Next Telecom, part of Comms Group Limited (ASX: CCG), has grown significantly through acquisition and now operates four domestic telecommunications brands. That growth created complexity across multiple billing teams, disconnected processes and five separate billing platforms.
After reviewing the vendors supporting its existing systems, the management team identified an opportunity to simplify operations, improve customer experience and create a more scalable foundation for future growth. Active Billing was selected as the partner to deliver the consolidation.
“We knew it was going to be a significant challenge with multiple moving parts, but we also knew we had chosen the right partner. Active Billing set out a clear project plan, helped document dependencies and kept everything moving.”
Five platforms, one opportunity
As the business expanded, it inherited multiple billing systems, workflows and credit-management processes. Customer service teams often handled billing enquiries differently depending on the brand, creating inconsistency for both customers and staff.
Reporting required manual effort across five separate systems, while credit-management processes were too fragmented to integrate with other business systems.
The goal was clear: consolidate onto a single platform, standardise processes, improve productivity and deliver a consistent customer experience.
“It’s a big change. It’s complex, and there’s risk. People are naturally hesitant about approaching that.”
Why Active Billing?
The business evaluated the platforms already in use and concluded that Active Billing offered the strongest combination of technology, expertise and ongoing operational support.
A key priority was creating a consistent billing experience across all brands. Customer-facing teams wanted to resolve more enquiries on the first call, reduce hand-offs between departments and simplify billing processes for both staff and customers.
“Active Billing basically gives you a Billing Manager built into your monthly fees, with proven systems and everything else that comes with them.”
Nine months. Five platforms. One billing partner.
Consolidating five billing platforms into one was a significant undertaking, particularly across multiple brands with complex bundled products and processes.
Working closely together, the teams completed the migration in nine months.
Regular project reviews, responsive support and strong collaboration kept the project on track and ensured challenges were resolved quickly.
“I could reach out at any time and get a response. I was never left waiting to move forward on things that mattered.”
The results
The impact was immediate.
Teams gained the efficiency of working within a single integrated platform instead of navigating five separate systems. Billing processes became more consistent, ownership became clearer and staff could focus more on customers.
Reporting that once required combining data from multiple systems is now available in a single click, giving leadership and finance teams faster access to accurate information for analysis and forecasting.
Credit management has also been transformed through automated workflows integrated with the company’s ticketing platform. This has reduced manual effort, improved consistency and supported higher rates of on-time payment.
One outcome stood out above the rest: a sharp reduction in billing enquiries.
With a single platform, standardised processes and better visibility, billing accuracy improved significantly, helping create a smoother customer experience.
“We have such a low rate of billing enquiries. It’s because it’s easy to use, and because the team only needs to know one process, they bill things correctly.”
Looking ahead
With the consolidation complete, the focus has shifted to deeper automation, stronger integration and further operational efficiencies.
Reflecting on the partnership, the team values Active Billing’s consistency, responsiveness and commitment to delivering on its promises.
“They’re a constant. No surprises. If something gets promised, it gets done. And if there’s an issue, they own it and resolve it quickly. It’s all about the relationship.”
About Next Telecom
Next Telecom is an Australian telecommunications provider delivering voice, data, and connectivity solutions to businesses across the country. With a focus on seamless service at scale, the company has grown significantly through acquisition and continues to expand its capabilities and customer base.
Learn more at nexttelecom.com.au.
