Zen Internet
Discover how Elevate IQ transformed billing for Zen Internet
Zen Internet, renowned for its commitment to fairness, transparency, and outstanding customer service, has long been a disruptor in the UK telecom landscape. As one of the few providers to consistently earn Which? Recommended Broadband status, Zen’s growth—driven by both retail and wholesale services—demanded a billing platform capable of handling complex usage-based models, multi-brand scalability, and real-time agility. Faced with legacy systems that couldn’t keep pace with their evolving needs, Zen turned to Elevate IQ to modernise their billing infrastructure, streamline operations, and future-proof their monetisation strategy.
Business Objectives
Zen Internet needed a future-proof billing platform to support its rapidly growing wholesale and retail arms as well as its ambitious vision of creating a fully integrated, scalable ecosystem for both retail and wholesale services. Key objectives included:
Pain
points
01
Unifying billing operations across retail broadband, VoIP, wholesale and cloud services to eliminate silos and inefficiencies.
02
03
Supporting an ambitious roadmap with a flexible platform capable of adapting to evolving technologies and a fast-moving market.
04
Maintaining its industry-leading transparency to uphold Zen’s reputation for fairness and compliance.
“Elevate IQ has brought strategic advantages to Zen. We need to move quickly to stay ahead, so it is essential to have a platform like Elevate and a reliable partner like Strategic Imperatives to support this.”
Andrea Warburton
Senior Business Analyst
Our Solution
To address Zen’s need for a unified, future-proof billing platform, Elevate IQ delivered a cloud-native, API-first solution designed to scale with their retail and wholesale ambitions.
By replacing legacy systems with a real-time billing engine, Elevate IQ automated Zen’s most complex processes from usage-based rating for VoIP and broadband to multi-tier partner settlements
The platform’s wholesale-ready capabilities provided Zen with granular control and flexible pricing models, enabling streamlined onboarding of new partners and services. Critically, Elevate IQ integrated retail and wholesale usage billing into a single ecosystem, breaking down data silos and enabling Zen to bundle services, optimise pricing, and gain cross-portfolio visibility.
The Results
Significantly reduced billing related enquiries
Automation of the billing process with 28 bill runs per month
Automation of direct debit collection and management
Full integration with our BSS/OSS stack including CRM, ticketing & provisioning
Realtime customer balance and credit management
The ability to rapidly roll out new price plans, products and promotions
Support for instant bank payments and payment plans
AW
Andrea Warburton
Senior Business Analyst
“We were using a bespoke in-house system which required manual processing and maintenance. This was very time consuming and, therefore, not scalable for supporting our growing business.
Revenue assurance was sometimes patchy, and gaps in our processes meant that some revenue was disappearing into a black hole. It immediately identified revenue leakage, so we had an instant return on investment. Elevate IQ has allowed us to streamline our processes, and its real-time analytics put control back in the hands of our team.”
CP
Chris Platt
Head of Systems development
“Zen is growing fast. So, it’s important that our billing system is a fully integrated and best-of-breed platform. One of the key business advantages Strategic Imperatives have created with Elevate IQ is its ability to integrate seamlessly with other systems like order management and CRM.
It was important to us that our transition to Elevate IQ didn’t impact our customers or staff. Strategic Imperatives’ onboarding team took full ownership of the migration and ensured a seamless rollout across our business.
And because Elevate IQ is cloud-based, we don’t have to concern ourselves with updates and maintenance, freeing our team to focus on our own product development and business. Of course, we have security accreditations to maintain, so the platforms we use have to meet those standards.
Additionally, Elevate IQ offers real-time data analysis, which brings a degree of insight into our business that we didn’t have before. The information allows us to identify trends and pre-empt customers’ needs with responsive services.”
AW
Andrea Warburton
Senior Business Analyst
“What surprised me most is how Elevate IQ has freed up resources in our business and allowed us to expand the range of products we offer. Previously, launching a mobile service would have been a massive undertaking, requiring us to build a whole new rating engine. With Elevate IQ, it’s just a simple configuration.
The features Strategic Imperatives continues to roll out in Elevate IQ are excellent, and we have become active contributors to their roadmap, particularly in areas like fraud alerting, cloud billing and analytics.
Elevate has brought many strategic advantages to Zen. Because of the company we are and the industry we are in, Zen has had to move quickly to stay ahead, so it is essential to have a platform like Elevate IQ – and a partner like Strategic Imperatives – that we know we can rely on.”
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