Case Study: Nation’s Largest Satellite Digital Services Provider improves customer experience and lowers costs with CSG Interactive Messaging

Differentiate the Customer Experience, Improve Productivity & Lower Costs

Nation’s Largest Satellite Digital Services Providing Company partnered with CSG International to improve how calls were routed through its call center and reduce the time agents spent handling routine payment inquiries. Prior to the project, the company relied on a single queue and keypad-based routing, had limited outbound notification capabilities, and lacked survey and reporting tools, leading to poor customer experiences and repeat calls.

CSG International implemented CSG Interactive Messaging with automated inbound call processing, cross-API customer identification and authentication, payment handling, and proactive notifications for welcome messages, outages, and payment reminders. The results included a 25% increase in customer satisfaction, a 46% reduction in costs by handling inquiries in IVR instead of with live agents, an 86% diversion of payment-related calls to automation, a 34% reduction in transfers, and a jump in survey response rates from under 5% to over 20%.