CSG Quote & Order helped VicTrack automate quoting, pricing, and order management. VicTrack cut process and deployment times by nearly... 30%. The company consolidated hundreds of products into just 26. Now, 30% of transactions happen through digital channels. VicTrack improved design and run time processes by 30%. The solution enabled VicTrack to wholesale excess capacity to other carriers.
B2B division of a Tier-1 global telecom operator
- Telecommunications
- Very Large
CSG's telco-specific CPQ system unified 26 national operations for a top 10 global telecom operator. The operator automated manual workflows... and standardized processes, supporting multi-currency and multi-language quoting. This led to €200M+ projected annual OpEx savings. 80% of complex use cases were configured in the first week. The new platform enables consistent, scalable B2B operations across 220+ countries.
Three Group Solutions
- Telecommunications
- Large
Three Group Solutions used CSG Ascendon to cut customer onboarding time by 85%. The company replaced aging systems and reduced... third-party vendors by 80%. With the new cloud-native billing platform, they now support 13 MVNOs. Product launches are faster and operations are more efficient. The team can onboard customers in 6–8 weeks instead of 9 months.
CSG helped PLDT modernize its enterprise billing system. PLDT moved from legacy on-premise billing to a unified cloud platform. This... change cut bill run time by 68% and reduced bill disputes by 51%. Customer service billing cases improved by 39%. Bounced email volume dropped by 98%. PLDT now delivers faster, clearer, and more reliable billing to its enterprise customers.
One NZ used CSG Quote & Order to move its wholesale telecom business to a digital-first model. The company replaced... manual processes with a cloud-based platform on AWS. Now, 95% of customer interactions are digital. One NZ doubled its NPS score from 30 to 63. The team can launch new products and features in days, not months. Migration to the cloud took just 12 weeks.
A North American communications service provider (CSP)
- Telecommunications
- Large
USA
CSG Field Service Management helped a North American CSP automate 70% of job assignments using AI. The company reduced route... areas by 75% and improved field technician productivity. Dispatchers focused on exceptions, not every job, thanks to automated workflows. Real-time data and system reports gave leaders better visibility. The CSP saw more on-time arrivals and less manual admin work.
M1 used CSG's cloud-native BSS platform to modernize its B2B billing. The new system supports over 500,000 B2B services and... delivers a 99.95% billing accuracy rate. M1 stabilized the platform in less than six months. The solution reduced revenue leakage and improved operational efficiency. M1 can now automate workflows and scale enterprise services faster.
A prominent, regional cable and internet service provider in the U.S.
- Telecommunications
- Large
USA
Xponent helped a major U. S. cable and internet provider cut truck rolls by 2%. The company used real-time appointment...reminders and technician tracking. Customers got SMS and voice updates at key points in the support journey. Self-service options let users reschedule without calling. These changes saved $3.6M in one year. The solution improved customer experience and reduced costs.
CSG Xponent helped a global CSP boost upsell success by 336%. The company used real-time, targeted communications to send offers... to over 1 million customers. Email engagement rose by 111%. Machine learning adapted messages based on customer behavior. The CSP achieved an 887% return on investment.
A leading cable and internet provider
- Telecommunications
- Very Large
USA
CSG Bill Explainer helped a leading U. S. cable and internet provider cut billing-related contact rates by 17.5%. The provider...faced high call volumes due to customer confusion over bill changes. CSG Bill Explainer delivered personalized bill breakdowns and proactive notifications. Customers could resolve billing questions in 60 seconds of self-service, down from 7 minutes with an agent. The solution was fully deployed in 12 weeks, with immediate improvements in customer satisfaction and payment speed.
CSG Network Solutions helped Zain Sudan restore USSD self-service after a major blackout. The team rebuilt and reintegrated the USSD... platform in just three weeks. This was much faster than the usual 10 to 16 weeks for such projects. Zain Sudan could now add more self-service options for customers. The quick recovery improved service reliability and customer experience.
Nexphone used EaaS powered by NetLync to speed up eSIM transfers for their customers. They integrated all APIs in just... 2 weeks with only one developer. The platform made device setup and provisioning simple. Nexphone saw faster deployment and easier management for iOS and Android. This improved customer experience and cut costs for the company.
A leading cable and internet provider
- Telecommunications
- Very Large
USA
CSG Bill Explainer helped a major U. S. cable and internet provider cut billing-related contact rates by 17.5%. Customers now...get clear, personalized bill breakdowns through microsites. The solution reduced average support time from 7 minutes to just 60 seconds of self-service. Full deployment took only 12 weeks, with immediate results seen in the next billing cycle. The provider improved payment speed and customer satisfaction with proactive, targeted communication.
