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Switching to a new financial system is often seen as a step forward: to modernise, centralise and improve efficiency. But if the migration is poorly managed, the consequences become immediately visible, and often tangible to customers. Incorrect direct debits, missing invoices, unclear communication and an overloaded customer service desk: the perfect storm when billing processes falter.
Billing issues are never just technical
What seems like a technical migration on paper is, in practice, often a stress test for the customer relationship. An incorrect direct debit or a missing final invoice directly affects the customer’s wallet. The reaction is predictable: frustration, complaints and reputational damage. The helpdesk is overwhelmed, and customer trust evaporates rapidly.
Especially in sectors with high invoice volumes (such as energy, telecoms or insurance) a single error can impact tens of thousands of customers. One incorrect parameter in the pricing model? Widespread overbilling or underbilling. A mistake in the link to the collections module? Unjustified reminders or even debt collection agencies. A system issue quickly becomes a customer issue.
Why billing is the Achilles’ heel of system migrations
Many organisations underestimate the true complexity of billing. Particularly when multiple data sources, pricing models, subscription types and customer groups are involved. The invoice is where everything converges: order data, customer agreements, pricing, usage and communication. If anything goes wrong at that point, the customer notices immediately.
A successful system migration is more than an IT project. It requires deep functional knowledge of the billing process, along with insight into the dependencies across the entire order-to-cash chain.
Four insights to prevent billing failures during system migrations
Migrating to a new financial system is complex and potentially high-risk. It’s often during the transition from old to new that weak spots in processes and systems are exposed. These four insights, drawn from failed migrations, show what to watch for and how to avoid costly mistakes:
- Lack of oversight leads to unseen errors
Many system migrations lack central oversight. Teams work in silos, requirements are fragmented and no one has a full view of the billing process. The result: what works technically at detail level still produces incorrect or incomplete invoices. And when invoices are wrong, customer trust quickly disappears. - Integration is essential
If systems for customer management, contracts, subscriptions, usage, pricing, invoicing and collections aren’t seamlessly aligned, errors multiply rapidly. A missing connection or incorrect data mapping can lead to structural mistakes in outbound invoices. - Customer-friendly collections start with accurate invoicing
A reminder or payment request can only be customer-friendly if the underlying invoice is correct. If it isn’t, the tone of the customer interaction shifts instantly. The risk? Increased pressure on your service desk, growing complaint volumes and damage to customer relationships. - Transparency prevents escalation
A customer who doesn’t understand what they’re being charged (or why), will lose trust faster than you can rebuild it. Provide clear, verifiable invoices and communicate proactively in case of delays or deviations. That’s how you avoid escalations and public complaints.
How FIQAS makes system migrations succeed
FIQAS helps organisations migrate complex order-to-cash processes into automated, customer-centric workflows. Our years of experience with large-scale system migrations allow us to minimise risk and ensure accurate, reliable billing.
Our Abillity® platform ensures that data flows are seamlessly and correctly integrated into a reliable, verifiable and customer-friendly billing process. No custom code. No black box. Just a robust foundation for stable invoicing.
Control over your billing process in four steps:
- Transformation: We convert data from multiple systems into usable, validated information in a controlled and intelligent way
- Rating: Abillity® applies complex pricing structures automatically, with no need for custom code or manual adjustments.
- Billing: Clear, correct invoices sent automatically and on time. So your customer always knows where they stand.
- Collection: Payments can be made in a way that suits the customer: friendly where possible, firm where needed, but always with a human touch.
Ready for a smooth migration?
Planning to switch platforms or improve your current billing process? Start with the foundation: ensure your invoicing is under control before you go live. Because when you lose control there, you risk losing customers.
