by Jordan Mulford | Sep 5, 2025 | Blog
When a global telecom provider approached us with a critical challenge, we immediately recognized the opportunity to transform a tight deadline into a powerful catalyst for success. With high expectations and a limited timeframe, we crafted a strategy that not only addressed their immediate needs but also set the stage for long-term impact. Here’s how we turned pressure into progress and delivered exceptional results.
The company’s Early-Out Program (EOP) only gave them 51 days to connect with customers and collect payments. However, their previous strategy had gaps: limited contact attempts, low-engagement messaging, and underutilization of self-service tools. It wasn’t that customers didn’t want to pay, the process just wasn’t working for them.
CBE Customer Solutions stepped in as a guide to rethink the approach and help make every contact count.
A Tight Window, Missed Connections
A narrow 51-day collection window left little room for error. The client’s outreach strategy wasn’t reaching enough people, and when it did, the messaging often failed to drive action. Low contact rates, outdated message timing, and clunky payment paths meant lost revenue and rising frustration. They needed a partner who could redesign the experience quickly and make it easy for customers to resolve their accounts.
Designing a Smarter Customer Journey
Our team worked closely with the client to implement three strategic changes:
- Timed voicemail drops between days 14-30 to improve early engagement
- A reminder email sent on day 35 to reinforce urgency without overwhelming the customer
- Revised SMS messages with a direct, streamlined link to the payment portal
Every change was made with the customer journey in mind. The goal? Fewer barriers. Faster action.
The Impact: Simpler Process, Bigger Results
This simple but intentional plan made a measurable difference:
- Revenue increased 8.5% in year-over-year Q4 performance
- Right-party contacts improved 11.1% month over month
- Monthly payments rose 7.8%, primarily driven by better self-service adoption
Customer-First Changes That Drive Performance
Small changes can make a big impact when they’re made with the customer in mind. By refining timing, messaging, and access points, we helped a major provider transform their recovery process into a smoother, more customer-friendly experience.
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by Jordan Mulford | Sep 4, 2025 | Blog, Government
In the public sector, customer experience looks different. Every interaction must balance efficiency with government compliance because in this space, trust and accountability aren’t optional, they’re required. Citizens expect clarity and timely responses, but government agencies must also protect sensitive data and meet strict regulatory requirements at every step.
The Hidden Risk of Getting It Wrong
When compliance isn’t prioritized, agencies don’t just risk fines or penalties, they risk losing the confidence of the very citizens they serve. A single misstep can lead to public scrutiny, reputational damage, and lasting distrust. In government service, the stakes couldn’t be higher.
The CBE Approach: Compliance First, CX Always
CBE Customer Solutions has decades of experience supporting highly regulated industries, and we bring that same discipline to the public sector. We align every touchpoint with the regulatory standards agencies must uphold, while ensuring that citizens receive the respect, empathy, and responsiveness they deserve.
Here’s how we do it:
- Secure Processes: From data handling to agent training, every step meets or exceeds compliance requirements.
- Culture-Matched Support: Our teams are trained to represent the professionalism and accountability expected in public service.
- Flexible Scalability: Whether serving during peak demand or steady-state, we adapt without sacrificing compliance or quality.
- CX with Integrity: Citizens aren’t just getting answers; they’re experiencing confidence in their government.
Trust at Scale
When agencies partner with CBE, they don’t have to choose between compliance and customer experience. They can deliver both consistently, transparently, and at scale. The result is a service that builds user confidence, safeguards reputations, and proves that the government can deliver CX as strong as the private sector.
Public trust is earned through every interaction. With CBE Customer Solutions as your partner, agencies gain more than compliant processes, they gain a CX framework designed for today’s standards and tomorrow’s expectations.
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by Jordan Mulford | Sep 2, 2025 | Blog, Utilities
Every year, storm season puts utilities to the test. Severe weather brings down power lines, disrupts service, and leaves customers anxious for updates. For utilities providers, the calls, messages, and service requests come all at once creating overwhelming demand at the very moment customers need reassurance most.
Service Under Pressure
When the lights go out, customer trust is on the line. If calls go unanswered, updates aren’t timely, or wait times drag on, frustration grows quickly. In storm season, minutes matter. Without a strong plan for utility storm response, utilities risk losing not just customer satisfaction, but long-term confidence in their ability to deliver.
Surge-Ready Support from CBE Customer Solutions
At CBE Customer Solutions, we know storms bring more than fallen branches, they bring a surge in customer needs. That’s why we help utility companies prepare with flexible, scalable support designed for crisis situations.
From CX surge utilities staffing to around-the-clock call handling, our teams provide the calm, reliable voice your customers need during uncertainty. We don’t just answer phones; we restore peace of mind.
Build Resilience Before the Storm
- Scalable Teams: Expand support quickly when call volumes spike, without sacrificing quality.
- Storm-Smart Training: Agents prepared for high-stress scenarios deliver empathy and clarity when customers are under pressure.
- Omnichannel CX: Whether it’s phone, live chat, or digital updates, we meet customers where they are.
