Business Support System

The Vendor is required to provide business support system for include:
- Billing
• Set up separate subscriptions to multiple customers at a premise.
• Show various relationships across customers (e.g. “parent”, “child”, tenant, owner, property manager, etc.) and be able to setup different billing services and discounts.
• Billing roll up to one customer over multiple premises.
• Send invoices through email, SMS, or mail.
• Automate billing process, notifications, grace period/promise to pay, delinquency, disconnects and reactivations.
• Accurate bill calculations including taxes on specific services and proration.
• Import/export payment files.
• Customize bill messaging and bill image based on various statuses, promos, bill cycles, subscriptions, etc.
• Multiple billing cycles within a month.
• Review and correct payment rejections/errors.
• Support the creation, application, and tracking of discounts, including percentage-based and fixed-amount discounts, at the account, service, and invoice levels.
• Issuing and applying customer credits, including automated and manual credits, with visibility into credit balances and usage history.
• Recurring subscription billing models with configurable billing cycles (e.g., monthly, quarterly), including proration and renewal handling.
• Calculate and apply appropriate taxes based on service type, location, and applicable tax rules, with the ability to support multiple tax rates across different services.
• One-time charges that can be applied independently or in conjunction with recurring services, with clear visibility on invoices.
• Billing adjustments for changes made mid-cycle (e.g., service upgrades, downgrades, additions, or removals), including accurate proration of charges and credits.
• Manage and track payments with credit card, debit card, ach, check, cash, IVR and guest payments.
• Bill based on subscriptions, one-time purchases, and service changes.
• Send notifications through email, SMS, or customer portal throughout billing and nonpayment disconnect process.
• Process one time or automated payments.
• View and post transaction batches.
• Items on account to not be invoiced/charged on the account when account is inactivated or disconnected.
• Bill message/ad space: dynamic ad space on printed and digital bills and customizable bill message to customers based on service or address criteria.
- Customer communication
• Notify customers about technician arrival; track and communicate customer access restrictions.
• Messaging/communications automation capabilities (email + SMS) with ability to customize messages to customers based on a variety of data points.
• Service notifications and tips: ability to build templates and send ad hoc email or SMS notifications to custom groups as needed related to billing, services notifications, or other operational instances (non-marketing).
• Custom notifications delivered to customers based on tickets.
- Customer portal
• Integrated account management (synchronization with billing, provisioning, salesforce, and outage systems for real-time data accuracy).
• Customers to see their current plans and products/services with the capability to evaluate other available options (show full suite of available services to that customer) and integrate with CRM to change package/service and discounts from customer portal.
• Work order visibility and scheduling (view scheduled/completed work orders, request new work orders, reschedule appointments).
• Outage and service status visibility (view outage status, receive outage notifications, see service impact).
• Communications and message history (view messages sent by organization, access announcements/alerts, support targeted messaging).
• Branding and accessibility (brand customization per guidelines, multilingual support, mobile and desktop responsive design, WCAG accessibility compliance).
• Staff visibility (ability for staff to view portal as customer for troubleshooting and support).
• Flexible, customer-driven scheduling.
• Customer scheduling via automatic portal.
- Ecommerce
• Conversion tracking and abandoned orders.
• Address look up and exception handling: embedded real-time serviceability check with clear fallback for non-eligible addresses.
• Dynamic package and enhancement configuration: step-by-step guided flow with conditional logic and smart recommendations.
• Dynamic upsell recommendations.
• Create custom limited time promotional packages based on customer or address criteria.
• Services added by default with option to “opt-out".
• Flow personalization: dynamic content capabilities.
• Promo code integration: promo field with validation and billing system sync.
• Smart installation scheduling: allow install date/time selection during or post signup.
• Transparent pricing: breakdown of monthly and first invoice, with fees, taxes, and promos.
• Account setup and access: email capture, account creation, and easy login/account recovery.
• Ideally as part of the sign-up process.
• Plan and add-on management: view/manage plan, upgrade, and add/remove WIFI.
• Billing transparency: real-time billing info with usage/payment history.