Archive for the ‘Client Success’ Category

Thank You For 2018: A Note From Our CEO To The Team

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In 2018, our theme of Promoting Partnership drove us to achieve countless accomplishments and improve the Communications billing and usage-rating experience for our clients. It was a fantastic year and the results reflect it. I want to congratulate and thank our team for achieving extraordinary results in 2018.

The end of the year is an opportunity for us to reflect on all that we accomplished. In 2018 we had record sales bookings of our Communications billing system, sold our largest client, and sold the most revenue ever. A number of these new customers were referred to us through our partnerships which reflects the success of our focus on Promoting Partnership.

Marketing promoted our brand awareness and broke the Marketing-Sourced bookings record, continued raising the bar by making 2018’s annual Client Summit our best ever with record sponsorship, and hosted the most co-branded, partner webinars in our company history.

We built a new Communications billing onboarding process to support our growth and two-phased transition approach. Training and Enablement helped clients have a better and more focused onboarding experience. Client Success continues to fuel the company with exceptional talent while the team hit a new record of solving 90% of our tickets in 3 days! In addition, the Client Success Team (along with other departments) launched the Premier Success Program for our Communications billing customers. As we continue to push upmarket, these new innovations are critical as we train, onboard, and support enterprise clients.  

On the Platform Team, we overachieved our REST API adoption goal. We established a new Product Team and this group led new initiatives –  including the API accelerator program, a structure for new product launches, and improved our product documentation. Both our Development and Product Teams together incorporated client feedback into our roadmap to enhance Sync, our automated switch reconciliation, and build our Webhooks and Zapier integrations.

The OLT took on their most impactful projects this year that aligned perfectly with our focus on partnerships. Thanks to their hard work, we launched the Partner Marketplace and have created a Client Community (which will be public in early 2019) to accompany our Communications billing system. This online forum that will allow clients to connect with each other and partner together on new initiatives. They did all of this while leading our passion and privilege of giving back.

This year we learned valuable lessons and the growth we experienced presented challenges. In particular, stretching certain employees outside of their core responsibilities. I’m proud of the Team for facing these issues head-on. The team’s commitment to innovation and relentless drive to achieve extraordinary results allowed new leaders to emerge. Watching our team members grow and earn promotions is incredibly rewarding. Today, I believe we have the most dedicated and brightest employees in our company history.

As we look forward to 2019, we will structure our goals and initiatives around the new theme, Specialize. In the coming months, we look to expand our Senior Leadership Team, hire new team members in every department, and provide additional clarity into roles. By redefining each role, we’ll allow employees to reach their full potential, provide clients with an even better experience, and help clients grow revenue efficiently. Thank you for another great year.

I look forward to an exciting road ahead in 2019.  

Happy Holidays,


Embracing Transparency with

Posted by has partnered with to embrace transparency during downtimes and more effectively communicate with our clients. Here at, we’re very proud of our 99.99% uptime. But when incidents do occur, we want our clients to be the first to know! is our new incident communication tool that clients can use to check the status of our billing platform in real-time. We believe in proactive support, so clients who subscribe via email and/ or SMS will receive important alerts, like status changes, as well as a post-mortem update and an explanation of what occurred. We’ll even provide the steps we will take to mitigate future issues.

This modern platform is yet another addition to our suite of client services, but clients must opt in to take full advantage. In a recent Q & A with Matthew Robison, VP of Client Success, he provided insight into the importance of this tool and why you should opt in!

Q: Why is this tool important?

A: provides clients with more transparency when there is an issue in the platform. It gives clients real-time updates on the status of’s billing platform. From Enterprise Portal to Agent Portal, your customers and agents rely on! We take our responsibility seriously and want to provide the best set of tools that help you understand how your business is being impacted by downtime incidents and upcoming maintenance.

Q: How often are these metrics updated?

A: If there are any issues, the display statuses of independent functions will update in real-time. In addition, employees will use the incident log to communicate the latest changes until the issue is resolved.

Q: How does this help clients?

A: Using Atlassian’s Status Page platform gives clients more transparency when they are having issues with our software and it also allows our clients to know if other users are experiencing similar problems. We want to be as honest and upfront as possible with our clients.

Q: Do other companies provide this level of detail?

A: Some do, some don’t. Every company has varying levels of comfort with what they share. Here at, we would prefer to overshare which is consistent with our value of Transparent Leadership. It’s each company’s choice to decide how to manage their operation and how they’d like to provide their services. strives to provide extraordinary service to clients. This is just one example of how’s Client Success Team goes above and beyond!

Q: Why did we create it?

A: One of our core values at is Transparent Leadership.  If for some reason is experiencing issues by our own fault or for other reasons, our ultimate responsibility is to serve our customers. This platform shows clients what’s happening in the platform in real-time and gives us versatility on how we communicate these issues (via text, email, RSS feed, etc.).

Q: Why should I opt in?

A: So you can be in the know! When you opt in, you can choose how you’d like to be notified if experiences any platform downtime. With a 99.99% uptime, platform issues are rare, but being transparent offers our clients 24/7 peace of mind and assurance, knowing that our trusted staff is working quickly and effectively to resolve any issue.

Here’s a recent example of a real incident that many clients experienced on that includes a postmortem explaining what happened afterward. For more information, or to see how can help you with our telecom billing platform, contact today!

14 Game-Changers That Simplify Local Number Porting

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Local Number Porting (LNP) is a complicated process with full of risk of human error, but vital to customer retention and support. ATL Communications has simplified the manual, mundane, and error-prone process of local number porting with PortingPro; a product that consolidates, automates, and streamlines the LNP process in a browser agnostic application. Coupled with a fully developed API, PortingPro disrupts the local porting world and places ATL firmly ahead of the competition.

PortingPro doesn’t just port numbers like any old SOA, though. ATL has re-written the book on what’s possible. Whether you’re looking for tools to increase productivity and empower your staff, to integrate your back-office environment, or just need helping hands during an unexpected surge in business or employee loss, ATL has you covered! Even if your business does not have a provisioning team or local number porting division, ATL has the means to provide a full hands-on administrative team to act as your outsourced LNP department. PortingPro is the long overdue product that businesses deserve, and ATL Communications is leading the way with a high-tech solution for an outdated and underserved local number porting procedure.

Game-Changing PortingPro Features:

  • Allow multiple logins from an intuitive browser interface, no more dongles or VPNs
  • Dashboard workflows that simplify the porting process while promoting a team environment
  • Purpose built checks and balances significantly reduce human error and bad data entries
  • Enable your team to work cohesively on multiple ports with user permissions and workflows that clearly identify the next step in the process on your dashboard
  • Allows cut and paste bulk port entries no matter which region the port is required in, no separations of regions per port required
  • Match the port work orders to your specific needs with PortingPro’s flexible work order naming convention
  • Allow multiple SPID administration from a single interface
  • Provide management with vital reports that help your team perform at its best and ensure your customers get their ports administered in the fastest possible timeframe
  • Prevent number slamming
  • Save your business significant time, resources, and money while boosting morale and customer satisfaction
  • Increase productivity by more than 25%
  • Decrease fallout by up to 60%
  • Enhanced API integration to your currently deployed back-office systems
  • Additional CSR/ LSR/ ICP solutions available

It seems simple enough, yet so many businesses, large and small, are still not taking proactive steps to improve efficiency when dealing with the essential functions of local number porting. By switching to PortingPro, you are joining the revolution to modernize, automate, and streamline these processes saving you time, money, and your sanity. Let ATL Communications guide your business into the new era of LNP. Schedule A Demo or Contact Us today for more information.


