Invoicing Strategy Delivers High-Quality Connectivity for Tech-Savvy Clientele and Cost Savings for EarthLink

At the forefront of technology with an award-winning reputation for outstanding customer service, EarthLink wanted its customer invoicing processes to meet the same level of excellence.  As the nation’s next-generation Internet service provider, Atlanta-based EarthLink’s growing customer base necessitated a document outsourcing solution that could deliver savings and assure security of customer data. 

Earthlink’s previous customer invoicing provider had printed and distributed invoices from three separate centers, resulting in a disjointed approach that left the company concerned about regulatory compliance and the security of customer data.  Looking to make the transition to Extensible Markup Language (XML) invoicing, EarthLink sought a partner at forefront of document management technology that could lend their design and development expertise to this robust invoicing solution.

Quality Rules
Quality standards play an important role in customer perceptions of value and often influence their buying decisions.  As a quality-focused organization, EarthLink strives to establish relationships with companies that share its dedication to quality.  From production floor organization to compliance with federal regulations, EarthLink needed to be assured customer invoices would be delivered in a timely matter and that the confidentiality of customer information would not be compromised.

A Collaborative Effort 
Customer invoices, past-due notices and termination letters are vital customer communications that cannot miss a beat.  By following a well-defined project management process, EarthLink made a smooth transition to their sleek XML invoicing system.  EarthLink accounts receivables associates could remain focused on key job responsibilities as the invoicing project was developed. 

As Debbie Stilwell, senior manager of EarthLink’s accounts receivable stated, “Standard Register partners with me as a client to bring solutions to our organization.  Tasks and milestones to be completed were not only defined by SR, but driven by SR.”

Technology Streamlines the Process
Leveraging Standard Register’s data processing expertise, approximately 26,000 EarthLink customer invoices are now produced daily from a single, on-demand print center, with a greater focused placed on customer service, process efficiencies and value-added capabilities.

On a daily basis, EarthLink saves customer invoicing data to their internal database.  At the moment they invoice each day, an XML file is generated with customer billing information in its entirety.  The XML file structure simplifies the sharing of data across different systems connected via the Internet while simultaneously allowing EarthLink the flexibility to alter content in an efficient, affordable way.  With XML technology, EarthLink’s invoicing is a “touch-less” process that eliminates any need for manual data entry, thereby reducing errors.

Costs Reduced
At the same time, this highly efficient approach to invoicing has reduced EarthLink’s printing costs by 35%.

Increased Customer Awareness
With a selective inserting capability built into EarthLink’s billing solution, supplemental customer communication materials can be distributed simultaneously with each customer invoice, driving customer awareness of current offers that fit their needs. 

Multiplying Efficiencies
Based on this success, EarthLink also brought HELIO, their joint venture with SK Telecom, and its PeoplePC service into the equation.  HELIO was looking to implement sleek, state-of-the art invoicing technology similar to that of EarthLink. Standard Register now manages HELIO’s invoicing in addition to providing electronic document presentment as a value-added capability.  PeoplePC had similar invoice outsourcing needs to EarthLink’s.  Now, PeoplePC is enjoying those same efficiencies with Standard Register producing approximately 110,000 invoices monthly.

Keeping Pace with EarthLink’s Vision
From the team dynamics to established methodologies, professionalism and reduction in spending on print, every component of the relationship is focused on improving EarthLink’s business processes.  By leveraging Standard Register’s people and expertise in data processing, digital printing and distribution to manage and deliver all types of customer invoicing communications—via the Web or traditional delivery methods—EarthLink can continue to expand its product offerings and maintain high-quality connectivity for its customers.