Customer Perspectives on Billing Vendors

This report presents findings from MGI Research regarding customer opinions on billing vendors, derived from interviews with customers of the top 35 MGI 360 Rated vendors. The report outlines the previous billing solutions used by customers, revealing that 43% utilized cloud solutions, while 26% relied on legacy systems, and nearly 20% used Excel for billing. It documents customer satisfaction levels, noting that while most customers are satisfied with their vendors, approximately 21% report issues with support quality and timeliness. The report emphasizes the importance of vendor capabilities in handling high billing volumes and complex requirements. Additionally, it highlights key billing pain points identified by customers, such as the need for usage billing, scalability, and integration with quoting tools. The MGI 360 Rating methodology is also explained, detailing the quantitative evaluation of vendors across five pillars. This comprehensive analysis aims to inform organizations in their evaluation of billing software suppliers.