Cellular South uses Source Technologies' Bill Pay Kiosk to serve customers and save money

Cellular South chose Source Technologies' self-service kiosks because...

• Source Technologies' kiosks enable customers to manage their own bill payment transactions, eliminating long lines
• Employees are able to focus on sales and customer service, providing higher-value services to customers
• concourse kiosks streamline their transaction process, increase productivity and save money

About the Customer

In business for more than 18 years, Cellular South is the largest privately held wireless provider in the U.S. With 75 retail locations, the company, headquartered in Jackson, Mississippi, is licensed to provide wireless services to over 5 million people in West Tennessee, Mississippi, Coastal Alabama and the Florida Panhandle. Cellular South was recently honored with the 2005 Wireless Week Excellence Award, 2006 Newcomen Award, 2006 Mississippi Better Business Bureau Integrity Award and a concurrent resolution from the Mississippi Legislature commending the executives and employees of Cellular South for the company's extraordinary efforts in the wake of hurricane Katrina.

What We Found

Surprised by the amount of foot traffic dedicated to paying bills, Cellular South found its customers waiting in long lines and its sales representatives consumed with processing payments. As a result, sales representatives could not effectively service customers who were in the store to purchase an accessory, upgrade, or activate service. Cellular South set out in search of a solution that would automate the bill payment process, thus decreasing the number of counter payments and cutting consumer transaction times.

ST Solution

Cellular South deployed Source Technologies' concourse™ 5-series kiosks for self-service bill payment  in each retail location. The kiosks incorporate a touch screen, bill acceptor, card reader, check reader and receipt printer. This self-service solution has streamlined the company's financial transaction process, applying real-time payments from customers made in the forms of cash, credit card, and check.

In addition to satisfying the need for an automated payment system, this solution has improved the customer experience by eliminating bill payment wait times and reducing the average customer interaction time to less than one minute. The kiosks have been so successful and well-received by Cellular South's customers that there are now additional kiosks installed in many of their locations.

By enabling customers to pay their bills with little or no assistance from sales representatives, Cellular South has maximized retail staff utilization and has increased the quality of service provided to customers. Sales representatives are able to focus more on future sales and marketing opportunities. With this solution, Cellular South provides customers with a faster, more efficient process, while saving the company time and money.