Growth
Client Billing
Full billing module: contract-driven rate cards, outcome-based billing logic, invoice generation, and a margin dashboard per client. It supersedes the early read-only billable-hours ledger with a complete period-to-invoice pipeline. Sub-spec 34A (Contract Lifecycle Management) handles MSAs, SOWs, amendments, SLA (Service Level Agreement: a contractual performance target, e.g. answering X% of calls within Y seconds.) clauses, and renewals. Built so finance and account managers stop reconciling T&A (Time and Attendance: clock-in/out and worked-hours tracking.) actuals against client invoices in Excel.
What's inside
Invoice generation + approval
Generate a client-ready invoice straight from a locked billing period, route it through approval, and render the PDF on demand. No rebuilding invoices by hand from a spreadsheet of hours.
Outcome-based billing
Bill on results, not just hours: sales closed, tickets resolved, cases handled. Ingest outcome events, price them against the contract, and fold them straight into the invoice.
Contract Lifecycle Management
MSA / SOW registry, amendment tracking, SLA clause management, renewal workflow, volume commitments. Replaces the shared drive of PDFs nobody can find.
Per-LOB margin dashboard
Revenue against labor cost for every client line of business, with an alert when a margin slips below target. The number finance usually rebuilds in a spreadsheet at month-end, live.
SLA breach penalties
Evaluate SLA clauses against actuals at period close and fold any breach penalty into the invoice as a capped credit. The credit the client is owed, applied automatically, not forgotten.
Invoice delivery, disputes + credit notes
Send invoices, track them to paid, and handle disputes and credit notes inside the same record. The lifecycle after generate, without an email thread standing in for a system.
Revenue reporting + client-portal billing
Revenue, aging, disputes, and rate-card reports for finance, plus a client-portal view where each client sees their own invoices and PDFs. The reporting layer over everything billed.
Per-client billing configuration
One active setup per client: rate card, tax, currency, and billing cycle, date-ranged so a rate change is a new version, not an overwrite. The rules every invoice is built from.
Billing periods
A clean period lifecycle, open to locked to invoiced, with the current period auto-opened on each client's cycle. The container that keeps a billing month from drifting.
Billing ledger + period lock
Locking a period finalizes its billing ledger in one step: billable hours become priced line items, regular and overtime split, minimum-hours floor applied. The hand-off from operations to invoice.
Multi-currency billing
Bill clients in their own currency, hold the rate per contract, and account for FX gain and loss when payment settles at a different one. For contact centres that operate across borders.
Billable-hours ledger (read-only)
A read-only view of billable hours derived straight from time-and-attendance actuals, surfaced to the client portal so the hours behind the bill are visible without a separate report.
SLA scorecard
Two automated SLA KPIs, schedule adherence and coverage, scored against targets and surfaced to the client, with slots for QA and CSAT as those automate. The contract-performance view clients ask for first.