What Do Billing Customers Really Think About Their Vendors?
What do billing customers complain about most?
Unfortunately, 1 in 8 references aren’t as happy as the vendor believes. Customer feedback reflects several pain points that lead customers to replace their current billing supplier including:
- Lack of Usage Billing functionality
- Inability to scale as billing volume and complexity grows
- Unsustainable price ramps and renewal costs
- Recurring pain points like revenue leakage and offshore customer support
How can prospective buyers better evaluate vendors to avoid common pitfalls?
- Speak with 3-5 customer references! The best way to cut through marketing hype and understand the reality of a vendor’s product and team is to speak with real customers who know what the product can and can’t handle today. If a vendor struggles to provide references, you should be wary of how trustworthy their vendor’s claims are
- Know the pitfalls of each vendor now before you buy. Every vendor has limitations whether it’s limited features, scalability, customer support, or something else. It’s better to know in advance and make a decision on which aspects are less important to you and your business
- Learn which vendors deliver measurable ROI and where customers truly find the value of a product. Ultimately, prospects can use this to justify to their boss why to spend more on the right software
How can billing vendors improve?
- Customer enthusiasm doesn’t always equal product satisfaction. This report signals that vendors should engage more openly with customers, better manage references, and align product development with customer reality.
- Invest in customer support, especially 24/7 onshore support. Every product has a learning curve and runs into issues, but a vendor who can’t fix it in a timely fashion is a much bigger problem. A billing system that is down for days because a customer can’t reach support will cost a customer revenue and their job.
- Competitive intelligence – with every company claiming they have best-in-class products with market leading innovation, the best way to discern what your competitors do and don’t have is through what their customers actually use.
How is this report different from customer reviews on other websites?
In Behind the Bill, MGI Research goes deeper into the voice of the customer. As part of developing the MGI Research Top 50 Billing Buyer’s Guide and MGI 360 Ratings™, the MGI team conducted confidential interviews with verified references from 35+ billing vendors. These are highly in-depth, structured interviews by a team of industry analysts to understand billing customer feedback for a vendor’s team, product, customer support, and more. This report aggregates those candid perspectives – offering a rare, unfiltered look into what buyers do and don’t like about their billing vendor. It cuts through the marketing hype and provides honest, unedited customer stories.
To maintain anonymity and confidentiality, interview data is shared in aggregate form and quotes are anonymized and removed of any potentially identifying information.
Download your copy of Behind the Bill and see what customers are really saying beyond the sales pitch.