- Prepared for Seasonal Energy Demands: Beyond weather, we support utilities during peak usage times when customer needs are at their highest.
Confidence in Every Forecast
When storms hit, customers don’t just want answers, they want reassurance. With CBE Customer Solutions, utility companies can promise both. Our responsive, scalable approach means customers get the support they need, when they need it, and providers maintain trust even under the toughest conditions.
This isn’t just customer service. It’s about building resilience in the face of seasonal challenges and protecting the reputation utilities have worked hard to earn. With CBE Customer Solutions, utilities providers can turn crisis into confidence and ensure every customer feels supported – no matter what the forecast holds.
by Jordan Mulford | Aug 29, 2025 | Blog, EdTech
When a teacher walks into their classroom, they don’t just bring a lesson plan. They bring the responsibility of keeping students engaged and learning. But when classroom technology doesn’t cooperate, even the best plans can unravel. Waiting hours, or even days, for support is no longer acceptable. Teachers and students need help the moment they need it.
Every Minute Matters
In education, lost time is lost learning. A frozen device, a malfunctioning projector, or a locked-out login can derail an entire lesson. For students, it’s a missed opportunity to absorb knowledge. For teachers, it’s added stress and lost momentum. Without instant support, small problems can quickly escalate into major frustrations for both educators and families.
Real-Time Solutions from CBE Customer Solutions
CBE Customer Solutions understands the pace of the classroom. That’s why we provide classroom tech help that’s not just responsive, but immediate. Through live chat education support and real-time resolution channels, we empower teachers and students with quick, reliable assistance that keeps learning on track.
Our teams are trained in both technology troubleshooting and the unique needs of educational environments. That means solutions come with patience, clarity, and the urgency the classroom demands.
Support That Fits the School Day
- Always-On Access: Teachers and students can reach support when they need it, whether that’s before the bell rings, in the middle of a lesson, or during after-school study.
- Instant Resolutions: With real-time chat and voice support, problems are resolved on the spot, not queued for later.
- Education-Centered CX: Our agents are trained to understand the classroom environment, delivering solutions that are both fast and empathetic.
Confidence in Every Lesson
When educators know that help is only a quick click away, they can focus on what matters most: teaching. Students experience fewer interruptions, and schools build trust with families who can see a commitment to seamless learning experiences. This is more that troubleshooting, it’s about creating instant learning CX that keeps classrooms moving smoothly.
Education doesn’t pause for technical difficulties, and neither do we. With CBE Customer Solutions as your partner, schools can ensure every lesson begins and ends with confidence.
by Jordan Mulford | Aug 27, 2025 | Blog, FinTech
In fintech, speed and convenience are no longer differentiators, they’re expectations. What truly sets one fintech apart from another is trust. Customers want to know that their money, data, and interactions are protected, and they’re quick to abandon platforms that fail to deliver that confidence.
A single security breach, poor customer service exchange, or delayed resolution can undo years of brand-building. In today’s trust economy, user confidence is the currency that drives growth and retention.
Why Trust Breaks Down
Fintech customers live in a world where digital risks and competition are always a click away. Trust is fragile, and providers risk losing it when:
- Data breaches put personal and financial information at risk.
- Unclear communication during outages or disruptions leaves customers feeling ignored.
- Limited support availability erodes confidence when users need help fast.
- Compliance missteps attract regular scrutiny and customer backlash.
For customers who entrust fintechs with their most sensitive information, even small failures create big doubts.
What Customers Expect in the Trust Economy
When trust is on the line, fintech users demand more than technical safeguards. They expect:
- Transparency: Clear updates when issues arise and proactive outreach to prevent surprises.
- Security first: Visible steps that demonstrate data protection and regulatory compliance.
- Human Support: Access to trained agents who can resolve issues with speed and empathy.
- Proactive care: Anticipation of problems before they escalate into crises.
Meeting these expectations isn’t optional. It’s the foundation of sustainable growth.
How CBE Helps Fintechs Build User Confidence
At CBE Customer Solutions, we help fintech providers turn trust from a risk into a competitive advantage. By combining compliance driven practices with customer-first strategies, we ensure every interaction builds confidence.
Here’s how:
- Secure Fintech Support: Agents trained in financial regulations ensure that every conversation is compliant and secure.
- Proactive Communication: Real-time monitoring and outreach help address issues before users lose confidence.
- Omnichannel Availability: Whether through phone, chat, SMS, or digital channels, support is always available.
- Fraud Prevention Expertise: Specialized teams mitigate identity theft and account takeover risks.
- Human-centered Care: Empathetic agents deliver reassurance alongside resolution.
The Cost of Living vs. The Value of Earning It
Fintechs that fail to prioritize user confidence risk more than churn. They face reputational damage, regulatory fines, and loss of investor confidence. Conversely, those that embed secure, empathetic support into their customer journey can differentiate in a crowded market and win long-term loyalty. Trust doesn’t just protect your business, it grows it.
Ready to Strengthen Trust in Your Fintech?
CBE Customer Solutions helps fintechs deliver support that builds confidence, safeguards user data, and turns compliance into a relationship advantage.
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