Insurance Company

Challenge: The finance division of a large insurance agency was concerned that their call center monthly PRI voice charges seemed unusually high. The costs had been steadily increasing over the past few years. According to the client, the only recommendation provided by their carrier billing and sales team was to increase their call plan allotted minutes. The client required an assessment of their existing telecom service with a view towards installing a more cost-effective technology solution.

Approach: According to the client's staff and IT support personnel, the company had been forced to move due to a building fire several years ago. A deep dive into the carrier maintenance records, trouble tickets, and move orders showed several delays and attempts to deliver new service to the client. Our team realized that as a temporary solution, the carrier had placed a call forwarding scheme on the client’s main line; however, never removed it post-installation. As a result, the client had been charged for every incoming call for several years.

Result: Working with the carrier’s billing, maintenance, provisioning, and legal teams the usage issue was resolved and a settlement for overpayment was recovered for the client.