Case Study: Lincoln Electric System improves billing clarity and customer satisfaction with CSG International

Lincoln Electric System Improves Customer Satisfaction, Reduces Late-Payment and Streamlines Billing Process with CSG Output Solutions and Message Manager

Lincoln Electric System (LES), a Nebraska utility serving more than 118,000 residential and 16,000 commercial and industrial customers, needed to improve the effectiveness of its billing statements. The company’s locally printed statements were hard to read, buried important promotional messages, and contributed to customer service calls, slow payments, and short pays.

CSG International redesigned the statement with a clearer layout, strategic use of color and white space, and implemented Message Manager to enable targeted, dynamic billing messages and promotions. With CSG International’s Output Solution and Message Manager, LES saw an immediate reduction in billing-related call center volume, more on-time payments with fewer short pays, and increased awareness of promotions and messaging.

Lincoln Electric System