Client Overview:
PrimeVox, a telecom service provider, initially selected OneBill as their billing platform due to its attractive pricing. However, they quickly encountered critical issues during onboarding that prompted a strategic pivot. After terminating their contract with OneBill, PrimeVox quickly partnered with Rev.io, drawn by its robust platform, domestic support, and ease of use. The switch has since led to measurable efficiencies and a strong ongoing partnership.
Opportunities and Challenges:
When evaluating billing platforms, PrimeVox faced the classic conundrum: budget vs. capability. OneBill’s lower cost was appealing and became the deciding factor during initial selection. However, once onboarding began, the limitations of OneBill’s support infrastructure quickly surfaced.
Alexander Rodgers, the Financial Controller at PrimeVox, explained:
“I got so frustrated with the onboarding process... their support was offshore, and it was just too difficult to schedule and communicate. I knew it wouldn’t work for our business needs.”
OneBill’s offshore support team, located in India, struggled to align with PrimeVox’s U.S. time zone needs. Meetings were often at inconvenient hours, and the communication gap impeded progress. Ultimately, PrimeVox wasn’t even able to fully complete onboarding.
The Solution:
After exiting their OneBill contract, PrimeVox quickly circled back to Rev.io—a platform they had evaluated previously and found more robust, albeit at a higher price.
“It was between Rev.io and OneBill. Rev.io was superior and it was clear they were the better option, however OneBill was just cheaper,” said Alexander.
This time, the decision factored in not just cost, but long-term value and support. Rev.io’s onboarding experience proved to be a night-and-day difference. Alexander shared:
“It was really easy to get onboarded. Their team was smart, responsive, and able to answer every question. We were up and running in weeks.”
Rev.io’s extensive library of prebuilt reports and intuitive navigation also provided immediate advantages over the heavily manual configuration OneBill required.
The Results:
Since moving to Rev.io, PrimeVox has seen significant operational improvements:
- Onboarding Speed: Onboarding was completed within weeks due to Rev.io’s streamlined process and responsive team.
- Support Satisfaction: Ongoing support is reliable and U.S.-based. Issues are typically resolved same-day or within 24 hours.
- Operational Efficiency: Automating billing, taxes, and subscriptions has saved PrimeVox several hours per month.
- Scalability: The time savings and system stability have allowed Alexander to reinvest energy into growing the business.
“It cut down several hours a month in calculating and filing taxes. Billing was manual before—now it's all automated in one portal,” said Alexander.
