Cox Communications uses Source Technologies' Bill Pay Kiosk to serve customers and save money

Cox Communications chose Source Technologies' BillPay kiosks because...

• They produce a faster, more efficient process
• The solution eliminates long lines, accepting real-time payments from customers in the form of cash credit card, or check
• It allows them to provide quality customer service and increase retail staff utilization

About the Customer

Cox Communications, the fifth largest U.S. cable provider, is a Fortune 500 Company, serving more than 6.3 million customers nationwide, offering cable, local and long-distance phone services, high-speed Internet access, commercial voice and data services.

What We Found

Cable companies are considered utilities by state regulators, and like other utilities, must provide customers with a means to pay their bills in-person. Many of Cox's customers prefer to pay bills on-site the day they are due, creating several potential problems. Because the company cannot anticipate in-store traffic, customers are often forced to wait in long lines to pay bills. Customer service representatives, consumed by processing walk-in payments, are not able to properly service customers with service problems or those looking to change their subscriptions. Cox was discouraged by the limited customer payment options other kiosks offered. They needed a way to handle all types of payment with a system that was fast and convenient for the customer.

ST Solution

Cox deployed Source Technologies' turnkey kiosk-software solution, including the self-service kiosk and ST BillPay software, in each of their district offices. The kiosk incorporates a touch screen, bill acceptor, card reader, and check reader. ST BillPay controls the functions and devices in the kiosk, and accepts real-time payments from customers in the form of cash, credit card, or check. It also manages overpayments by applying the credit to the customer’s account.

In addition to satisfying the need for an automated payment system, the existing platform can support future Cox self-service initiatives, such as providing promotional information, and handling account changes or subscription upgrades. Using the kiosks for broader promotional purposes, Cox may eventually deploy them outside their stores, such as in shopping malls or co-marketed in other retailers' locations.

With this solution, Cox enabled customers to pay their bills with little or no assistance from customer service representatives and has improved customer service, increased retail staff utilization, and paved the way for future sales and marketing opportunities.