Billing Management: #7 Usage Billing in Telecom & Internet Service Provider

Telecom and Internet Service Providers operate in markets where usage varies drastically from one customer to another. While flexible, usage-based models align revenue directly with consumption, they also introduce operational challenges like real-time tracking, precise rating, and transparent invoices.

Many providers still see these models as complex to automate. But the reality is that the right billing infrastructure can turn this complexity into a scalable, data-driven process. Zoho Billing offers that infrastructure, which is adaptable enough for both ISPs and telecom service providers to manage millions of usage events daily.

Below are two scenarios that show how Zoho Billing supports usage billing models in these industries.

Scenario 1:  

A regional internet service provider, having 25,000 residential customers and 3000 small businesses, decided to move away from the traditional fixed monthly broadband plan. They let the customers pay entirely based on how much data they consume rather than setting up a standard base fee. The structure is simple,

• $0.40 per GB for the first 500 GB

• $0.30 per GB for the next 500 GB

• $0.20 per GB beyond that.

This model gives customers flexibility while ensuring revenue reflects actual network usage. To make this model work,

1. The ISP (Internet Service Provider) must capture live data usage from its network monitoring system.

2. Rate the usage according to defined tiers.

3. Generate accurate invoices each billing cycle without manual calculation.

 With Zoho Billing, a usage-based pricing engine, and API integration, the ISP connected its network management platform directly to its billing system. Every gigabyte consumed by a customer was sent as a real-time usage record.

In Zoho Billing, the ISP once defined usage tiers and rates. The system automatically applied those rates at the end of each billing cycle, calculating charges based on total consumption.

Let's take a residential broadband plan with three users sharing one data pool. Total monthly usage is recorded as 1.28 TB (~1,280 GB)

Item	Value
Total Usage	1,280 GB
Tier 1: 500 GB x $0.40	$ 200
Tier 2: 500 GB x $0.30	$150
Tier 3: 280 GB x $0.20	$56
Total Invoice Value	$406

 
The invoices were then generated automatically, including a detailed usage summary. The customer could view their live usage within the client portal through data fed directly from the same APIs, providing transparency throughout the month.

Scenario 2:  

A telecom operator runs a postpaid service where users subscribe to a base plan, and the customer pays for additional voice and message usage. It has a strong customer base of over 120,000 postpaid subscribers. The base plan costs $50, covering 100 minutes of domestic and 50 international calls and 100 SMS. Additional usage costs:

• $0.05 per minute for local calls.

• $0.10 per minute for international calls.

• $0.01 per SMS

Managing this type of billing requires:

1. High-volume usage capture from the telecom mediation system.

2. Accurate categorization of usage (local vs international calls, SMS).

3. Real-time rating to prevent discrepancies.

4. Generation of detailed transparent invoices.

Since the telecom operator handles millions of call records monthly, even small inefficiencies could lead to significant revenue leakage.

Zoho Billing was integrated directly with the Call Detail Record (CDR) system via API. As calls and SMS were logged, corresponding usage data was pushed automatically to Zoho Billing, categorized by type. Each usage metric, such as local minutes, international minutes, and SMS, was mapped to the respective price brackets. The platform automatically applies rates and calculates the total charges at the end of each billing period.

Let's take a subscriber who makes 780 minutes of local calls, 90 minutes of international calls, and 310 messages in a billing cycle.

Items	Rate	Amount
Base Plan	$50	$50
Extra domestic calls 680 minutes	$0.05	$34
Extra international calls 40 minutes	$0.12	$4.8
Extra 210 SMS sent	$0.01	$2.1
Total Invoice Value	$90.9

 
The invoice generated through Zoho Billing gives a clear usage summary. This transparency strengthens customer confidence and reduces disputes over billed usage. Telecom providers maintained their pricing structure with minimal billing overhead, scaling up new offerings without changing their core system.

Potential Shift 

Across the connectivity industry, usage-based billing is becoming the new standard. Success depends on a system that can manage continuous usage flow, accurately rate customers, and clearly communicate with them.

Zoho Billing enables this transformation by providing an adaptable billing infrastructure that handles real-world complexities with built-in handlers. This allows industry experts to focus on innovation and not manual reconciliation. It helps service providers manage the full lifecycle of usage-based revenue with reliability and precision.

As we drive across industries in each post, the next sector, the next post will be on Usage Billing in Logistics & Delivery. 

• Topic Participants

• Hari Hara Sudhan. S

  

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