Transforming wireless collections at scale for a major US carrier

Executive Overview

One of the largest wireless carriers in the United States partnered with Symend to transform their digital collections strategy. Over a 5-year partnership, the carrier has deployed SymendCure at massive scale, engaging 2.3 million customer journeys per month with AI-driven, behaviorally intelligent outreach.

The Challenge

The carrier faced increasing pressure to reduce write-offs while maintaining customer satisfaction in a highly competitive market. Traditional collections approaches were failing to engage customers effectively, and the scale of operations—millions of accounts—required a solution that could deliver personalized engagement at unprecedented volume.

The Solution

Symend deployed its behavioral science-driven platform to engage customers across email and SMS channels. The solution leverages:

• 2.3 million customer journeys per month across early and late-stage collections
• 16 million monthly outreaches with 98% email delivery rate
• AI-powered optimization of timing, channel, and messaging
• Continuous A/B testing to improve engagement and cure rates

The Results

The partnership has delivered measurable improvements in cure rates and customer engagement, with 10X ROI and +7 basis points cure rate improvement. The carrier continues to expand the program, demonstrating confidence in Symend's ability to deliver results at scale while preserving valuable customer relationships.