Customer Service Management for Aria Billing Studio
Overview
The integration of ServiceNow with Aria Billing Studio for CSM enhances the customer service experience by providing CSRs with the ability to manage billing-related inquiries directly from ServiceNow. This integration allows for a seamless flow of information, reducing the need for CSRs to swivel between systems for order capture, fulfillment, billing, and servicing. The solution is designed to improve operational efficiency and customer satisfaction by offering comprehensive access to billing data and management capability.
As ServiceNow's Billing Partner, we empower ServiceNow customers across all industries with seamless automated subscription and usage billing, along with efficient billing inquiry management.
CSM Extension
The published extension app covers Billing Inquiry and Care and is aligned with the ServiceNow Customer Service Management (“CSM”) module. The extension provides support for the following account-related activities:
- Updating an account's status.
- Viewing detailed information on an account's subscriptions / subscription add-ons.
- Updating a subscription's status.
- Creating and managing the assignment of account and/or subscription level discount coupons.
- Creating and managing an account's contract(s).
- Viewing detailed information on invoices and seeing exactly what the customer sees on their statement.
- Viewing and managing payments and payment information.
- Viewing an account's payment methods, making payments, and managing parent-child account payment responsibility.
- Creating and managing dispute holds and write-offs on invoices.
- Creating and managing cash and service credits.
- Creating and managing refunds on payments.
- Managing an account's Billing and Dunning groups.
- The ability to deep link into Aria to perform account management activities not yet available in ServiceNow.
- Viewing and analyzing service usage to make appropriate recommendations and changes.
- Direct access to the Aria Customer Care Portal (CCP).
- The ability to impersonate the contact/customer and see what the customer sees and raise billing issues and cases.
- Managing and Servicing Accounts in Aria Billing Studio for ServiceNow
- Accessing the Aria Billing Studio via ServiceNow
- Link an Existing Aria Account to a New ServiceNow Account in the Aria Billing Studio
- Accessing an Aria Billing Account
- Main Account Screen
- Basic Navigation and Sorting
- Working with an Account's Master and Supplemental Plan Subscriptions
- Working with an Account's Payment Methods
- Working with Child Aria Accounts
- Working with an Account's Billing Groups & Dunning Groups