RETAIL CREDIT PROVIDER
QUICKENS TIME TO PAYMENT
AND GROWTH
COMMUNICATIONS
Case Study
WHO?
A leading North American financial services provider with over 80 million customers.
The company struggled to deliver consistent customer experiences across various channels.
Its data was siloed, limiting its view of customer interactions across email, SMS, phone calls and other channels.
This fragmentation led to irrelevant messaging, missed engagement opportunities and increased operational costs.
WHAT?
Using CSG Xponent, the provider integrated data from more than 30 sources, processing an average of 167 million records per day. This comprehensive integration included:
Email, SMS, Phone Calls: Call center interactions, servicing emails and push notifications.
Customer Account Data: Account status, collections, complaints, fraud cases, alerts and promotional details.
Survey Data: Feedback from online and phone surveys.
Marketing Data: Email engagement, model scores and engagement data from marketing automation platforms.
HOW?
The grocery chain increased its customers’ engagement and activation while also reducing email volume.
RESULTS
data sources integrated
30
10%
5%
more payments captured
increase in 7-day payment rate
VicTrack has the confidence of knowing they are working with an industry-leading solution, with CSG being recognized as a Niche Player in the 2023 Gartner® Magic Quadrant™ for Configure, Price, Quote Applications.
2023 Gartner® Magic Quadrant™
We learned more in two hours with CSG Xponent than in two years with the previous system.
— VP of Analytics
WITH INSIGHT-DRIVEN
Reduction in email volume
Email decisions processed daily
How will YOUR business act on a 360-degree view of the customer across channels?
Contact an expert
BREAK THROUGH THE NOTIFICATION NOISE AND NEVER SEND
AN IRRELEVANT MESSAGE AGAIN
CSG Revenue Management
With this integration, the company gained deep insights into friction points in customer journeys, enabled omnichannel journey orchestration, and personalized interactions to individual customers. The company then began sending highly relevant communications for account onboarding, collections and payment reminders—all coordinated across channels.
