Case Study: Shentel reduces call volume by 45% with Paymentus

Shentel reduces payment calls by 45% with Paymentus

The customer, Shentel, a telecom company, partnered with the vendor Paymentus to improve its bill payment operations and customer satisfaction. The challenge was to reduce high call volume related to subscriber payments and to modernize its payment options to meet evolving customer expectations.

Paymentus implemented its Instant Payment Network solution for Shentel, which drove adoption of automated and alternative payment methods. This included promoting auto payments and integrating options like PayPal, Venmo, and Walmart Pay. The results were significant: auto payments increased sixfold, payment-related calls were reduced by 45%, and alternative payments now account for over 9% of all fiber customer payments. Most notably, Paymentus helped Shentel's Net Promoter Score (NPS) dramatically improve from -3.2% to a positive 39.7%.

Shentel