satellic contract management and billingflexible support for customer care and billing services

To successfully meet customer needs, toll service providers (TSPs) must ensure reliable operation and billing of a variety of toll services in line with user-specific data. Our Satellic Tolling Platform helps them to do this – by providing a flexible, multi-layer platform

for managing TSP business processes. Moreover, the platform allows for easy implementation of future requirements such as new products or services as well as the integration with external business partners using web services.

Web portal for road users

www.t-systems.com/satellic

Activate toll credit worth EUR 5* and register for an account right away – easy! Simply send a text message to 70021** with: License plate_Code

or Activate your credit at www.satellic.com/tolling-platform/csc

Voucher code: DFJC-6AAAZM-FX4Y

001* Credits cannot be exchanged for cash and can only be used in conjunction with the test version. ** Your provider may charge you to send text messages.

customer care application

The customer care application supports all processes across the entire user contract life cycle. By accessing customer service and billing procedures via this application, agents can process user requests from a variety of channels, such as mail, phone, fax or email. Using the customer care workflow functionality, all requests can be recorded and dispatched/queued – ensuring they are forwarded to the correct person or organisation for further processing.

Thanks to automatic reminder and escalation functions, user requests are processed within set time frames – in line with SLAs. Plus, defined authorisation models mean that only system users with assigned rights are permitted to perform certain tasks.

Service managementA variety of requests can occur over a service contract life cycle, including complaints, information requests or enquiries regarding toll amounts. To effectively manage these queries, the platform provides a complaint, incident and service request tracking module. A customisable workflow system supports flexible request processing in terms of categorisation, prioritisation and guiding – all in line with the corresponding SLAs. This can be integrated into the communication structure of call centres, and both emails and letters can be sent directly from the application.

Vehicle registration and managementA central functionality of the customer care application is the registration and management of vehicles. This includes the gathering and validation of vehicle parameters and storage of related scanned registration papers.

Ordering and pairing of OBUsOn-board units can be ordered in single quantity or as batch delivery for large amounts. OBUs can be paired and unpaired by the costumer with registered vehicles during the order or return process or to reassign to other vehicles.

Managing distinct account typesThe customer care application fully supports the management of distinct account types. Accounts can be categorised on the basis of payment type such as prepaid or post-paid accounts, vehicle type as e.g. passenger cars or heavy vehicles and product type (GNSS OBU, DSRC OBU, etc.).

key features

Satellic Contract Management and Billing provides services and supporting platform functionality for:

¡ Customer care application

¡ Customer self-service portal

¡ Business Partner API and web portal

¡ Prepayment service (optional voucher-based)

¡ Point of sale/service (POS)

¡ Customer Billing application

Overview of registered vehicles

Prepayment voucher (example)

customer self-service portal

The customer self-service portal is a web platform that provides a convenient way for customers to maintain registration data (vehicle and/or user data), assign OBUs to registered vehicles, book toll services and update payment channels. Moreover, it allows users to view electronic invoices or payment history, display current charges, visualise driven journeys (only on request), and view registered vehicles and assigned OBUs.

In connection with the prepayment service, the customer self-service portal includes specific functions that enable customers to top-up their prepaid credit and view their top-up history. What’s more, it supports direct communication with the toll service provider, for example in the case of loss or theft of on-board equipment, or technical problems. The customer self-service portal can be easily integrated into the TSP’s website, including single sign-on functionality and access to customer data via standard web technologies.

business partner api and web portal

Satellic Contract Management supports the integration with external business partners using modern web service and cloud technology. According to their assigned rights and roles, business partners can use various contract management functions such as registering customers and vehicles, ordering OBUs, etc. This allows Toll Service Provider easy collaboration with e.g. operators of large fleets or distribution partners. The Business Partner Portal provides the same functions via a web portal.

prepayment service

For customers who prefer to pay for toll services in advance, the prepayment service provides flexible, easy-to-use functions. It includes:

¡ Prepayment selection option during vehicle and/or user registration

¡ Customers with multiple registered vehicles can choose the payment method for each OBU assigned to a vehicle

¡ Management of prepaid account balance limits

¡ Notifications sent to road users once a predefined account balance limit is reached (via OBU HMI and optionally SMS or email)

¡ Support for a range of payment channels when topping up a prepaid account, e.g. a customer self-service web portal plus mobile view for smartphones and SMS

¡ Support for prepayments via bank transfer, internet payment or prepayment top-up vouchers

¡ Management of prepayment top-up vouchers

Overview of vehicle related top-up payments

Recent routes and real-time monitoring (value-added service)

Overview of invoices and current charges

point of sale/service (pos)

The integrated point of sale/service application supports quick and easy vehicle and/or customer registration and OBU personalisation at local TSP sites, such as contact points, OBU distribution points or OBU installation and support centres. The POS application is completely integrated into the central customer service workflow and accessible via a secure internet connection. Activities can be processed directly at the local site, without needing to involve the central customer care organisation.

Functions include:

¡ Vehicle and/or user registration

¡ Pair OBUs to registered vehicles

¡ Payment management (deposits, deposit refunds, tolls, reimbursement of unused toll prepayments)

¡ Information about account balances, statements, current and past toll transaction data

¡ OBU management in case of theft, loss or technical problems. OBUs can be set to “disabled” in the system – this sends a request to the OBU that stops the device from functioning

¡ Support for exchanging defective OBUs, and personalisation and activation of OBUs

customer billing application

This service platform delivers an integrated billing application that supports rapid billing, invoicing and reimbursement processes for toll service providers. The key functions are:

¡ Maintaining customer accounts, monitoring account balances

¡ Maintaining accounts per vehicle/OBU (option)

¡ Issuing toll domain-specific invoices, detailed statements and other customer-related documents

¡ Sending invoices, monitoring outstanding accounts

¡ Processing and integrating a variety of payment methods (bank transfers, direct debit, credit, fuel and fleet, card payments)

¡ Processing electronic bank statements and transfer orders

¡ Managing deposits for OBUs and accessories

¡ Processing prepayment top-up transactions (optional voucher-based)

¡ Disburse toll revenues to multiple toll domain owners

¡ Generate reports (internal and for toll domain owners)

¡ Completeness, accuracy and stability of billing can becontinuously monitored and shown for external proof.

POS machine “Satellomat”

publisher

T‐Systems International GmbH Hahnstraße 43 d 60528 Frankfurt am MainGermany

contact

T‐Systems International GmbHPublic Sector & Healthcare Satellic Tolling Competence Centerinfo_satellic@t-systems.comwww.t-systems.com/satellic

June

201

7