A Note from’s CEO – Our Results & Achievements in 2017

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I want to personally thank each of you for your hard work in 2017. I also want to congratulate you for the countless accomplishments this past year. It truly was the best year in’s history, and the records reflect it.

In 2017 we sold the most new clients in a year, activated our 100th client, and on-boarded more clients than any previous year. Our service was more consistent than past years, and we built our RESTful API, which will prove to be the most significant and valuable change to as it expands and is adopted internally and externally.

We also launched new departments and created new roles whose contributions helped make all this happen. Rebranding (yes that was completed this year) and Marketing’s focus on building awareness increased new opportunities in our target market and IoT, helping us fulfill a record year for sales. Enablement’s involvement in the on-boarding process and assisting our current clients contributed significantly to our record on-boarding year and client retention goal. For Platform, we reorganized the development teams, changed the planning process and added new roles to support learning and manage the team’s priorities. This resulted in a better learning environment, consistent service to clients, and structure to focus on our roadmap. The mark of a great team is its ability to achieve extraordinary results!

Our successes and records did not come without challenge. For that, I am so proud of all of you. At the halfway point in the year, our progress towards our annual goals was off-pace. This meant we needed to evolve and make changes that impacted everyone. Thank you for embracing change. I want to especially recognize the OLT for quickly understanding why changes were needed, for helping provide valuable feedback into the best approach, and ultimately executing.

I want to thank all of you for trusting the SLT. They set the tone for what had to happen, but it’s your trust in them that made our success possible this year. Through all of this, no one lost sight of the need to care for our clients and to listen to our clients’ input, which proved to be the catalyst for moving to billing-first on-boarding. When I reflect on the past six months, I clearly see each of our ACT TOP values in play. That’s special!

It’s the culture at that makes success happen, and although the records and results were incredible, I am personally most proud of the development of our people and how you grew as professionals and leaders this past year. I see leaders across the company at all levels and tenure.

When we developed our theme of Empower & Evolve, Empower implied providing opportunities for team members to step up, lead, and make a difference. Empowering employees will carry forward into 2018 and remain a mainstay of our culture as we continue to grow. Culture wins!

As we look forward into 2018, we have a lot to be excited about.  As with previous years, we will build on our theme of Empower & Evolve by Empowering you to help. promotes partnerships.  We exist to help clients grow revenue efficiently.  In 2018, we will fulfill this by strengthening and expanding our partner base to complement’s platform, team, and clients.  Focusing on partners will drive us to assist with API adoption, improve our product management, launch payments, and maintain over 100% revenue retention.

Lastly, we will be more intentional about our community involvement both networking and creating local partnerships, as well as increasing our commitment to making a difference in the community through volunteerism. Thank you again for such a great year.  I look forward to a fantastic journey together in 2018. I wish you and your families a Happy New Year.

All the best,

Brent Maropis CEO and employees are passionate about helping clients grow effectively. We’re privileged to work alongside with leaders in the Communication and IoT industry to prepare for the future. If you have questions about how’s telecom billing platform can help you stay ahead of the curve, get in touch with us.

The Managed Service Provider’s Guide to Stronger Customer Relationships

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According to CRN, the managed services market reached $145.3 billion in 2016 and “will grow at a rate of 10.8% to $245.5 billion by 2021.”

As cloud computing technology continues to gain traction in the market, more and more organizations are turning towards Managed Service Providers (MSPS) to leverage expertise, improve security, cut costs and improve uptime. With increased demand comes a slew of competition, making strong customer relationships even more critical for today’s MSPs. Continue reading our guide for managed service providers to start building customer relationships today.

As the IT industry continues to shift away from traditional professional services towards cloud and Saas applications, MSPs must find a way to adapt their strategies. What was once a matter of selling physical products has now grown into something much bigger – Infrastructure as a Service, or, “a standardized, highly automated offering, where compute resources, complemented by storage and networking capabilities are owned and hosted by a service provider and offered to customers on-demand.”

How can managed service providers adapt to this shifting technology marketplace?

As a managed service provider, it’s your job to help your customers see the future and provide a way to help them reach those goals through technology. At the same time, you must stay committed to internal innovation. For MSPs, no two accounts are alike, so you must tailor your services based on the evolving needs of your customers. Adding recurring and usage based offerings to your portfolio will help your customers transform their businesses and, in turn, keep you competitive. In order to succeed in this space, MSPs must find a sophisticated billing solution that is capable of usage based billing.

When it comes right down to it, MSPs must keep their focus on value-added services and an up-to-date solutions stack.

CompTIA, the world’s leading tech association, is spearheading this usage based service movement for MSPs. Annette Taber, CompTIA’s vice president of industry outreach, had this to say about their recent Business Apps Council launch, “Companies represented on the council come from the ‘as a service’ world, with applications and solutions delivered via the cloud and sold to customers as subscriptions. But while their route to market may differ from traditional channel companies, we believe there are many opportunities for the two to coexist and cooperate. Our goal is to identify opportunities for collaboration and create the tools to make it possible.”

It’s an exciting time for MSPs. If you want to learn more about how our telecom billing platform can help you scale your managed services businesses, contact at any time.

How to Choose The Best Billing Partner

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At, we’re passionate about innovation. We understand that offering a recurring or usage-based service is challenging. That’s why we’ve developed a cloud-based platform to solve those mission-critical billing and back-office pain points for Communications and IoT service providers.

Whether you’re already using a Quote-to-Cash billing platform or considering an evaluation in the future, here are three characteristics to look for in a billing partner.

1. Client Driven Roadmap

Before you invest the time (and expense) to migrate to a new cloud billing service, be sure the company has a mature program in place for collecting and implementing client feedback. The communications and IoT industries are two of the fastest-changing markets in business today. You want to be sure that your subscription software will help you stay ahead of this fast paced market.’s mission is to be the best back-office software company in the world. We started the Ideas forum to help us empower clients and evolve our platform to meet their needs. Ideas is a community for our clients to share suggestions and vote for their favorite ideas. This year, we’ve released 82 enhancements from Ideas (and it’s only the beginning of August)!

We want to highlight and thank our clients for their suggestions. Here are the Ideas released in July, and the Clients who suggested them:
– Create email template to bulk email customers
– Show raw provisioning logs for orders
Ready Wireless
– Create the ability to do reconnect orders through API
– Extend payment arrangement to three months
Approved Link
– Create the ability to do reconnect orders with wireless service providers
ATL Communications
– Add credit card fee warning to auto-debit screen
– Multiple Clients & Internal Employees
– Enable mustache syntax for request templates

2. Development Team In-House

During your evaluation of telecom billing partners, be sure to probe into the company’s software engineer team. With a full market of outsourced development resources, becoming a SaaS (Software-as-a-Service) provider is easier than ever. Avoid the billing blues by going with a provider that has a full team of qualified developers in-house.

