Inspire Telecom
Complex billing made simple
Bill run admin now 92% faster with Abillity
About Inspire Telecom
Founded on the belief that customers deserve a better choice in telecoms, Inspire Telecom provides residential and business customers with fibre broadband, mobile, and communication services backed by exceptional customer support.
Built around values of integrity, transparency, and customer-first service, Inspire Telecom has earned a reputation for reliable connectivity, straightforward pricing, and a commitment to doing things differently, with no hidden fees, no gimmicks, and no in-contract price rises.
Business Challenge
As Inspire Telecom prepared for the industry’s WLR switch-off, the team needed to migrate more than 1500 customers onto new All IP services. From previous experience with supplier changes, they knew their existing billing platform would make the process challenging. Simple tasks often involved lengthy manual administration, and the system’s rigidity made it difficult to make changes, meaning Inspire Telecom often had to rely on the billing provider to action routine amendments.
The platform also created inefficiencies in day-to-day billing operations. Invoice runs for around 3,000 customers could take up to four hours to complete, and if a single invoice needed correcting, the entire process had to be repeated. Many tasks relied on manual calculations, exports and imports, increasing the risk of errors and creating additional workload. This resulted in confusing invoices, avoidable billing queries, and a customer experience at odds with Inspire Telecom’s commitment to transparency and simplicity.
“Abillity is a breath of fresh air. Moving to Abillity, we’ve delivered a 92% reduction in bill run administration time. Its flexibility makes complex billing simple, allowing us to focus on the important things with complete confidence.”
Sam Long, Billing Manager, Inspire Telecom
The Solution
Working closely with the team at Inspire Telecom, Giacom Account Manager Steve Lale took the time to understand the frustrations that the billing team faced and demonstrated how Giacom could give the business the flexibility and control it was missing.
Combining software and services, Inspire Telecom entrusted Giacom to support both its All IP migration project and wider operational goals. With Giacom’s All IP Managed Service, Inspire Telecom’s legacy WLR services were effortlessly upgraded to more modern technologies.
Alongside this project, Inspire Telecom adopted Abillity as its central billing platform. With Abillity, the billing team at Inspire Telecom has greater freedom to manage pricing, promotions, usage charging, supplier changes, and mid-month billing events with ease. The team has full control over what and how they bill without relying on external support or complex workarounds.
Integration has been a major factor in Inspire Telecom’s success with Abillity. Not only does the platform provide a comprehensive API suite that allows the business to automate processes and keep customer information synchronised across multiple systems, but it also offers pre-built integrations with leading platforms such as GoCardless and Sage. This combination gives Inspire Telecom the best of both worlds: rapid deployment through ready-made integrations and the flexibility to build bespoke automation through APIs. As a result, billing, payments, accounting, and customer data management are now largely automated, reducing administration, improving accuracy, and delivering a more seamless experience for both employees and customers.
“The biggest benefit of Abillity is the level of control it gives us. Having a billing platform that integrates with the rest of our technology stack has been a game changer. It’s helped us streamline processes, improve accuracy, and gives us confidence that our systems can support future growth.”
Sam Long, Billing Manager, Inspire Telecom
Business Outcome
Since moving to Abillity, Inspire Telecom has transformed its billing operations. Processes that previously required significant manual intervention now run automatically, freeing the billing team to focus on higher-value activities rather than administration. Previously challenging supplier changes now happen seamlessly, while integrations with GoCardless and Sage have eliminated manual exports and imports.
The performance improvements have been equally significant. Invoice runs that previously took around four hours now complete in approximately twenty minutes, and individual invoices can be amended and reissued without rerunning an entire bill run. Greater flexibility around pricing, promotions, usage charging, and cancellations has reduced the risk of billing errors, resulting in clearer invoices, fewer customer queries, and a better overall customer experience. Most importantly, Inspire Telecom now has full control over its billing environment, enabling the business to adapt quickly, work more efficiently, and continue delivering the transparent service its customers expect.
“Moving to Abillity aligned perfectly with our wider strategic priorities, enabling us to consolidate billing operations and improve margin visibility across the business”
Ray Bennett, Founder, Inspire Telecom