Case Study: Shentel cuts payment calls and boosts autopay with Paymentus

How a Telecom Company Reduced Call Volume by 45% and Improved Customer Ratings

Shentel, a telecommunications company operating in the eastern U.S., faced a critical challenge with its outdated and unstable billing and payments process. The system suffered from customer outages and was unable to support modern payment methods, which was a significant problem as the company expanded. To address this, Shentel partnered with Paymentus for a modern billing and payments solution.

Paymentus implemented its cloud-based digital billing and payments platform, integrating it seamlessly with Shentel's systems. The results were immediate and impactful: the company saw a 45% reduction in payment-related calls, a sixfold increase in auto-payment enrollments, and a dramatic rise in its Net Promoter Score from negative to positive. Paymentus provided 100% platform stability, expanded payment options for customers, and successfully scaled to handle over 70,000 automatic payments monthly.

Shentel

Elaine Cheng

Chief Information Officer