Telstra – Billing Management Phase 1 (CDN & MMC)
TechBubble developed a custom ServiceNow Billing Management solution to automate billing operations for Telstra's CDN and MMC teams. The platform replaced spreadsheet-based billing processes with a streamlined digital workflow, improving billing accuracy, reducing manual effort, and providing greater operational control across service lifecycle changes.
Billing Management for CDN & MMC
The project focused on modernising billing operations for Telstra's CDN and MMC teams by implementing a custom application on ServiceNow. The solution automated billing activities associated with site relocations, service upgrades, downgrades, and customer changes, replacing manual spreadsheet tracking with an integrated workflow-driven platform. This created a more reliable, scalable, and efficient billing process.
Manual Billing Across Multiple Service Changes
Billing activities for customer relocations, upgrades, downgrades, and CDN/MMC services were managed independently using spreadsheets. This fragmented approach increased manual effort, reduced billing consistency, and made it difficult to maintain accurate financial records.
Spreadsheet-Driven Billing
Customer billing activities were maintained manually, increasing processing time and the likelihood of billing errors.
Disconnected Team Processes
CDN and MMC teams managed billing independently, resulting in inconsistent processes and duplicated effort.
Complex Service Changes
Frequent relocations, upgrades, and downgrades required multiple manual billing updates, slowing fulfilment.
Limited Operational Visibility
Without a centralised platform, tracking billing activities and monitoring request progress was difficult for business teams.
Centralised Billing Management Solution
TechBubble implemented a custom ServiceNow application to standardise billing management for the CDN and MMC teams. Automated workflows managed billing requests throughout the service lifecycle, including relocations, upgrades, and downgrades. By centralising billing activities within a single platform, the solution eliminated spreadsheet dependency, improved data consistency, and streamlined operational processes.
Discovery & planning
Week 1-2Analysed existing billing workflows, documented service lifecycle scenarios, and defined application requirements.
Development & Automation
Weeks 3-7Developed the custom billing application, configured Flow Designer workflows, and completed end-to-end testing. • Custom Application • Flow Designer • Workflow Automation • QA
Deployment & Adoption
Weeks 8-10Rolled out the application, delivered user training, prepared documentation, and provided post-go-live support. • Go-Live • Training • Documentation • Hypercare
Technology
Technologies used to automate billing operations across CDN and MMC teams.
ServiceNow
Custom business application
Custom Applications
Billing management solution
Flow Designer
Workflow automation
Billing Operations
Service lifecycle billing
Reporting
Operational visibility
Support
Deployment and ongoing maintenance
“TechBubble helped us transform a manual billing process into a streamlined digital workflow. The new platform improved consistency, reduced administrative effort, and enabled our CDN and MMC teams to manage billing with greater efficiency. ”
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