Retail Credit Provider Quickens Time to Payment with Insight-Driven Communications
A financial services provider gained a 360-degree view of the customer across channels—then used it to capture more payments, more quickly. Find out how.
Summary
The customer
A leading North American financial services provider serving over 80 million customers across retail credit and lending products.
The challenge
The provider’s customer data was siloed across email, SMS, phone calls, account systems and marketing platforms. This fragmentation made it difficult to understand customer behavior and deliver consistent, relevant communications. As a result, engagement suffered, operational costs rose and payment delays became more frequent.
The solution
Using CSG Xponent, the provider unified data from more than 30 sources—processing 167 million records daily. This included servicing emails, call center logs, account status, fraud alerts, survey feedback and marketing engagement. With a 360-degree view of each customer, the provider orchestrated omnichannel journeys for onboarding, collections and payment reminders. Communications were personalized and timed to reduce friction and drive faster action.
