Case Study: NewWave Communications improves billing clarity and reduces support calls with CSG International

NewWave is Committed to Making Customer Interactions Simple and Positive

NewWave Communications, a broadband and cable provider, needed a better way to present billing statements to customers while improving readability, highlighting offers, and gaining better insight into how customers responded to marketing messages. To address these goals, NewWave partnered with CSG International and looked to make its statements more dynamic, flexible, and customer-friendly.

CSG International redesigned the statements in full color, implemented CSG Message Manager to deliver and track targeted offers, and helped launch a loyalty program and updated ad pages for timely notices. As a result, NewWave improved the customer experience, saw positive feedback on the new statements, reduced customer support calls in Q3 2013, and decreased late payments while turning statements into a revenue-generating marketing tool.

NewWave Communications

Kyle Alcorn

Vice President of Marketing