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 Low contact rates, outdated message timing, and clunky payment paths meant lost revenue and rising frustration.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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