Banking Case Studies and Customer Success Stories with CSG
A global top-five bank
- Banking
- Very Large
USA
CSG Xponent Journey Orchestration helped a global top-five bank automate paid-in-full mortgage notifications. The bank coordinated 74,000 emails and 27,000... direct mail pieces monthly. Email open rates for notifications reached 73%. Digital channel delivery increased by 10%. The solution ensured compliance and enabled targeted cross-sell offers.
A leading U.K. financial institution
- Banking
- Large
UK
CSG Xponent helped a leading U. K. bank improve paid media results. The bank used journey orchestration to analyze 250,000...visitor profiles. They assigned anonymous IDs and synced profiles with their DMP for real-time targeting. Campaigns saw a 260% increase in click-through rate and a tenfold boost in paid media performance. The solution went live in just one week.
One of the largest banks in the U.S.
- Banking
- Very Large
USA
CSG helped one of the largest U. S. banks improve its fraud resolution process. The bank used intelligent decisioning to...contact cardholders via voice and SMS. Automated notifications and real-time verification reduced legitimate fraud cases by 25%. The bank saw a 46% drop in average cost per call and a 12% reduction in inbound fraud-related contacts. Customer satisfaction with the fraud experience reached 95%.
CSG helped a global payment network modernize its billing and data systems. The company unified over 40 data sources and... scaled to process 15 billion transactions weekly. Product releases increased from two to four times a year. The solution supported 20% annual growth for 15 years. CSG's modular platform improved invoice reconciliation and enabled new payment strategies.
One of the largest banks in the U.S.
- Banking
- Very Large
USA
CSG helped one of the largest U. S. banks cut legitimate fraud cases by 25%. The bank used real-time alerts...across voice and SMS to reach cardholders fast. Automated notifications and intelligent risk assessment let agents focus on real threats. The program reduced average cost per call by 46% and inbound fraud contacts by 12%. Customer satisfaction with the fraud experience reached 95%.
A leading U.K. financial institution
- Banking
- Large
UK
CSG Xponent helped a leading U. K. bank increase click-through rates by 260%. The bank used journey orchestration and AdTech...integration to target site visitors interested in switching accounts. By syncing real-time data to a DMP, they improved paid media targeting and segmentation. Paid media performance improved tenfold. The solution went live in just one week.
Standard Bank Group moved to an MVNO model to improve customer relationships. They migrated to the cloud to cut costs,... scale faster, and launch services quickly. The bank focused on delivering better customer experiences to boost loyalty and engagement. Strategic partnerships and platform diversification were key to their growth. The transition helped them prepare for future business needs.
Mecklenburg County
- Government Administration
- Large
Charlotte, USA
CSG Forte helped Mecklenburg County modernize tax payment processing. Residents can now pay taxes in the office, online, by phone,... in the field, or at kiosks. This reduced wait times and improved convenience for 1.2 million residents. Kiosk payments grew by 11%, collecting over $1 million. Staff now spend less time on simple payments and more on complex tasks. Security and compliance improved with PCI-compliant solutions and fraud monitoring.
Lucas County Treasury
- Government Administration
- Medium
Toledo, USA
CSG Forte helped Lucas County Treasury modernize tax payment acceptance. Before, payments were only accepted by mail or in person,... with high fees and manual data entry. After switching to CSG Forte, taxpayers could pay online, by phone, or in person using secure, EMV-compliant options. The county saw a 283% increase in processed transactions from 2012 to 2017. Complaints about fees dropped, and posting issues decreased.
City of Kinston
- Government Administration
- Medium
Kinston, USA
CSG Forte helped the city of Kinston add online and phone payment options for utility bills. Before, residents could only... pay by phone or at a kiosk, and other departments could not accept payments. With CSG Forte, Kinston integrated online payments and IVR, making it easier for customers to pay. Staff spent less time handling cash and checks. Kinston saw a 41.4% increase in transactions in one year, reaching nearly 40,000 in 2017. Customers gave positive feedback on the new payment system.
Large U.S. state agency
- Government Administration
- Very Large
USA
CSG Xponent helped a large U. S. state agency improve access to Medicaid, CHIP, and SNAP. The agency used integrated...print and digital communications to send over 30 million messages each year. Applicants received timely updates and reminders by email and SMS, making it easier to complete forms and track application status. The solution achieved a 98.6% delivery rate and went live in less than four months. The agency reduced manual follow-up and made the benefits process faster and simpler.
A state health and human services department
- Government Administration
- Large
A state health and human services department faced a surge in Medicaid, CHIP, and SNAP applications. The agency used CSG... Xponent to streamline the application process. They adopted omnichannel communications to reach more people. Personalized notifications and real-time updates kept applicants informed. The solution helped the agency serve citizens more efficiently.
