How Cosmiq Broadband Transformed Payments With Simple, Reliable SMS Billing
A BulkSMS.com Case Study

Cosmiq Broadband has a bold mission: bring fast, affordable fibre to families in low-income communities - people who’ve often been left behind in South Africa’s digital revolution. Their service was strong. Their pricing was fair. Their purpose was clear.

But one problem was quietly chipping away at their progress: customers weren’t paying on time, not because they didn’t want to, but because they weren’t seeing the invoices.

The Challenge: When Email Doesn’t Reach the People Who Need It Most

Most of Cosmiq’s customers are first-time fibre users. Many don’t have active email accounts, and those who do rarely check them. So when invoices and payment notices went out via email, they often disappeared into inboxes never opened.

This created a ripple effect: Payments were delayed, accounts were suspended, the admin team spent hours chasing customers who never realised payments were due, and churn began to increase. The problem wasn’t willingness - it was awareness.

Cosmiq wanted to simplify the process for their customers and reduce the unnecessary pressure on their internal teams.

The Turning Point: Meeting Customers Where They Already Are

Instead of trying to change customer behaviour, Cosmiq decided to meet customers on a channel they already trusted and used every day: SMS.

With BulkSMS integrated directly into their Splynx billing platform, the entire experience became seamless:

• Automated billing reminders now triggered straight from Splynx and landed instantly via SMS, without any manual intervention.
• Each SMS included a direct, clickable payment link, allowing customers to settle their bill with a single tap.
• Communication shifted to a channel the customer base was already fluent in - simple, familiar, accessible.

Almost overnight, the billing experience transformed from confusing to intuitive.

The Results: Simple Change, Big Impact

The impact of switching to SMS-based billing wasn’t subtle - it was unmistakable.

For the first time, every customer received their billing notifications, removing the uncertainty caused by missed or inactive email accounts. Customers also found the new process easier: instead of navigating email inboxes or logging into portals, they could now open a message and pay immediately.

Internally, the Cosmiq team felt the difference too. The familiar cycle of chasing unpaid accounts shrank dramatically, freeing up hours of admin time. And with fewer suspended lines and frustrated users, overall customer satisfaction improved - strengthening retention in the process.

A single shift in communication created a ripple of operational improvements: clearer communication, smoother payments, lighter admin load, and happier customers.

Cosmiq Broadband didn’t just fix a billing issue - they removed a barrier between their customers and the service they rely on, using a simple, powerful tool they already had access to: SMS.