How a Leading Operator Modernized Customer Billing and Unlocked Millions in Annual Savings 

A leading national telecommunications provider delivering broadband and communications services to residential, enterprise, and wholesale customers across the U.S. 

An outdated, print-heavy bill format was driving unnecessary cost and generating avoidable customer calls. At the same time, the company's enterprise and wholesale customers had no self-service way to see usage trends, cost drivers, or payment options, making it harder to understand and manage their spend. 

Partnering with CSG, the company completely redesigned its customer bill. AI-powered explanations made charges easier to understand and minimized disputes. With due date reminders baked in, customers paid bills faster, and new self-service tools easily connected them with the answers they needed. Customers reduced recurring print and postage cost by migrating some customer communications from print to digital channels. 

 For enterprise and wholesale accounts, CSG helped implement an interactive digital billing platform that delivered: 

• Reporting and usage insights that help identify cost-saving opportunities and trends 

• Simplified payment options, cutting billing related call volume and cost 

 Together, these changes turned the bill from a static document into a valuable, cost-saving resource for customers. 

The modernization effort delivered millions in annual operational savings for the company: 

• Reduced billing-related call volume, freeing agents to focus on higher-value customer interactions 

• 14% reduction in print and postage costs by shifting letters to digital channels 

• Customized reporting that cuts down time spent on data analysis and gives customers real visibility into their own spend patterns  

• With convenient self-service tools and personalized insights into their accounts, customers gained more time, more options, and more trust in the company.