Founded by a developer, our Platform Team is the largest department in our organization today. delivers high-quality integrations and enhancements that have been QAed, peer-reviewed, and client-tested before we announce new features publicly. We’re constantly innovating our platform to help clients grow and beat the competition.

3. White-Glove Onboarding and Training

When looking for a cloud billing service, be sure you consider the people behind the platform. Ask for an outline of the onboarding process and timeline, a detailed overview of the training, as well as client references. It’s worth your while to fully vet these crucial areas of a billing partner before moving forward. You’ll thank us later.

While other cloud billing service providers in the market cut corners – by outsourcing or skimping on client onboarding, training, and support – is proud to provide a successful and positive client experience. That’s why we assign each new client with a dedicated onboarding team comprised of a project manager, data migration engineer, and enablement trainer.

The right billing partner makes all the difference. Ready to learn more about the difference? Contact us or request a demo today.

How to Build a More Innovative Team, According to’s C-Suite

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What exactly does it mean to have an innovative team?

Innovation is a buzzword thrown around loosely in corporate life, but all-too-often lacks a defined path or strategy. When you look at the numbers, this disconnect between business and innovation becomes clear…

Two-thirds of organizations say that innovation is crucial to survival, yet fewer than one third say they are innovating successfully to drive growth and increase revenue.

“Passion for Innovation” is a Core Value within’s culture, and we let it lead the way in everything we do. Today, we’re going behind-the-scenes with two members of our c-suite to paint a picture of how we build and promote an innovative team within our company culture.

Here are some innovation tips from our CEO, Brent Maropis, and VP of Operations, Geneva Gross.

What does innovation actually mean? What does it mean to you?

Brent: “Innovation is identifying and implementing new ways in which we perform tasks, processes, and projects faster, more consistently, easier, with better results.”

Geneva: “At its core, innovation is just a “new idea” relating to process, tools, or concepts. To me, the qualifier for innovation extends beyond this definition – to be a truly innovative team, a significant or measurable impact is a must. In other words, is the idea significant? Does it matter? If I completely change the way my department runs but it has not made a measurable or significant impact to the well-being of my team or the overall customer experience, that isn’t innovation. That’s just a process change.”

How do you promote innovation within the team? What’s the strategy?

Brent: “We measure what matters and provide transparency into those results. This transparency prompts feedback from employees, partners, and clients, which we then use to identify opportunities to improve processes and solve problems. We make sure our employees feel empowered to innovate and evolve everything we do.”

Geneva: “Our team leaders set an annual theme and six month strategic plans. We discuss this strategy with our teams, meet twice a year to align, and work with our Operational Leadership Team to uncover innovative ways to fulfill the strategic plan. This helps align the entire organization around a shared goal and provides the framework for our employees to be innovative with meeting those strategic goals.

Our functional teams also meet quarterly to make changes to business process, tools, and concepts. Each quarter starts with the idea that no process or tool is safe from change or replacement. Evolution is a necessity at, and providing an environment where each team member has influence in their functional area supports leadership development and promotes grassroots change.”

“We publicly recognize those who show a passion for innovation in their day to day.”

– Geneva Gross

Rapid change and disruption are necessary to stay competitive in today’s market, but how can you keep your team engaged and positive throughout the process?

Geneva: “In my opinion, the most important thing is simply allowing change to happen. Most people want to evolve and grow and get excited about how this change will positively impact their future. So, give everyone a voice to weigh in on the change. This alignment will increase your chances of getting team buy-in or, at the very least, more positive attitudes because they know they had a direct influence in the future of the organization.”

What is technology’s role in enhancing team innovation?

Geneva: “Technology’s role is to remove obstacles to allow employees to be innovative change agents. I look to technology to allow us to be faster, remove decision points, eliminate repeated tasks, and provide visibility within the organization. I want to the tools to do the work so our people can come up with creative solutions for our clients.”

How do you keep innovation in mind during the hiring process?

Brent: “We ask behavioral-based questions that quantify a candidate’s willingness and ability to succeed in an innovative environment. We require each candidate to provide an example of how they have fulfilled their value for innovation in the past and their vision for driving it in the future. After each interview, we rate the candidate’s passion for innovation based on their answers.”

A few examples:

  • Please tell me about a time that you were presented with an issue to which you did not have adequate resources immediately available to solve and how you overcame it?
  • What technology are you most excited about currently and why?
  • Relate a time when you had a new idea and how you made the idea heard.
  • Explain a time when you were involved with changing and innovating your environment.

What are some common innovation roadblocks, and how do you encourage the team to move past them?

Geneva: “Analysis paralysis comes to mind. If you overanalyze, it is hard to just get off the ground. Innovation starts with the idea. Jump right in and get comfortable with being uncomfortable.”

“Relying on old habits and getting stuck in comfort zones. We create a theme for the company each year, set specific goals, and reward those who innovate.”

– Brent Maropis

Want to know more about how is innovating to become the best cloud billing system and back office software company in the world? We invite you to meet and learn more about our team and our process today!

How to Prevent Churn of Your Most Valuable Customers

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Churn (or cancellation) rate refers to the percentage of customers who leave your product or service. For usage or subscription-based businesses, it is arguably THE most important metric to monitor. A high churn rate is a classic sign that the business you are running is no longer sustainable. The good news? Taking action to both identify your most valuable customers and improve user experience can quickly remedy the problem.

Here are seven strategies to reduce customer churn and, ultimately, increase revenue.

Streamline Your Onboarding

Just like your website may provide the first impression before a sale, your onboarding experience sets the tone for the quality of service you provide to customers. If your onboarding experience is negative, choppy or unprofessional, your customers will expect the same level of support throughout your partnership. In fact, new customers are most likely to churn in the early days of onboarding, so creating a smooth platform transition is vital to your relationship. An effective onboarding process will build your customer’s trust, demonstrate the value of the product or service, and set the foundation for the remainder of the partnership.

Pro Tip: Earn your customer’s affection in the early days and win them for a lifetime.

Improve User Experience

While user experience (UX) typically refers to how easy or intuitive a product or website is to use, good UX really comes down to meeting the needs of your customers. Our customer retention tip? Encourage new hires to interact with your product and service before getting your official training. Their fresh eyes will give you visibility into how new customers might approach your product or service. This will help you identify gaps, watch user patterns, and determine what may be less than intuitive.

Pro Tip: Talk to your support team and make sure these gaps directly influence your roadmap.

Offer Additional Services

What kind of technology are you providing for your customers? In today’s competitive market, the answer to this question could make or break your churn rates. Add over-the-top value by offering services above and beyond basic connectivity and data connection. For example, self-service capabilities can empower your most valuable customers to take charge of their accounts and help you stand out in the market.

Pro Tip: Learn about how to effectively roll out a new product or service, right here.

Proactive Customer Monitoring

Thanks to modern APIs, business intelligence is no longer exclusive to enterprise companies. Organizations of all sizes can access predictive analytics to detect early warning signs of at-risk customers. Recurring revenue and subscription-based businesses can avoid churn by tracking metrics like frequency of user engagement, customer satisfaction scores, and more.

