Aria Systems' billing software is designed especially for wireless Internet service providers (WISPs).

by Tim Sanders of The Final Mile and Wi-Fi Planet [March 31, 2004]

The recent increase in sophistication of equipment, training, systems and processes afforded wireless Internet service providers (WISPs) an enhanced ability to deliver quality service. Industry growth bears this out.

However, even now, WISPs typically do everything from scratch. These companies design their own systems and operational processes. They build customized business procedures from scratch too. Billing is usually still done in the traditional way: by manual data entry and monthly billing.

But, with increased technical sophistication, WISPs have found that significant cost savings are possible. New hardware and better training reduces costs and improved service. Customers are happier. No wonder then, that WISPs are starting to look at improved business process products to improve customer service, reduce costs, run leaner staffs and improve customer contentment.

Here we review version 1.5 of one of them, the Aria Systems complete Web-based billing system geared for both large and small WISPs.

 

Aria Systems (484) 461-6994 e-mail form

Pros

• Extremely well thought out
• Simple interface
• Powerful policy rights engine
• Highly customizable
• Personalized support
• Very affordable

• Requires initial set-up by Aria
• Significant complex functionality (while available) is not apparent
• System customization must be done through Aria (Security reasons)

The Aria Systems background in ISP services reflects strongly in the initial setup phase. This is a totally Web-based product with no software to install or servers to manage. Aria handles all those tasks in its application service provider (ASP) data center. Customers or CSRs simply sign onto a site to enter data. However, logging onto the demo sites to review the product doesn't sufficiently cover the available functionality.

Aria explained in conversations that it includes a set-up stage with each client to assess the client's business process and pricing system. The Aria staff looks closely at the business process to define pricing options and optional add-ons. Aria also addresses the policy permission categories that each WISP will need for its staff. Typical wireless service provisioning and billing takes place at different times. Hardware may be billed up front. Installation generally will be billed upon installation signoff. Finally, service will normally begin at the same time as installation and may be pro-rated. It can get complicated quick. The set-phase is where the complex business elements are defined and arranged to provide a simple final interface. This final product consists of three different Web screens.

The third site is the user self-service (USS) screen, which addresses the WISPs account information with Aria. It allows the WISP to change billing and contact information, to view its invoice history and to see its usage histories.

The registration screen is extremely simple. It allows the end-user to sign-up for service without assistance. The user can choose among service plans desired, access billing and payment information and any customized elements for a particular WISP. The site walks customers through a straightforward 9-part provision process. Customers can change or modify some elements of their chosen plan later.

The CompoSeR screen is the heart of this product for the WISP. The WISP can search for customers with any of 12 pre-configured search tools ranging from phone numbers to service plans. Once a customer is selected, the CSR accesses each of the tabs needed for that customer, whether it be the contact tabs, service plan, and payment/billing/usage history or service credits. An administrator panel provides control of the WISP staff permissions. The administrator can review the audit trail of its business here, such as tracking refunds, credits and activity of each CSR or by date. The administrator may alter activity permissions by CSR.

Lastly, the USS screen manages the WISP's account details with Aria including all details of its billing, credits and usage.

In everyday use the Aria Systems product family is deceptively simple. It possesses heavy complexity that is managed almost totally in the background. It works extremely well. Still, one-question remains: Is it expensive?

Aria charges up front for the initial set-up phase, which includes professional service advice and setup. Pricing varies depending on the necessary work. If the WISP can cover this cost in a single lump sum the monthly charge to manage its customer can be less than $1 dollar per user. If smaller firms cannot afford to cover all of the initial set-up costs, Aria can defray some of this expense by charging a smaller set-up fee and a monthly service fee ranging from $2 to $5 per customer. Certainly this is affordable for WISPs of almost any size.

It is a product well worth looking at.

— End