CSG Systems, a provider of billing and customer interaction management offerings, said today that it has extended its business relationship with Cox Communications.
CSG, which has worked with Cox for more than 10 years, signed a new three-year contract with Cox that will run through Dec. 31, 2011.
As part of the agreement, CSG’s Output Solutions team will continue to print and mail statements for more than 6 million Cox customers nationwide. In addition, CSG will continue to produce customer letters and refund checks, along with providing Statement ImageView, which creates electronic statement images that Cox customer service representatives (CSRs) can use to view customer statements in the call center and allows consumers to view statements on the Cox Web site.
By providing online statements, CSG said Cox is also able to reduce the volume of inbound calls to its call centers, while simultaneously improving the service time for its online customers.
The statements will use CSG SmartColor, a color printing option from CSG. By working with CSG Systems, Cox will reach its customers with a newly designed, four-color statement for its bundled services, as well as its new wireless customer accounts.
“We realize that our customers have a choice of providers, so we take extra steps to provide the best customer care possible at every touch point,” said Mark Kaish, vice president of technology operation for Cox. “Working with CSG allows us to leverage the latest technology and design for our monthly statement. When you consider that the statement is the most consistent communication method we have with our customers, it becomes even more important to get it right.”
CSG worked with Cox to develop a new statement format, which was designed to make it easier for customers to understand and respond to requests for payments or invitations to try new services.