industry

The American Support conversion and migration teams are one of the most experienced teams within the industry, averaging almost 8 years of experience per individual, resulting in a smooth conversion experience.

• Mergers & Acquisitions
• Acquisition Support
• Terms
• Database
• Data analysis
• Set up
• De-conversion Support
• Buyer’s guide
• Data
• Custom Needs

• Reporting
• Special request reports

• Dashboards
• Eliminate the need for hardware investment – The American Support solution is 100% hosted with redundant systems across the country.
• Create criteria-based automated outage alerts – American Support will work with the client to establish parameters and settings allowing for instant escalation of service issues.
• Provide Sarbanes Oxley compliant reporting – CSG balances to the penny every day and manages over $2 billion dollars a month in transactions.
• Have a future-proof billing solution – With the American Support solution every Customer receives all updates to the CSG system automatically and for no additional cost.  In addition, due to the use of module based software, new product modules and integrations with devices can be purchased in the future if desired.
• Consolidate operations - American Support can provide a single source-solution for billing and customer care including web-care, statement printing, inventory, dispatch, mailing and receiving your payments.