CSG Customer Story

How a retail credit provider quickens time to payment with insight-driven communications

data sources integrated

10%

more payments captured

increase in 7-day payment rate

woman sitting on couch on laptop smiling

Summary

When customer data lives in silos, communication becomes disjointed, and all kinds of everyday functions suffer—like billing.

That’s the challenge one major retail credit provider faced. But with CSG Xponent, the provider unified data from 30+ sources and transformed their collections strategy with personalized, omnichannel journeys. The best part? It’s just the beginning of what a business can do with this kind of insight.

The Customer

A leading North American financial services provider serving over 80 million customers across retail credit and lending products.

The Challenge

The provider’s customer data was siloed across email, SMS, phone calls, account systems and marketing platforms. This fragmentation made it difficult to understand customer behavior and deliver consistent, relevant communications. As a result, engagement suffered, operational costs rose and payment delays became more frequent.

The Solution

Using CSG Xponent, the provider unified data from more than 30 sources—processing 167 million records daily. This included servicing emails, call center logs, account status, fraud alerts, survey feedback and marketing engagement. With a 360-degree view of each customer, the provider orchestrated omnichannel journeys for onboarding, collections and payment reminders. Communications were personalized and timed to reduce friction and drive faster action.

See what it looks like to unify your data

By stitching together 30+ data sources, this provider turned scattered signals into a clear picture of each customer’s journey. Want to see what that kind of insight looks like in action?

Explore our interactive demo to see how journey analytics can help you visualize and unify your customer data—so you can make smarter decisions, faster.

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