Case Study: U.S. Cellular doubles on-time replenishments and cuts churn with Genesys SMS bill reminders

U.S. Cellular Doubles On-Time Replenishments with SMS Bill Reminders

U.S. Cellular, a wireless provider with 5.2 million customers, needed to make sure new prepaid customers knew when to replenish their accounts to avoid service interruptions and reduce churn.

Genesys implemented an automated SMS campaign that sent customized reminders three days before each customer’s due date. Sent to tens of thousands of customers over a few months, the program doubled on-time replenishments, lowered churn, and generated positive 1-to-1 customer feedback such as “Okay, thank for reminding me” and “Thank you very much.”

U.S. Cellular