Case Study: Suddenlink boosts customer ratings and direct mail effectiveness with CSG Message Manager

Suddenlink Improved Its Direct Mail and Saw Its Consumer Ratings Jump as a Result of Working with CSG Message Manager

Suddenlink, a Missouri-based provider of Internet, telephone, and video-on-demand services, needed to improve its multi-page black-and-white billing statements. Key marketing messages were getting lost in dense text, the statements were too long, and any design changes could take 6 to 8 weeks. The company turned to CSG International and its CSG Message Manager product to make statements more readable and more effective as a direct mail communication channel.

CSG International implemented Message Manager to help Suddenlink use white space better, add color and graphics, shorten statements, and create more targeted promotional areas, including customized envelopes. As a result, Suddenlink could make changes much faster, reduce fulfillment costs, and increase customer awareness of offers; the impact was also reflected in a major JD Power improvement, with the company’s score rising from 537 in 2007 to 649 by 2012, earning it the No. 1 spot on the “Most Improved” list.

Suddenlink

Marsha Gee

Vice President of Billing Operations