CSG Customer Story

How a major cable/internet provider launched a clearer, quicker billing experience

17.5%

Reduction in billing-related contact rate

60 Sec.

Of self-service vs. 7 minutes with an agent

12 Weeks

To full deployment, with immediate impact seen in the next billing cycle

Summary

The bill-to-payment journey can make—or break—customer experience and loyalty. For this major service provider, billing was a pain point driving up call volume and putting retention at risk. Most customers didn’t understand what changed on their bill or why—and they weren’t paying on time as a result.

With CSG Bill Explainer, the provider replaced frustration with clarity—reducing billing-related contact rates and strengthening long-term loyalty.

The Customer

A leading cable and internet provider in the U.S., serving millions of residential and business customers with high-speed connectivity and entertainment services. The company prides itself on speedy connections and its commitment to customer care.

The Challenge

The provider’s support team was overwhelmed by avoidable billing questions. And the downstream effects were adding up.

80%+ of inbound calls were tied to confusion over bill changes
Each call averaged 7 minutes, taking time away from higher-value issues
Customers weren’t being proactively notified of billing changes
Outreach wasn’t targeted and didn’t guide customers to pay

The result: delayed payments, rising call volume and growing dissatisfaction

The provider needed a smarter, more personalized way to communicate with customers about what changed—and help them act on it.

The Solution

In just 12 weeks, the provider launched an experience that targeted only impacted customers and gave them the clarity—and tools—they needed to take action:

Personalized microsites showing each customer’s specific bill breakdown
Proactive outreach triggered only when bill changes occurred
Plain-language explanations of new or increased charges
Direct links to payment within the same experience
Accessible via email, app or web for full channel flexibility

No more one-size-fits-all notifications. Just relevant, timely communication that guided customers through the “why”—and straight to payment.

Billing that builds relationships

Your billing experience says a lot about your brand. CSG helps you transform billing outreach into experiences that increase transparency, speed up payment and keep customers coming back.

Discover CSG Bill Explainer