Pro Tip: Look for a customer management tool that offers custom reporting to track the information that matters most to your business.

Provide Better Billing

Adopting a modern, automated billing system can improve accuracy, build trust, and, ultimately, improve retention. Billing is personal for your customers. One small mistake can trigger a major chasm of trust between you and your customers. Whether your customers are facing an inaccurate charge or unpredictable billing rates, chances are that trust will not only get lost in the billing process but also in your product or service as a whole.

Pro Tip: You can’t afford to make billing mistakes. Read more about how better billing can drive your client retention strategy.

Increase Quality of Customer Care

Mistakes happen, but the quality of your customer support can reverse, or exacerbate, these issues. Almost 70% of the identifiable reasons why customers left typical companies had nothing to do with the product. The prevailing reason for switching was poor quality of service. Make sure your support team is prepared and empowered to deliver quality care and views each trouble ticket as an opportunity to deliver world-class care.

Pro Tip: Choose a service provider that keep their development and customer support in-house to prevent this pitfall.

Businesses spend 5x more to acquire a new customer versus what they spend to retain an existing customer. To see how can help you predict and prevent churn of your most valuable customers, request a demo or contact us today.

4 Things to Avoid When Rolling Out A New Service Offering

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You’ve spent months pouring your heart and soul into the development of a product or service offering that you’re sure will change the world… or, at least, the industry and customers you serve. Perhaps you’re asking yourself, “Now what?” With all the noise in the services ecosystem, it takes more than a great product to make waves. Thoughtful planning and strategy is required for a successful new service launch.

Here are four common pitfalls to avoid when rolling out a new service offering:

Making False Assumptions

Assumption #1: The Product is Perfect
When it comes to rolling out a new service offering, assumptions can be your worst enemy. To combat this, define a process that evaluates your expectations to achieve better results. Regardless of the initial design, customer feedback and user experience could change the final service offering.

Assumption #2: The Whole Team is On the Same Page
It is easy to assume that your team is clear with deliverables, expectations, and specific details surrounding a product launch, but this is one of the hardest things to achieve. To avoid delay of the product release, replace generic requests like, “I need it soon” with something more specific like, “I need it by 8/1/17.” Be specific and clear and regularly check in with each member of the team to ensure you are all on the same page.

Assumption #3: Your Job’s Over After Launch
In reality, you’re just getting started. Every facet of your team is counting on you to guide them towards a better service and customer experience. Whether it’s setting up best practices for troubleshooting, creating training collateral for customers, or gathering strategic marketing materials, a successful product rollout is an endurance game, not a sprint.

Foregoing Transparency During Beta

Whether you decide to release a generally available product or test through beta, make sure this distinction is crystal clear to your customers. Without transparency, early adopters can get frustrated when working through the inevitable kinks of a less-than-fully-functional product. Our recommendation? Be bold and brave by spreading the word that you’re releasing a beta and that you’re open to feedback, and provide people with your future development roadmap.

If you’re having trouble finding people to participate in a beta, you may need to provide incentive offerings. Typically, your biggest advocates will be excited that you’re trying something new and happily volunteer. Plus, being open with clients about your new release can increase overall customer engagement and transparency. A win-win. Here are a few additional benefits of beta testing:

  • Gives your team the chance to make user-led modifications to existing functionality.
  • Helps gather ideas for future enhancements.
  • Lets you resolve any bugs or performance issues that would otherwise delay a successful launch.
  • Starts spreading the word about your new offering before general availability.

Avoiding Agility Post Launch

Great ideas and technology evolve over time, and customer testing and/or market research can only go so far. Your product may very well function differently once it’s released into the real world. Knowing this going in can help you be prepared to stay agile and flexible post launch. Rather than focusing all of your budget on the rollout itself, be sure to allocate some of your resources to post-launch updates.

Working in Silos

If there’s one piece of advice we would love to impart on our readers today, it would be to avoid building and launching any product or service in a silo. In today’s connected world, there’s no need. Whether it’s from customers, support, the c-suite, or your service community, aim to receive as much feedback as you can while remaining agile to support a better overall launch plan. If you’re solely relying on your development team, engineers, or IT experts for feedback, you’re missing a major opportunity to build a more comprehensive and thoughtful product. uses agile methodology as a framework for all of our internal projects. One of the key components? Agile retrospective. This refers to regular reflection on what’s working, what’s not working, and opportunities for improvement. Most importantly, it’s about adjusting your behavior based on those outcomes. By embracing change, your team can become more effective in all areas of work. If you can get comfortable applying lessons learned from previous projects, you’ll be well on your way to a successful rollout.

Final words of wisdom…

Most importantly, as you’re developing a new offering and preparing for a product rollout, always keep your end users in mind. Embrace the experience you’re about to ask your customers to go through, and engage them through every step of the process.

Have questions? Contact’s VP of Operations, Geneva Gross. Or, sign up for’s newsletter to receive more content to help you learn and grow.

Adopting a New Business Technology? 10 Things NOT To Do

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Gartner predicts that IT spending will reach $3.5 trillion dollars in 2017. Companies of all sizes across industries are looking to deliver sound technology investments to meet business goals. While most executives realize the impact technology could have on their bottom line, many are delaying adoption. For example, in one study, 90% of executives recognized that big data was relevant to their business, yet only 39% reported implementing new technology in their own business.

So, why are organizations slow to adopt new business technology?

The truth? Adopting new technology in business is a huge decision with major financial implications. Getting buy-in and implementing a new technology across an organization isn’t easy. So, to smooth the adoption process, we’re giving you our top 10 common pitfalls to avoid:

1. Buying solely based on price tag

Budget is important. In fact, it’s probably one of the biggest factors driving your purchasing decision. Make sure you know your budget before searching for a solution. Think about the challenges you’re facing and what solving them would do for your bottom line. If you go into buying mode without a clear picture of the problem you’re trying to solve and what a solution would be worth to your organization, you’ll be tempted to purchase the cheapest option… and you’ll get what you paid for.

2. Forgetting about your actual business needs

Before you adopt a new system, ask yourself, “What is the need?” The solution you choose should directly meet that need.

All too often, we hear horror stories of organizations that were implementing new technology only to realize it was a waste of their time and money. Typically, the technology itself was not ineffective; it simply failed to address the actual business need. While cost is the primary driver of apprehension toward adoption, it’s important for companies to remember that business technology can have an impact that extends well beyond a simple return on investment. It might seem obvious, but choose the solution that will actually meet your needs.

3. Expecting it to be the same as your current solution

Adopting new technology in business is not a plug-and-chug process. If you’re expecting nothing to change, there’s a good chance you’re not ready for a new solution in the first place. Innovation takes flexibility, and having a “this is how we’ve always done things” mentality will hinder the impact of the implementation. You’re adopting a new process to maximize the benefits of the solution, so keep an open mind and your eyes on the prize.

