BT Wizards

if we proactively audited monthly instead of chasing refunds years later. The customer would keep more money in its pocket, and we would have the opportunity to fix the billing issues going forward. Along with the new auditing model, CRA expanded its suite of services, offering the following directly to U.S. business customers:

* Provisioning & Project Management
* MACDs
* Optimization
* Inventory generation
* Repair

In 2009, CRA purchased a 6,000 square-foot building in Holyoke, Massachusetts where it resides today. In 2010, it shifted focus to include supporting agents. This required key process changes including:

Email filtering
Data-base enhancements
Helpdesk software upgrades
Fulfillment reporting

The new go-to market strategy enables the agent to white-label support. CRA looks forward to continued growth with a strong focus on Project Management and Provisioning.