The challenge
Google's clients in Argentina were unhappy with one part of their experience: billing. Feedback pointed to billing that was unclear, late and hard to deal with, and it was pulling down satisfaction ratings among large clients.
What was delivered
Our team was involved in a program to improve the billing process, working with the relevant teams at Google. The program ran in rounds. Each round gathered client feedback to find the specific bottlenecks and the points where clients struggled, then chose practical changes to make billing clearer, more punctual and easier.
The impact of each change was measured regularly, and the next round was adjusted based on what the team saw.
What it included
- Repeated rounds of feedback with large clients
- Bottlenecks in the billing process identified one by one
- Fixes aimed at clearer, more punctual and easier billing
- Regular measurement of impact
- A permanent feedback channel so the team could keep acting on it
Results
Several billing bottlenecks were found and fixed, and operations ran more smoothly. Large clients' satisfaction ratings for billing improved. Billing became clearer and more timely, which built trust and reduced disputes.
A feedback channel stayed in place, so the team could keep acting quickly on what clients said.
Why it matters
A large client hears from you through billing every month, so a confusing or late invoice affects how they see the whole relationship. The method can be reused anywhere: ask the people affected, fix the biggest problem, measure the change, and go again.
