Case Study: Communications, Media & Technology

Inmarsat transforms billingsystems within OneIT
Inmarsat collaborated with Cognizant
to transform their billing capabilities
into standardized processes
supported by a single, scalable
and enterprise grade platform.
For over 40 years, Inmarsat has led the way in global
mobile satellite communications, connecting maritime,aviation, government and enterprise sectors with themost reliable and secure satellite, ground networks
and safety services – anywhere in the world.
To meet their clients’ needs across numerous geographies,
Inmarsat works with a global network of partners.
However, over time, they acquired so many entities witha variety of client services, billing processes and systems,
that it created inefficiencies and duplications for theircustomers and internal processes. Inmarsat engaged
Cognizant to standardize their billing capabilities,
improve customer experience (CX) and operational
effectiveness, and set the stage for profitable growth.

At a glance
After years of growth through numerous
acquisitions, Inmarsat discovered
inefficiencies in their internal and external
processes that made it difficult to meetcommercial, customer and operationalrequirements.
To answer the ever-growing need forreliable mobile communications, whileaddressing these inherited challenges,
Inmarsat moved forward with a OneIT
billing transformation that delivered thefollowing benefits:❙ $4M annual savings on operating andcapital costs❙ 40% reduction in number of invoices
sent to customers❙ Up to 80% reduction in time required
to implement pricing updates❙ 70% decrease in legacy rate plans

April 2021

The Challenge
During a four-year period of global expansion,
Inmarsat found itself maintaining and operating
38 disparate billing applications and tools.
Among these technologies, 40% were no longer
supported because of legacy IT infrastructure,and the complexity of having 5,200 different
pricing plans and over 2,400 product, service andsubscription plans. The scenario limited system
integration efforts and created an extensive
Purchase and Sale (P&S) portfolio. Inmarsat
faced a number of challenges, including:❙ Longer lead times and higher costs tolaunch new products and services❙ Significant gaps in systems and businessprocesses, limiting commercial competitiveness❙ Customers receiving multiple bills,
creating lack of clarity and accuracy❙ Inefficiencies from manual billing and other tasks❙ Different billing systems aged from 10-20years, which added higher risk in business
continuity, reliability and stability
In addition, a series of process challenges drove
up operating expenses (OpEx) and capital
expenditures (CapEx), totaling an additional$4M per year. There were also increased daily
sales outstanding (DSO), which impacted
cash flow. Longer lead times to market (TTM)
diminished competitiveness in an increasinglycompetitive environment. Also, customer
experience (CX) was hindered due to billing
errors and a mediocre user experience (UX).

The solution
To address these challenges, Inmarsat worked
with Cognizant, a trusted, long-time partner of thecompany, to create a seamless, end-to-end One
Inmarsat experience for all billing interactions.
We simplified disparate billing capabilities into asingle, standard and scalable platform based on
industry best practices, a single-core system andspecific commercial requirements. We also helped
to add pricing flexibility, dynamic discounting,❙ Cleansed significant amounts of data
❙ Reduced daily sales outstanding (DSO)by 5 days❙ Cut time to market (TTM) for new
services from several months to weeks❙ Removed 50+ custom processes❙ Consolidated 38 billing systems to four
❙ Defined 250+ processes

and the agility to support future commercial
models for new products, services and go-tomarket strategies. The new solution eliminatedthe risk of system obsolescence and material
failure in billing processes and employed security
that complied with cyber-security policies.

One-size-fits-all approach
Prior to implementing the single, integrated
billing platform, customers relied on legacy
systems that were not uniform and lacked realtime data for pricing, products and procedures
set by Inmarsat. This meant multiple or duplicate
bills were sent, creating issues with clarity andaccuracy. To combat growing frustration amongcustomers and employees, Inmarsat set out toprovide a better user experience and one-stop
shop for all billing interactions by implementing:❙ Commercial off-the-shelf (COTS) billing
technology. Inmarsat chose to buy, rather
than build a principle of OneIT using the70-20-10 rule for custom development.
Out-of-the-box functionality versus internal
development enables the company to achieve
the lowest total cost of ownership (TCO).
❙ A single, core application. Implementing new
requirements at one time benefits Inmarsat’sbusiness units, customers and operational
teams by facilitating business process
rationalization, and reducing the complexity
and cost of having multiple integration points.

2 / Inmarsat transforms billing systems within OneIT

“As a result of thetransformation, Inmarsat
realized some key
benefits....The program
enabled us to standardize
our organization andmake operations moreefficient.”– Jules Radford, VP, Financial Operations, Inmarsat

3 / Inmarsat transforms billing systems within OneIT❙ Internal billing operations. Instead ofoutsourcing operations, Inmarsat has theflexibility to meet rapidly changing needs
without contractual overhead and thesignificant interdependencies that comewith other OneIT rationalization programs.

turnaround of bills to our customers. In parallel,
we have a better, more accurate billing system andfewer customer complaints. Finally, the program
enabled us to standardize our organizationand make operations more efficient,” says VP,
Financial Operations Jules Radford, Inmarsat.

“Part of our drive was to move to a single enterpriseclass system that harmonizes and rationalizes
our goods and services in a common fashion forour customers,” says Roger Butt, Director, Global
Billing and Revenue Assurance, Inmarsat.

By redefining processes within a single, simple
and scalable billing platform, Inmarsat anticipatesthat they will realize a range of benefits:

We implemented the approved, four-phase solution,
which included discovery, design, build andbusiness migration over the course of 45 months.

❙ Simplify 45+ business decisions

Business outcomes
The business transformation consulting
engagement yielded significant businessbenefits for the company and its customers.
Transforming disparate billing capabilities into asingle, scalable platform provided the commercial
agility, customer experience and operational
efficiency Inmarsat needed to support its growth.
“As a result of the transformation, Inmarsat
realized some key benefits. The first is the timely❙ Save $4M annually❙ Reduce legacy rate plans by 70%❙ Improve efficiency for revenue
posting each month by 85%❙ Reduce the volume of invoices
sent to customers by 40%❙ Improve overall business performance by 50%
Being a world leader in mobile satellite
communications is about enabling theconnected world. To better serve their land,sea and air customers, Inmarsat seized theopportunity to grow their business throughfuture mergers and acquisitions (M&A)
with simplified OneIT billing operations.

4 / Inmarsat transforms billing systems within OneIT

About Inmarsat
Inmarsat has lead the way in global mobile satellite communications for over 40 years. They solve the toughest connectivity challenges of their customers,
anywhere in the world. Working with their global network of partners, they have satellite communication needs covered–today and far into the future. For
more information, visit www.inmarsat.com.

About Cognizant
Cognizant (Nasdaq-100: CTSH) is one of the world’s leading professional services companies, transforming clients’ business, operating and technology
models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses.
Headquartered in the U.S., Cognizant is ranked 194 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn
how Cognizant helps clients lead with digital at www.cognizant.com or follow us @Cognizant.

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