4. Placing solutions in silos

Historically, centralized IT groups would implement new technology within a business. Now, things are changing. Line leaders of individual departments are making their own tech purchase decisions. This can lead to chaos when those technologies don’t integrate with each other. Make sure your technologies can work together, and be mindful of how a new solution will work with the rest of your tools. Siloed solutions will only take you so far, so opt for a full-service solution when possible.

5. Buying JUST the technology

Today’s technology can provide some pretty spectacular gains for businesses, but implementing a new solution requires a human element. Make sure you love not only the technology but also the company and team that comes with it. What are their culture and customer service policies? Remember, from onboarding to training to ongoing support, you’ll (hopefully) be working closely with the team behind the technology.

6. Forgetting about your roadmap

One of the biggest mistakes made by organizations implementing new technology is focusing only on the here and now. While leveraging technology to solve just your immediate business challenges is tempting, think big picture and be mindful of what’s coming next. As your business evolves your needs will change, so find a system that can grow with you.

7. Diving in blind

In case you haven’t noticed, there are a lot of technology solutions on the market. There’s no need to dive into a relationship you’re not sure about. Check the right references (within your particular segment or industry, especially) to make sure the solution you’re considering is worth your time and money. Take plenty of time to speak with the potential solution provider and your partners. That short investment of your time will pay dividends down the road.

8. Avoiding the data

The decision to adopt a new business technology should be data-driven. A recent study found that companies in the top third of their industry that used data-driven decision-making were, on average, 5% more productive and 6% more profitable than their competitors. Consider both your internal data as well as the projections that your new solution provides.

9. Getting discouraged by downtime

When you’re implementing new technology, you’ll inevitably face some growing pains. Systems must be updated, processes must be reworked, and your team must be trained. If the solution itself is too complex or the onboarding process too demanding, the team may push back. When searching for a solution, make usability and support a top priority to avoid this lag in productivity.

10. Forgetting about your team

You’ve researched the new solution for hours on end, received buy-in from the higher-ups and are ready to make the jump. Not so fast… The simple fact of the matter is that even the most powerful business solutions won’t work if your employees are unwilling or unable to use them. Discuss the transition with your team and walk them through the strategy driving the decision. If the new technology will ultimately make their jobs easier—even better. Be sure that expectations are set before implementation begins.

Adopting a new business technology can be a major headache. We’re here to make it easy. Subscribe to receive growth tips like this, delivered straight to your inbox. Or, request a demo to see how can help you reach that next level of success. Agent Portal: Happy Agents = Happy Customers

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Ready to Maximize Your Agent Channel?

Whether you’re considering an indirect sales channel or are already working with agents today,’s Agent Portal can improve sales outcomes and end-customer experiences.

After surveying a group of VARs using telecom agents, Channel Insider reported one half to two-thirds of resellers’ annual revenue comes from partnerships with agents. While working with a distribution channel can boost revenue growth, it can also create several operational challenges. For instance, your agents will need access to their end-user data and you’ll want a way to manage agent commissions and communication.

Enter Agent Portal

Using’s robust Agent Module, your agents will enjoy around-the-clock visibility into their customers’ details – from usage, invoices, payment history, trouble tickets, contact information, and reporting. With these powerful insights at their fingertips, agents will be better equipped to serve your customers. The best news? Your clients will notice (and appreciate) the white-glove support and improved user experience, leading to better customer retention.

In addition to account visibility, Agent Portal streamlines agent relationship management. We make it possible to provide your agents with everything from customer data to communication – all in one place. You’ll find that it’s easier to provide training resources, documentation, agent alerts, commission reports, and more! Why wait? Check out our one-stop shop for managing agents, customers, and commissions.

Ready to Maximize your Channel and Improve Customer Experience?

If you’re a current user, you can enable this feature at any time. Just contact us with your request. If you’re not a current client and would like to see the Agent Portal in action, please fill out the form below. We’d love to show you what could do for your business.

Learn More About Agent Portal

Exploring Mobility & Connectivity in 2017

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At, we are passionate about the industries we serve and are always looking to keep a pulse on what’s next. Today, we will examine the current state of IoT connectivity and mobility, take a deep dive into what the future holds, and explore the potential implications for service providers.

A Brief History of Connectivity

In the late 1980s, a company called CompuServe introduced “CompuServe Information Service” (CIS), a new service offering giving users widespread access to what would eventually become known as the Internet. Personal computing quickly gained traction, ushering in a new era of connectivity. The 1990s brought 2G technology, faster connection speeds, the first SMS message, and wifi. And by 2010, the snowball had continued with the widespread adoption of broadband, cloud computing, social networks, and connectivity over cellular networks, paving a new path towards global mobility and a digital revolution.

Today, almost two-thirds of the world’s population have a mobile phone, and more than half have a smartphone. Over half of the world’s web traffic comes from mobile devices and more than half of those mobile connections are broadband. This widespread connectivity has not only revolutionized the way consumers connect but also the way business is done, giving key decision makers access to data on demand.

The Next Era of Connectivity? IoT

A recent Gartner survey found that 8.4 billion connected things will be in use worldwide in 2017, up 31 percent from 2016. As infrastructure expands, that number will continue to grow, forecasted to reach 20.4 billion by 2020. The phenomenal growth is stemming from two main groups:


Consumers represent the largest group of users of connected things, with 5.2 billion units in 2017. This year, consumer applications will represent 63% of total IoT applications.


While consumers are on track to purchase more devices, businesses will outspend the consumer group on Internet of Things solutions. IoT services represent a major driver of this growth. In 2017, IoT services spending (professional, consumer, and connectivity) is on pace to reach $273 billion.

More Data = More Opportunity

As users are looking to their service providers for new and improved ways to connect with their data, businesses are looking for real-time ways to leverage it. This growing need for management and maintenance of connected services, and the massive slew of data that comes with it, is opening new revenue opportunities for providers. In fact, by 2022, the connectivity market will account for 24.69 billion total.

In the last 30 years, connectivity has evolved at a rapid pace, ushering in a new generation of mobility and opportunity. 2017 is the year for service providers to step up to the plate and create better experiences for end users. If you’re ready to take advantage of a space facing phenomenal growth, we’d love to help. Schedule a demo or contact today to learn more about how can help you grow in 2017 and beyond.

5 Steps to a Stronger CSP Sales Strategy

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In Today’s Shifting Market, CSP Sales Strategies Are Critical For Growth

Regardless of your industry, a strong sales team is arguably the most important revenue driver for a company. Many communication service providers (such as VoIP, UCaas, and POTS), traditionally selling through indirect distribution channels, are bringing their CSP sales teams back in-house. While migrating to a direct sales strategy can have a positive impact on operating expenses, it can also pose several challenges.

Companies that DON’T succeed in the Communications market all have one thing in common – their sales teams focus too heavily on products or features and not enough on value. Whether you’re a CLEC, ILEC, POTS, CSP, UCaaS, Fiber, VoIP, or IoT provider, the secret sauce to sales comes down to one thing – identifying value. To make it happen, you’ll need to gather this information from your prospects in a non-confrontational, yet conversational manner. Here’s how to take your CSP sales team to the next level.

