Case Study: How a Telecom Company Reduced Call Volume by 45% and Improved Customer Ratings

Telecom Case Study

Since signing on with Paymentus, Shentel has experienced dramatic improvements in its operations and a significant increase in its customer experience and satisfaction scores.

Read the case study to learn how:

  • Paymentus helped Shentel drive adoption of more automated payment methods, resulting in a 6x increase in auto payments and a 45% reduction in subscriber payment calls
  • Modern customers gladly adopted alternative payment options, including PayPal, Venmo, PayPal Credit and Walmart Pay, which now account for over 9% of all fiber customer’s payments
  • Shentel’s Net Promoter Score (NPS) increased from a negative 3.2% to a positive 39.7% after transitioning to Paymentus Instant Payment Network