Customer Centric Audits

TRI: Aggregating at the customer level sounds like a lot of work. I mean Verizon has tens of millions of customers. How can you afford to drill down at such detail?

Romano: Certainly we have what I'll call "sunny side" customer segments, accounts that we don't have to look at very often.

However we're constantly looking to aggregate customers into analysis buckets. Now, when you drill down to such detail, you certainly come up with many false positives. And that's OK, because we're committed to looking under a lot of rocks.

Often it's not a system issue we find. When you deal with millions of customers, you find that customers and CSRs invariably do things you didn't anticipate.

In other words, this is not just about finding revenue leaks. We're also in the game of improving our business processes. You discover something wrong and say, "Oh, I see, the customer is doing X to get around Y," so you modify the process.