Enter The Socratic Method of Selling

The Socratic Method of Selling is simply asking open-ended questions to gather information. It’s beneficial for two reasons – 1) you build trust with your prospect by showing them you’re interested in their business and 2) you present your solution in the most impactful way. The responses from your prospect will help you fill in the gaps in the Value Planner.

You know your services and value propositions better than anyone else – what you don’t necessarily know (at the beginning of a sales cycle) is your prospect’s challenges and concerns. The two tactics aforementioned will help you learn about your prospect and position your service in the best possible way.

Let’s go through a B2B sales strategy example using the Value Planner.

b2b sales strategies

Step 1: What’s the Business Issue?

When uncovering the Business Issue, you should try to determine what the prospect is trying to accomplish or what new initiatives they are pursuing. With this response, you’ll learn why the prospect is evaluating your products or services at this point in time.

Here are some questions you might ask your prospect to bring the Business Issue to light:

  • Tell me more about your initiatives this year.
  • Would you elaborate on what brought you to contact us?
  • Why is this [evaluation] important now?

For example, in our industry, common Business Issues include looking to expand a service area, adding a new offering, or entering into a new market. These initiatives often prompt a Communications or IoT Service Provider to evaluate their current billing processes as they look for new ways to stay lean while growing their organization.

Before any sales demonstration, we like to hop on a 30 minute call (which calls a Needs Assessment) to help answer these questions. Once we’ve found the Business Issue, we try to focus on this piece for as long as possible.

Step 2: Identify the Problems and Effects to Showcase Value.

After you’ve uncovered the business issue, dig into the problem(s) surrounding it. Once you’ve identified the problem(s), drill into the specific details as much as possible and quantify the effects.

Some questions you could ask here are:

  • Do you have any projections for how [Business Issue] will [grow revenue, save time]?
  • What would happen if you had [Business Issue] in place today?
  • Is there anything about that process that you think could be improved?
  • How much time are you spending on [XYZ problem]?
    Where could you spend that time if you didn’t have to do that?
  • How many people are managing [XYZ problem] today?
  • What’s the average salary you’re paying someone in that department?

For our example, let’s say the business issue is that ABC Company wants to expand their service area. A common problem with this would be a very manual billing process and lack of bandwidth to add new accounts (effect). We’ve found that many Communications billing systems are not set up to scale as companies grow.

Listen closely, because the prospect’s responses point to the effects of their productivity and bottom line. Review the prospect’s responses to Identify Value in the form of Dominant Buying Motives (DBMs). A DBM is any area of special concern or interest to the prospect that can be addressed with your services. DBMs will vary from prospect to prospect.

In the billing industry, BDMs might be:

  • Billing accuracy
  • Time spent managing billing and customer information
  • Tax audit readiness
  • Increasing employee productivity
  • Providing customers with a better experience
  • Managing the collections process

Step 3: Agree on the Need.

This is a crucial step for any B2B sales strategy. Simply telling a prospect that they have a need is not an effective sales technique. You must secure agreement from the prospect A) sees the need and B) understands the value of a solution. Tie down questions are a valuable way to secure agreement from your prospect. They will prompt your prospect to either agree or state an objection. Using tie downs allow the salesperson to achieve small wins leading up to the sale; but be careful not to over-use tie downs – it can annoy your prospect.

Here are some examples of tie downs:

  • Wouldn’t you?
  • Isn’t it?
  • Don’t you?
  • Shouldn’t you?

“If I could show you how to [insert solution], that would be of interest [tie down]?”

If you remember in our example above, ABC Company is looking to expand their service area but they’re struggling with a manual billing process. Typically, we find that automating usage rating through’s native integration to all the major carriers and switches eliminates manual processes.

Step 4: Learn the Power Players.

Before continuing the sales process, you’ll want to confirm that you’re working with the right people for your CSP services. It is critical for communication service providers to distinguish between the decision makers and influencers contributing to the buying decision. A decision maker is the person that can sign the paperwork for the business, while an influencer can persuade the decision.

Questions to ask to confirm these roles:

  • Is there anyone else we should invite to the meeting?
  • Are there other stakeholders that will be part of the buying process?
  • Will you be signing the paperwork if we come to an agreement?

Step 5: Outline the Solutions and Plan.

Construct an onboarding plan as a reverse timeline based on when the prospect would like to go-live with your services. From there, back up the time to implement and train a new customer; this will be the close date for the sales deal. Once you have that date, outline the sales cycle steps to the beginning of the sale and present this to your prospect. This will help create a sense of urgency.

An example of a question to ask here would be:

  • Assuming we’re able to address your needs, when would you like to begin using [your company’s services]?

Ultimately, is more than just a technology vendor for your UCaaS platform. We are here to act as your partner in your overall business growth. If your goal is growth, contact to see how we can help you reach your goals.

Want Revenue Growth? Don’t Overlook This Critical Tactic

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As companies look to grow their business, they often invest resources into sales teams, new product offerings, and client success. While these are excellent tactics to incorporate into your overall strategy, focusing solely on these business drivers is a mistake. Without an engine generating demand, your investment will have little return.

Enter Marketing: Your Secret Weapon for Revenue Growth

When your goal is to grow revenue, you should invest resources into your marketing first. This often overlooked team can make a major impact on demand generation. The best part? There are many low-cost Marketing efforts – such as targeted email campaigns, fresh blog content, and SEO campaigns – that your team can leverage now to boost inbound leads.

Use Targeted Email Campaigns and Educational Content to Nurture Existing Leads

Whether you’re providing Wireless, Wireline, VoIP, data, or IoT services, it’s important to remember that your customers buy on their timeline, not yours. That being said, you don’t want prospects for your VOIP billing software going cold in the meantime. Your marketing investments will help keep these prospects warm and engaged, until they’re ready to evaluate your services.

One of the best way to nurture prospects in your database is through targeted email campaigns. No, this doesn’t mean blasting your potential customer list with tons of spam. Instead, share articles, one-pagers, and ebooks that would be of interest to your buyer. Leverage your valuable thought leadership as downloadable content to share with your prospect for free,.This will keep leads engaged, build trust, and helps your prospects improve their businesses. Lastly, if you haven’t already, consider a marketing automation tool to maximize your email efforts, allow for segmentation by lists, and track program performance. You don’t have to invest tons of money – there are several free versions out there!

Welcome Prospects with Strategic Blog Posts

What typically comes to mind when you think about marketing investments? Events, collateral, email programs, press releases, and website presence are among the most commonly used tactics. While blogging has gained traction in many industries, the communications space seems to be lagging behind, representing a huge opportunity for businesses to get ahead of their competition.

Before you begin a blogging strategy, make a list of top keywords. These words and phrases should be directly associated to your company or services. (Hint: consider how your target customers typically search for your product or services online). Before you start writing, remember the ultimate goal. Your blog posts should aim to invite your prospects in, build trust, and establish your business as an expert in the industry. If you are struggling to come up with strategic topics, brainstorm a list of common questions from clients and prospects then answer these questions in an in-depth (yet digestible) blog post.

