Why Chase Needs CSG: Powering the Future of Customer Experience
About the project
Chase, one of the world’s leading financial institutions, faces a common challenge shared by many large banks: high call volumes from customers confused about their billing statements. Each call represents additional cost, time, and strain on service teams.
To address this challenge, we partnered with CSG’s Product Marketing team to create a compelling explainer video. The goal was to demonstrate how CSG’s Bill Explainer solution can make bills easier to understand, reduce the number of customer support calls, and strengthen overall satisfaction.
Our role focused on creative direction and video production, ensuring the message was delivered with clarity, visual impact, and emotional resonance. By combining storytelling with design, we brought the value of CSG’s solution to life in a way that connects directly with Chase’s business needs.
Key Takeaway
For a brand like Chase, every touchpoint matters. Bill Explainer transforms bills from a source of frustration into a simple, positive experience that reflects Chase’s commitment to customer care.
Conclusions
This project highlights the critical role of clear, customer-focused communication in today’s financial services industry. By partnering with CSG, Chase has an opportunity to reduce costs, improve customer loyalty, and set a new benchmark for how billing should be experienced.
For us, this project reinforced the value of pairing creative direction with video production to explain complex solutions in a simple, engaging way. The end result is more than a video — it’s a story that resonates with customers and demonstrates the tangible business value of CSG’s offerings.
“We needed a way to show Chase the real impact of our solution in a way that felt personal and tangible. The video made a complex value proposition simple to understand and immediately relevant. It gave our sales team a powerful story to lead with, helping us highlight not just the potential savings in call centre costs, but also the positive experience we could create for their customers.”
Product Marketing Manager