The Challenge – A significant reduction in telecommunication costs.
The customer (a large interstate car dealership) signed a telecom service provider contract through a local Telstra dealer for all their network services back in April 2020. However, the discounts promised were not appearing on the bills. In fact, several new connection fee charges for $24,000 began to appear on bills months after the contract was signed.
This was when they knew something was massively wrong. They decided to contact their Telstra dealer to make some inquiries about these issues. The Telstra Dealer soon realised the billing issues were quite complex and beyond their control. They did not have the skills or time to deal with these issues.
In order, to provide a better quality of service to their client, they sought out some professional help to understand and solve the customer issues.
Jensen IP Analysis were contacted to provide some information and assistance to the Telstra Dealer for their customer issues. As a telecommunication billing audit, Jensen IP Analysis was able to quickly identify the root cause of the issues. The contract promised had not been delivered as expected on the bills from April 2020 until July 2021. Jensen IP Analysis immediately sought out all relevant documents, lodged a dispute with Telstra and organised for contract discounts to be applied and backdated to April 2020.
This resulted in discounts being applied, immediately so that future bills were correct as well as a substantial credit of over $195,000 for past billing errors and mistakes. All of this took only a couple of months to complete and correct.
This made life so much easier for the Telstra dealer. It improved the relationship with the Car dealership and restored confidence in the Telstra Dealers’ systems and processes.
The review of services and bills not only picked up missing contact discounts we also found several old ADSL ( Asymmetric Digital Subscriber Line ) services that were required to be cancelled and backdated as well as duplicated charges for router products. All of which will be, removed from future bills with further credits applied and backdated.
We are currently recovering further charges on behalf of the customer. Is this common? Absolutely! At least 90% of our customers have this experience. Does this sound familiar? Then contact Jensen IPA.
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