In order to help new subscribers understand their first bills, Time Warner Cable has launched CSG’s SmartVideo platform in several of its markets.
CSG SmartVideo, which Time Warner Cable has implemented in New York City, Ohio, Nebraska, Texas, Los Angeles, and San Diego, sends invitations to new customers’ email addresses for videos that explain charges, discounts, and other pertinent information included in the monthly statement.
“Our goal is to offer proactive and personalized communications to all of our customers,” said Jason Barbrow, vice president of customer lifecycle management at Time Warner Cable. “Our strategic partnership with CSG has enabled us to invest in next-generation services and enrich the customer experience at the same time.”
Time Warner Cable plans on launching SmartVideo in additional markets throughout the Carolinas and the Northeast over the coming months.
CSG said each video offered personalized, concise explanations of the bill including the customer’s name, service descriptions, discrete product and service costs, prorated amounts, discounts, billing period, payment amount, due date, and more.
“CSG has a long history of partnering with clients to bring relevant and innovative solutions to market,” said Chad Dunavant, vice president of product management at CSG. “We are deeply committed to the seamless delivery of next-generation services to help clients offer a differentiated customer experience at lower operational costs and overhead.”
Time Warner Cable has used CSG’s customer care and billing platforms for 30 years.
