Outsource Account Management and Billing Support

Internet Domain Name Registry Services

 

Background:

Register.com and partners are planing to operate a new Internet Domain Name service [JV] under the auspices of ICANN.

 

The JV is considering outsourcing its Account Management and Billing Support functions. The JV will interface with a small number of Clients (50-150).These Clients will perform their own customer service and billing with their individual customers.

 

The first year transactions are projected at 1-3.5 million.All transactions and billing will be automated.It is anticipated that the major Account Management and Billing issues will be as follows:

 

††††††††††††††† Account Management:

††††††††††††††† ††††††††††††††† Explanation of JV policies and procedures

Research transaction history and determine appropriate response from pre-defined solutions

††††††††††††††† ††††††††††††††† Occasional manual correction of errors or omissions

††††††††††††††† ††††††††††††††† Escalation of unusual situations to Technology

††††††††††††††† ††††††††††††††† Follow-up and tracking of Client Inquiries

††††††††††††††† ††††††††††††††† Reporting and Analysis of Client Inquiry patterns

††††††††††††††††††††††††††††††† Pro-active management of Clients to ensure the JVís services are understood and utilized.

 

††††††††††††††† Billing

††††††††††††††† ††††††††††††††† Explanation and clarification of monthly invoices if questioned by Clients

Research transaction history and determine appropriate response from pre-defined solutions

††††††††††††††† ††††††††††††††† Billing adjustments and justification when required

Tracking of Client billing and account level

Invoicing.

 

The Account Management function will most often interface to the Clientís Marketing orCustomer Service department.Problems and processing issues will be communicated by the Clientíss operation to the JVís Account Management team.Generally, each Client will have an Account Representative assigned to service that account.Each Account Representative will have multiple Clients to manage.

 

Scope of Service

 

The JV anticipates the following staffing requirements for the Account Management and Billing functions.

 

††††††††††††††††††††††††††††††† ††††††††††††††† Manager††††††††††††††† ††††††††††††††† Account Representative†††† ††††††††††††††† Billing Representative††††

Pre-Start-up (60 days)††††† †† 1†††††††††† ††††††††††††††† ††††††††††††††† 1††††††††††††† ††††††††††††††††††††††††††††††† ††† ††††††††††††††† 1

Quarter 1††††††††††††† ††††††††††††††† ††1†††††††††† ††††††††††††††† ††††††††††††††† 3††††††††††††† ††††††††††††††††††††††††††††††† ††††††††††††††† 1†††††††††††††

Quarter†† 2††††††††††††† ††††††††††††††† †† 1†††††††††† ††††††††††††††† ††††††††††††††† 5††††††††††††† ††††††††††††††††††††††††††††††† ††††††††††††††† 2

Quarter†† 3††††††††††††† ††††††††††††††† †† 1†††††††††† ††††††††††††††† ††††††††††††††† 8††††††††††††† ††††††††††††††††††††††††††††††† ††††††††††††††† 3

Quarter 4††††††††††††† ††††††††††††††† †† 1†††††††††† ††††††††††††††† ††††††††††††††† 8††††††††††††† ††††††††††††††††††††††††††††††† ††††††††††††††† 3

 

Second Year growth is projected at 40-60%

 

The vendor will need to provide start-up services to assistin the definitionof Account Management and Billing Support procedures for the new JV.Register.com will provide guidance but the vendor will be required to have defined a full function support operation before the launch of theJV service.

 


Personnel Qualifications will reflect the need for experienced and adaptive account management personnel who can function in a start-up operation.

 

††††††††††††††† Manager:

††††††††††††††† 5+ years of leadership in Account Management

Experienced in the start-up and implementation of Account Management or Customer Service operations

††††††††††††††† ††††††††††††††† College degree

 

††††††††††††††† Account Representative††††

††††††††††††††† ††††††††††††††† 2+ years in Account Management or Customer Service

††††††††††††††† ††††††††††††††† Excellent correspondence skills

††††††††††††††† ††††††††††††††† Familiarity with Internet Domain Name industry or uses

††††††††††††††† ††††††††††††††† College Degree

†††††††††††††††

Billing Representative††††

††††††††††††††† ††††††††††††††† 2+ years in Billing Support or Customer Service

††††††††††††††† ††††††††††††††† Excellent correspondence skills

††††††††††††††† ††††††††††††††† 2+ years of College ††††††††††††

 

Training and Retention;

The vendor will develop and deliver the training required to ensure that the staff is competent and can meet performance standards.It is expected that the turnover of staff will be less that 10% per year.

 

Hours of Operation;

It is anticipated that covergae will be 24x7 London time.The off hours and weekned coverage can be a Help Desk function that willrecord problems and if needed escalate emergencies.If the vendor can not support 24x7 coverage, please note that limitation.

 

Location:

An United Kingdom location for this operation is preferred.

 

Technology and Support:

The vendor will have access to the JVís application via the Internet.The vendor will be required to deploy a Contact Management application that is capable of recording and organizing the inquiries handled by the Account Representatives and the Billing Representatives. The Contact Management applicationdoes not need to interface to the JVís applications.The purpose is to track inquiries and their resolutions.

 

Future Expansion:

It is anticipated that the volume of transactions will grow substantially. However the number of Account Management and Billing personnel will grow at a much slower rate then the overall business.The volume will increase over time but the number of interface points or Clients will not increase substantially.

 

There may be future business opportunities to support additional JVís and other work that will be developed by Register.com.

 

Pricing and Incentives

 

The vendor should provide pricing in the following format:

Start-up Expenses

††††††††††††††† The type of personnel required and the daily rates.An estimated amount of time required to define the procedures for account management and billing support.

 

On-going Expenses

††††††††††††††† The Monthly Rate for the projectís Manager

††††††††††††††† The Hourly Rate for the Account Representatives.

††††††††††††††† The Hourly Rate for the Billing Representatives

 

A performance incentive based on Clientís Satisfaction and Operational Productivity will be developed with the vendor and the JV service.