Consumer Cellular, Inc. (CCI), one of the nation’s leading mobile virtual network operators (MVNO), always strives to deliver and improve customer service. As their business grew, they noticed that it was time for a billing platform update to handle the increased demand for their services.
To provide customers with the best experience possible, CCI knew they needed a platform that offered a user-friendly interface. Likewise, they wanted something that could offer multiple payment options. CCI also wanted to work with a local technology partner, which is when they turned to AltSource, a custom software development company in Portland.
AltSource’s first step was determining the different payment options and identifying the opportunities to improve the user experience. The goal was to prioritize improvements that reduced user frustrations and increased successful payments.
To make the payment process easier, AltSource’s team built seamless integrations between the billing platform and the phone systems, customer service department, customer portal, mobile app, equipment financing vendors, and collections agencies.
By building a more user-friendly interface and integrating all related systems, AltSource’s custom software solution increased CCI’s successful payment rate to industry-leading standards. Furthermore, the bulk of failed payments could now be handled without the need of calling customer service.