Optimizing SEO through Social Media

Now that you have your downloadable thought leadership content, educational blog posts, and list of keywords in place, it’s time to make marketing investments in your social channels. It’s time to face the music – Twitter, LinkedIn, and Facebook are not just for millennials anymore. Companies that out-perform their competition are building their brand awareness through these mediums. Don’t think that social media outlets have a strong ROI? You’re wrong. These popular social media platforms can drastically boost your SEO. By linking Twitter, LinkedIn, and Facebook posts back to your website, you can improve your search engine ranking and ultimately drive revenue growth.

With 70% of sales happening before the prospect reaches out to your business, it’s more important than ever to be on the first page of their Google search. Social channels are a fantastic way to build your brand personality, attract new buyers to your website, and improve SEO.

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4 Tips to Save Time & Reduce Operating Expense

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Are back-end processes hindering your growth?

Outdated technologies and cumbersome workflows may have a bigger influence on your organization’s ROI thank you think.

One of the most expensive back-end mistakes? Wasting your employees’ time. According to a recent study, employees have become one of the biggest operating expenses for small and large businesses. With employee salaries and benefits significantly impacting your bottom line, investing in an efficient back office solution is in order. Whether you’re rolling out a new offering, launching new sales initiatives, or are simply tired of throwing people at your back-office problems, it’s time to evaluate new solutions.

Here are four tips to reduce operating costs and save time:

Invest In a One-Stop-Shop for your Back-Office Needs

Fragmented systems are plaguing your business. If you are using multiple applications to manage your operations, it’s time to think about a switching to a full, quote-to-cash solution. Rather than spreading your resources into silos, look for an all-in-one solution for generating quotes, activating new orders, billing, customer management, support, taxation, and reporting.

Utilize Integrations to Eliminate Manual Processes

We know your time is precious, that’s why we’ve built integrations that can help you save time on manual processes. For example,’s electronic provisioning and Sync for the Broadworks product suite, gives mutual clients a unified customer experience and saves time. Our connected platforms simplify provisioning and activation so you can enjoy shorter time-to-market for new orders, avoid revenue leakage, and improve customer satisfaction. In addition, our NetXUsa integration makes the process even smoother! Watch how it works, here.

Take Advantage of a Self-Service Portal for Customers

Wouldn’t it be great if your customers had a way to view billing and usage details, make payments, submit trouble tickets, and view statement and payment history? We have good news for you! Our integrated, customer-facing portal gives clients the technology to create a world-class user experience. The best part? The self-service portal will save your team time by reducing the number of support calls.

Manage your Agent Channel with Ease

Adopting an indirect sales team can be a huge revenue driver for your business. That being said, it can also create challenges for your billing and financial staff.’s Agent Portal can help, offering commissions and account management from one, easy-to-use platform. Your agents will enjoy the visibility into customer details and your staff will thank you, too!

Interested to see how’s all-in-one solution can help transform your back-office and, ultimately, your bottom line? Schedule a demo or contact today.

How to Convince Your Boss to Attend the Client Summit

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Interested in attending our annual Client Summit, but need to convince your boss? 

Registration is live for’s 4th Annual Client Summit! We look forward to these three days each year, and it’s less than 100 days away! Are you ready to save your spot for the event? Or does your boss need some persuading to agree to send you to our Client Summit? The 2016 Summit recap video wasn’t enough? Are the sessions, platform training, and networking events worth the flight and time away from the office? The answer is yes.

We’re here to help you prepare for that conversation to convince your boss.

1.’s Client Summit will improve our ROI

Attending the Client Summit can help you maximize your experience and improve your billing processes – directly impacting ROI. We’re going to be discussing best practices for avoiding revenue leakage, improving agent relationships, and streamlining workflows and reducing manual errors through process automation.

2. There are training sessions for increasing productivity

Companies looking to grow revenue are often dealing with the same challenges – bandwidth. At, we want to help you do more with less. That’s why we’ll be showcasing new integrations and features to make your team more efficient and effective. What would you do with those extra hours back in your day?

3. Multiple networking opportunities each day

One of the best perks of our annual Client Summit are the opportunities to learn from other Clients. From intimate panel discussions discussing growth strategies to evening events, our Summit is designed to help you build relationships and leverage the community.

4. Connect with other vendors in the ecosystem

In addition to the team and clients, the event will be sponsored by a dozen (or more) partners in the Communications and IoT ecosystem. Whether you’re still building your business, adding a new offering, or an established brand in the market, connecting with leading carriers, switches, and compliance organizations will bring value to your business.

How Better Billing Can Help Your Customer Retention Strategy

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You have an excellent product that stands apart in your market. Conversion metrics are looking good and your business clearly has a solid handle on turning leads into paying customers. But once you win those customers, are you doing a good job of keeping them around?

Enter customer retention.

Customer retention refers to the actions a company takes to reduce the number of customer defections. It begins the moment a customer interacts with a company and continues throughout the lifetime of the relationship. Every service, product and interaction accumulates to determine the status of the relationship.

While customer retention is a critical metric for any business endeavor, it is especially important for subscription businesses relying on recurring revenue. Retaining the customer base you already have promotes sustainable growth. In fact, some say that customer retention is even more beneficial to a company’s financial health than new business.

Thanks to ever-evolving technology, rising customer expectations, and easy access to other options, maintaining customers is more challenging than ever and requires an all-encompassing, strategic approach.

Proof is in the numbers.

According to research from Harvard Business School, increasing customer retention rates by 5% increases profits by 25% – 95%. Managed properly, that is a huge return on investment. Finally, the likelihood of converting an existing customer into a repeat customer is 60% – 70%, while the probability of converting a new lead is 5% – 20%, at best. Whether you’re looking to grow your customer base by winning new deals or add new offerings to your existing portfolio, effective client retention strategies are just as important as these new initiatives.

In response to these glaring statistics, providing a more personalized and seamless user experience is the new approach that many Communications and Technology service providers are adopting. By combining billing, agile reporting, customized support, and a self-service customer portal, we’re creating a toolkit to provide your base with a better customer experience. Our sophisticated, quote-to-cash subscription billing software is helping businesses, like yours, grow by more than double the industry average by improving customer service, reducing churn, and increasing retention.

Why better billing should matter to you.

When you’re working hard to retain customers, but still noticing a gap in your revenue, there’s a good chance that revenue leakage is the problem. By overlooking or missing monthly recurring payments, you are creating involuntary churn – ouch.

With a strategic billing partner, you can make decisions with confidence, reduce errors, and manage customers, devices, and payments. can help you provide a simplified onboarding experience, improve customer support, and reduce churn. We enable solutions providers to bill for any recurring, metered, or one-time service.

Whether you’re losing a customer to a competitor, or simply lack the customer service necessary to maintain happy customers, our subscription billing platform can help. Streamline and automate the entire customer experience with To learn more, schedule a demo or contact today.’s Enterprise Portal: Your Ticket to Bigger Business

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What makes enterprise customers happy?

If you are managing multi-location customers, you know the above is a million dollar question. The answer, in our opinion, is enhancing users’ experience through a seamless system. That’s why we developed’s Enterprise Portal, making it easier than ever to provide enterprise customers with an optimal user experience.

