Customer Receivables Management::Manage Customer Bill Inquiry::Authorize Customer Bill Invoice Adjustment::Track & Manage Customer Bill Inquiry Resolution

The objective of the Track & Manage Customer Bill Inquiry Resolution processes is to efficiently assign, coordinate and track specific customer bill inquiry analysis, bill adjustments and ensuring that appropriate credits and/or other agreed adjustments are made available to the adjustments processes activities, and escalate any open customer bill inquiries in jeopardy.

Responsibilities of these processes include, but are not limited to:

• Scheduling, assigning and coordinating analysis and specific customer bill inquiry/complaint adjustment activities;
• Modifying the customer bill inquiry/complaint status;
• Canceling a customer bill inquiry when the specific request was related to a false billing event
• Monitoring the jeopardy status of open customer bill inquiries, and escalating customer bill inquiries as necessary.

Note that some specific product and/or service components may be owned and managed by other parties. In these cases the Track & Manage Customer Bill Inquiry Resolution process is responsible for initiating requests, through - the other parties Settlements & Payments Management for resolution by the other parties of the specific bill inquiries/complaints.

These processes will co-ordinate all the actions necessary in order to guarantee that all tasks are finished at the appropriate time and in the appropriate sequence.
The Track & Manage Bill Inquiry Resolution processes will also inform the Close Customer Bill Inquiry processes by modifying the customer bill inquiry status to cleared when the specific customer bill inquiry/complaint issues have been resolved.