A leading North American financial services provider
- Financial Services
- Very Large
CSG Xponent helped a major North American financial services provider integrate data from over 30 sources. The company processed 167... million records daily to get a full view of each customer. This let them personalize communications across email, SMS, and phone. As a result, they captured 10% more payments and saw a 5% increase in 7-day payment rates. The solution reduced payment delays and improved customer engagement.
A world-leading payment processor
- Financial Services
- Very Large
CSG helped a world-leading payment processor cut operational costs. The company used CSG’s billing and revenue management solutions. They streamlined... billing processes and improved compliance. The solution made billing simpler and more efficient. This led to lower costs for the business.
A leading North American financial services provider
- Financial Services
- Very Large
USA
CSG Xponent helped a major North American financial services provider unify data from over 30 sources. The provider processed 167... million records daily to get a 360-degree view of each customer. This enabled personalized, omnichannel communications for collections and payment reminders. As a result, they captured 10% more payments and saw a 5% increase in 7-day payment rates. The solution reduced payment delays and improved customer engagement.
A leading tolling system integrator
- Transportation/Trucking/Railroad
- Medium
USA
CSG's automated QA solution helped a leading tolling system integrator audit 100% of invoices in real time. The provider processed... over 2 million documents in six months. They reduced the issue rate to less than 0.75% across 156 million audit checkpoints. Teams now review 33,000 invoices daily with automation. Manual workload dropped, error visibility improved, and customer trust increased.
A leading tolling system integrator
- Transportation/Trucking/Railroad
- Medium
USA
CSG’s intelligent quality assurance solution helped a leading tolling system integrator audit 100% of invoices in real time. The provider processed... over 2 million documents in six months, reviewing 33,000 invoices daily. Manual QA was slow and missed errors, causing customer disputes and rework. Automated QA flagged discrepancies before invoices reached customers, reducing errors and manual review time. Teams now focus on higher-value tasks and have better error visibility.
Retail Case Studies and Customer Success Stories with CSG
Leading U.S. grocery chain
- Retail
- Very Large
USA
CSG Xponent helped a leading U. S. grocery chain improve email marketing. The chain processed 100 million email decisions daily....They reduced email volume by 40%. The solution drove $2–3 million in extra monthly revenue. The platform used customer behavior to personalize and suppress messages. The chain tracked email impact on both store and online orders.
CSG Xponent helped a major U. S. retail pharmacy chain boost prescription refills. The pharmacy used automated voice reminders and...self-service IVR to reach patients. Real-time checks reduced invalid and duplicate refill requests. The program delivered a 627% return over monthly costs. Over 43% of live-answer calls led to a refill, with 30 million outbound and 500,000+ inbound calls each month.
Utilities Case Studies and Customer Success Stories with CSG
Carolina Software (WasteWORKS)
- Utilities
- Small
Wilmington, USA
CSG Forte helped WasteWORKS deliver secure, flexible payment solutions for solid waste facilities. WasteWORKS needed online bill pay, in-person card... acceptance, and service fee management. CSG Forte provided seamless integration and strong support. Facilities now process payments faster and more securely. The partnership improved customer experiences across the country.
CSG Forte’s payments platform helped Hall's Culligan Water fix billing and collections. The company used Account Updater to automatically update... stored payment info. This cut manual work and stopped lost revenue from declined cards. In one month, they processed $258,000 more in payments. Successful collections went up by 3%. Over 4,000 cardholder updates were completed without staff effort.
Insurance Case Studies and Customer Success Stories with CSG
U.S. Property & Casualty Insurer
- Insurance
- Very Large
USA
CSG helped a leading U. S. property and casualty insurer improve outbound call accuracy. The insurer faced spam-flagged calls, risking...lost customers and revenue. CSG registered outbound numbers and enhanced number recognition for compliance. The insurer launched 30+ targeted campaigns, including urgent coverage notifications. Results included a 10% increase in contact accuracy and $70–100M in annual revenue retained.
A top U.S. property and casualty insurance provider
- Insurance
- Very Large
USA
CSG helped a leading U. S. property and casualty insurer improve outbound call accuracy. The insurer faced calls being marked...as spam, risking lost customers and revenue. CSG registered outbound numbers with carriers and improved number recognition. This led to a 10% increase in contact accuracy and $70–100M in annual revenue retained. The insurer launched 30+ targeted campaigns in just 10 days, reducing churn and reaching more members.