The needs of a multi-location customer are vastly different than smaller customers, and our telecom billing management portal can be customized to fit unique goals. With around-the-clock visibility into all account details, you’ll empower enterprise customers to take control of their own accounts while providing total clarity and transparency with our UCaaS solution. Your customers will love the self-service capabilities for requesting new orders, creating reports, and adding new locations.

You’ll enjoy the power to manage relationship hierarchies (whether it’s parent-to-child or cousin-to-cousin) while leveraging usage reporting, request for new orders, and support tickets. Your one portal away from providing your complex customers with an optimal user experience. You can read more about’s Enterprise Portal here.

“ has helped us grow tremendously. Since implementing the Enterprise Customer Portal, our revenues have nearly doubled – truly helping us crack the enterprise space.”

– Ross, President and CEO of Spectrotel

Ready to win and retain more enterprise business?

If you’re a current user, you can enable this feature at any time. Just contact us with your request. If you’re not a current client and would like to see the Enterprise Portal in action, fill out the form below. We’d love to show you what the Enterprise Portal could do for your business.

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Introducing’s Newest Team Members

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“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.”

– Jeff Bezos, CEO at

We recognize that life and business is all about give and take. As we continue to push ourselves to deliver the best back-office billing software in the world, we’ve noticed a beautiful trend starting to take shape. The more we empower our customers to reach and surpass their goals, the more customers we acquire. To keep up with this growing client roster, we’ve grown our team substantially this year.

We wanted to introduce some of our newest team members to you:


Adrian Simonis, Software Engineer



Tara Hazle, Development Project Manager


Selma Dzaferovic, Implementation Project Manager


How did you find out about the job opening at
“Geneva reached out to me on LinkedIn regarding the open PM position – we had worked together previously in Atlanta.”

What was your first impression of after you first interview?
“That this was a rewarding company to work for. The ACT TOP values covered in the interview as well as speaking with Geneva and Petty helped me see that the company not only stands by their values, but actively strives to cultivate a culture that is beneficial for both employees and clients.

How do you like working here so far?
“I truly enjoy working here. Or, as I like to say, I am one of the few lucky people who wake up in the morning and look forward to coming into work! The team here works hard, but also plays hard. They have been so supportive during the ramp-up period. Even during our busiest times, everyone tries to help and looks out for one another.”

Any final thoughts, comments, stories you would like to add?
“When you are a part of, whether you are a client or an employee, you are truly part of a family. You can feel that support everywhere.”

Jonathan Williams, IT Billing and Migration Engineer


How did you find out about the job opening at
“I worked with a couple of recruitment agents to look for opportunities in Metro Atlanta. It was my first time looking for employment in the US.”

What was your first impression of after you first interview?
“Everyone I met from the moment I walked into the office for interview were very welcoming. I got the sense of a team wanting to deliver a quality product and service to their clients while also supporting each other.”

How do you like working here so far?
“It’s my first experience working for a small business. It’s great to see how all the different job roles and functions interact and support delivery. I feel there’s a real opportunity to make a difference. There’s lots of opportunities to learn and to be actively involved in the company’s evolution.”

Any final thoughts, comments, stories you would like to add?
“So far, every day brings fresh challenges and something new to get involved with, which makes it an exciting place to be.”


Katie Evans, Account Manager


Will Steiner, Account Manager


Dong Yan, Software Support Engineer


Itsoya Abebe, Software Support Engineer



Nadia Rahman, Marketing Intern


Brendan Thomas, Sales Development Representative


Matt Querze, Senior Sales Account Executive


John Lung’aho, Sales Development Representative

How did you find out about the job opening at

“A recruiter on LinkedIn contacted me about the opening.”

What was your first impression of after you first interview?
“The office culture was the first thing that stood out to me. I left the interview feeling comfortable about working at”

How do you like working here so far?
“I love it. When it is time to work hard we work hard, and when it is time to have fun we have fun. I think we have found the healthy balance of work and play at The Sales and Marketing team is great. I think we work well together. Evan, Ryan, Nathan, and Olivia have been very helpful to me.”

Any final thoughts, comments, stories you would like to add?
“Just happy for the opportunity I have to work at a fast-growing company.”

Want to learn more about who we are or what we do? We are here to help you grow. Please feel free to reach out with any comments or questions.

Top 7 Softwares Every Recurring Revenue Business Needs

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For the recurring revenue business owner, the notion of managing hundreds to thousands of customers isn’t a pipe dream – it’s an everyday reality.

While running a subscription business model can offer powerful predictability, customer management can quickly become a nightmare without visibility and optimization. Luckily, there are some incredible softwares on the market to help recurring revenue businesses like yours evolve from reactive to proactive in the customer management department.

Here are seven powerful online tools to help you connect the dots in the recurring revenue business ecosystem:


Customer experience top of mind? It should be. 88% of customers prefer doing business with a company that offers quality customer service over a company that has the latest and most innovative products. Zendesk builds software to help businesses like yours achieve better relationships with customers. Most recurring revenue businesses have to sift through massive amounts of customer data – this software helps you make sense of it all.


‘Who are my most valuable customers?’ ‘Which campaigns are bringing in the most revenue?’ ‘Which features do our customers value most?’ ‘What’s causing our customers to cancel services?’ These are all questions recurring revenue business owners ponder on a daily basis, and Kissmetrics provides the answers with valuable behavioral data. The platform is easy to use and will help you cut churn and increase upgrades.


Want to dive deeper into your customer experience? Fullstory can provide all the information you need to stay proactive. Their software helps tell the story of your customer journey by capturing every click, scroll, page transition, and more. You’ll be able to travel back in time to witness the exact moment a web user experienced friction in the buying journey. We appreciate the intuitive design and Atlanta-based address of this recurring revenue management platform.


Navigating the product development process alone can be a long and lonely road. Mixpanel helps with this. Coining themselves as “the only product analytics platform that lets everyone in your organization deeply understand each user journey,” their software performs complex behavioral analysis and delivers actionable insights in seconds. We appreciate their 99.99% uptime.


For all of our communications nerds out there, Twilio is a dream come true. Their cloud communications platform helps businesses build apps to communicate with…well…anyone in the world. They take care of the infrastructure so businesses can easily add messaging, voice and video to your web and mobile applications. Brilliant.


Recurring revenue business will be hard pressed to experience substantial growth without investing in a powerful CRM. Salesforce’s complete cloud-based suite of business applications grow with your business and offer some incredible perks – including a powerful community of experts committed to helping you grow. Salesforce helps recurring revenue businesses close more deals and connect with customers in a personal and powerful way.


Global leaders in cloud communications, team collaboration and contact center solutions, we’re proud to feature Broadsoft  in our integrated billing solutions. As a unified communication software, Broadsoft offers businesses a comprehensive, mobile-integrated and open communication suite to make communication and collaboration easier.

Bonus round! So, we’ve filled you in on the top seven softwares you need to create a well-rounded recurring revenue ecosystem, but there’s one more we can’t help but include on the list. helps you turn subscribers into lifelong customers by helping you optimize your revenue models and billing capabilities. If you’re interested in seeing how our telecom billing platform manage less and win more, request a demo today.

While specific software adoption is completely dependent on your business model, these tools are helpful for most recurring revenue businesses. See any that we missed? Leave us a comment below!

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