Built a new self-service billing interface integrated with Zuora to reduce support load and improve billing accuracy.
As we ventured into transaction based pricing model, the current architecture did not support users getting a detailed invoice for viewing transactions and billing support tickets made up 40% of total customer queries as clients had no visibility into their invoices or rate plans and required manual intervention.
Defined the requirements and led the product build for a self-service portal integrated with Zuora and Salesforce. Enabled clients to view invoices, update payment info, and generate reports.
Reduced billing-related tickets by 60%. Improved invoice accuracy and enabled support teams to focus on higher-value issues.
Empowering users through transparency and control is one of the best ways to improve retention and reduce churn.