Real Estate Case Studies and Customer Success Stories with CSG
Rentec Direct
- Real Estate
- Small
Grants Pass, USA
CSG Forte helped Rentec Direct reduce late payments for landlords and property managers. Rentec integrated CSG Forte’s ACH and credit... card payment tools in just three weeks. The automated sign-up process cut onboarding from two weeks to two hours. Rentec’s recurring payment system led to only 1% late payments, compared to 22% for non-users. Rentec saw an average revenue growth of 98%.
CSG Forte helped Gordon James Realty automate payment processing. The firm used to handle payments manually, which took a lot... of time. With CSG Forte, they now process payments electronically and track them easily. The platform’s reporting tools give clear financial insights. Security features keep transactions safe. The new system reduced manual work and improved client satisfaction.
Consumer Goods Case Studies and Customer Success Stories with CSG
A leading consumer brand in Japan
- Consumer Goods
- Very Large
Japan
CSG Xponent helped a top Japanese consumer brand improve onboarding for a new product line. The brand used CSG to... send over 1 billion targeted customer communications and followed up on 31 million cart abandonments. CSG Xponent chose the best channel for each customer, using email and LINE, and stopped sending messages for steps already finished. This made onboarding faster and more relevant. The brand registered 1.5 million devices and now runs 14 million smart interactions each week.
APAC baby-products brand
- Consumer Goods
- Medium
CSG Xponent helped an APAC baby-products brand boost repeat engagement. The brand struggled to keep users returning after their first... sign-up. Using Xponent, they tracked visitors and personalized web content for each family’s stage. The site adapted content based on user behavior and preferences. Over 30,000 visitors registered in the first 8 weeks. Journeys lasted from 1 day to over 3 years.
Entertainment Case Studies and Customer Success Stories with CSG
Leading Asian SVOD provider
- Entertainment
- Large
CSG Ascendon helped a leading Asian SVOD provider launch an immersive digital content experience. The provider reached over 1.4 million... subscribers in less than six months. The cloud-native solution enabled fast deployment and digital monetization. The case highlights rapid growth in the streaming market. CSG Ascendon supported a seamless SVOD rollout for millions of users.
Major U.S. health system
- Hospital & Health Care
- Very Large
USA
CSG Xponent helped a major U. S. health system cut no-show rates by 8.5%. The system used automated appointment reminders...across SMS and email. Personalized messages matched patient preferences and behaviors. Confirmation rates rose by 60%. The health system saw a $5 million annual revenue impact across 125 clinics. Results appeared within 120 days of launch.
A major EHR provider
- Health, Wellness And Fitness
- Large
USA
CSG helped a major EHR provider improve patient engagement with real-time communications. The company needed scalable, HIPAA-compliant appointment reminders and... fast, reliable OTP authentication. CSG delivered IVR for appointment management, achieving an 89.5% success rate for reminder calls. SMS OTPs now reach patients in under 1.2 seconds, beating industry benchmarks. Real-time analytics help refine outreach and keep patient access secure and easy.
Buildium
- Information Technology And Services
- Medium
Boston, USA
CSG Forte helped Buildium integrate ACH and credit card payment solutions. Buildium needed to process high-value rent payments for property... managers. The ACH solution was live within hours and reduced high percentage fees. Buildium saw nearly 40% year-over-year revenue growth and 35% growth in transactions. The partnership provided fast support and easy payment processing for users.
Other Industry Case Studies and Success Stories with CSG
Global Tech Leader
- Retail, Software
- Very Large
CSG Xponent helped a global tech leader cut calls to live agents by 43%. The company used AI-powered call routing... to reduce misrouted calls by 30%. Customer self-service improved by 42%. The solution went live in just 10 weeks. It now supports 46 languages across systems. The company delivers faster, more accurate support with fewer transfers.
CSG Helps Businesses Cut Fraud Losses by Up to 70% with CSG Payments Protection.ai - 01net
CSG launched Payments Protection. ai, an AI-powered fraud detection solution that reduces fraud losses by 50-70%. It offers near-real-time, cross-channel...transaction monitoring, minimizing false positives and customer friction. The cloud-based platform adapts to evolving fraud patterns and is deployable in various environments, enhancing fraud protection for complex industries like healthcare and telecoms.
CSG has announced a multi-year contract renewal with DISH Network, extending their partnership through 2030. CSG will continue to provide... billing and payment services, leveraging its SaaS platform to enhance DISH's customer service capabilities. This renewal underscores CSG's role in supporting DISH's evolution from satellite pioneer to connectivity leader.
CSG Announces Contract Renewal with DISH Network - Yahoo Finance
CSG has announced a multi-year contract renewal with DISH Network, extending their collaboration through 2030. CSG will continue to provide... its SaaS platform for billing, customer care, and business optimization, supporting DISH in delivering enhanced customer experiences and operational agility.
