Cloud Billing Platform Migration

Overview

Led the transformation of legacy billing for 3M+ customer accounts into a modern cloud-based platform, achieving 99.8% billing accuracy and dramatically reducing manual operations.

The Challenge

Legacy billing systems for 3M+ accounts suffered from manual errors, poor scalability, and fragmented CRM integrations that slowed development and frustrated customers.

The Approach

Architected a modular cloud billing roadmap and analytics suite. Revamped CRM-billing API integrations, spearheaded microservices migration aligned with SLAs, and led cross-functional design sprints for rapid prototyping.

Key Outcomes

• Migrated 3M+ accounts to cloud-native billing with zero downtime
• Reduced manual adjustments by 70% and support tickets by 25%
• Improved platform uptime to 99.9%, supporting 2x concurrent user load
• Delivered 3 pilot-ready features within 2 months through rapid design sprints
• Lifted upgrade conversion by 10% with usage-based prompts and in-product nudges

The Result

Achieved 99.8% billing accuracy, improved NPS by 14% with self-service billing, and reduced integration time by 40% — all while maintaining zero downtime during migration.