Founded in 2007, One2Call provides leading Managed IT, Cyber Security, and telecom services to SMEs in South Yorkshire, supporting businesses with both fully outsourced solutions and in-house team support to drive digital transformation and growth.
The Challenge
One2Call recognized an opportunity to enhance their telecom billing processes, particularly in manually handling their monthly Call Detail Record (CDR) files.
“One of the main issues involved waiting for the monthly CDRs coming in and then processing these in a timely manner to meet our invoicing deadline,” explained Francesca Day, Finance Manager at One2Call.
This approach introduced extra steps in the invoicing process, adding complexity that slowed down operations and made meeting billing deadlines more challenging for One2Call.
Additionally, their invoices often included extensive usage details that could lead to confusion among customers.
“Before implementing Datagate, some invoices were extremely long with detailed usage information. Now, the portal replaces this, allowing customers to review details at their convenience,” said Francesca Day
Selecting Datagate
In search of a solution, One2Call sought a telecom billing system that could seamlessly integrate with their PSA, ConnectWise, while enhancing accuracy and efficiency in invoicing. Recommended by ConnectWise, Datagate emerged as the ideal choice, with its robust integration features, self-service capabilities, and a strong commitment to customer support.
Impact and Results
Leveraging the Datagate-ConnectWise integration significantly improved One2Call’s billing efficiency.
“Datagate has reduced our billing time from three days to less than one,” stated Francesca.
Automated daily processing of CDR files has streamlined workflows, enabling the team to focus on resolving exceptions rather than managing manual tasks, making the end-of-month billing process more manageable.
“Manual CDR file uploads have been eliminated. With the API integration, the files are captured daily now. Chasing and waiting for the CDR files to be released has been eliminated,” said Francesca.
Datagate’s ConnectWise integration has also simplified the workflow for both One2Call and their customers. By linking usage data directly to agreements within ConnectWise, One2Call can provide customers with greater visibility into their total invoice amounts and service details.
“Integration with ConnectWise has improved efficiency when transferring the monthly usage across to the billing platform. It gives us and our customers more visibility and clarity,” she says.
This enhanced clarity is further supported by a customer portal, which One2Call has started promoting via QR codes on invoices. While still in its early stages, the portal has received positive feedback from customers, who appreciate the ability to review their usage data at their convenience.
Future Outlook
Datagate has helped positioned One2Call to meet its long-term business goals, especially around invoicing accuracy.
“We are working towards eliminating any invoicing errors, allowing our customers to be confident that invoices are correct,” Francesca explained.
This improvement not only enhances customer trust but also aligns with One2Call’s commitment to delivering exceptional service and building long-term relationships.
