Case Study: Large Cable Company reduces support calls and statement costs with CSG International

Large Cable Company - Customer Case Study

A large cable company worked with CSG International to overhaul statements across five regional divisions serving 2.2 million customers. As part of a broader rebranding effort, the company needed to standardize data, product names, promotions, and campaigns while improving consistency, readability, and the overall customer experience.

CSG International implemented standardized statement data, business rules for using color to highlight key information, and ad pages and inserts to replace separate direct-mail campaigns. The result was a more usable statement experience that reduced support calls by 8–10% in the first month and delivered an estimated first-month savings of $223,520 to $279,400, while also cutting promotional response costs from $32 to $13.55 per response.