Suddenlink Deploys Cloud-Based NetCracker CRM Solution to Optimize Customer Experience
Oct 9, 2015
NetCracker Platform and Customer Experience Solution to Help Cable Operator Improve Customer Care and Retention
WALTHAM, MA — October 8, 2015 — NetCracker Technology announced today that Suddenlink Communications, among the largest cable broadband services providers in the United States, has deployed the NetCracker CRM solution which is seamlessly integrated with the NetCracker Revenue Management capabilities. The expanded BSS suite will help Suddenlink deliver a more comprehensive customer experience and optimize customer care, sales and marketing operations.
Suddenlink is the seventh largest cable operator in the United States, supporting the information, communication and entertainment demands of more than 1.5 million residential and commercial customers in Arkansas, Louisiana, North Carolina, Oklahoma, Texas, West Virginia and elsewhere.
Suddenlink has gone live with several NetCracker components as part of the engagement, including the NetCracker Framework, which hosts NetCracker’s Customer Information Management and Customer Care offerings. The CRM solution is rolled out to all Suddenlink call centers and is being used by sales, retention, customer care and technical support representatives to optimize customer interactions and eliminate swivel between multiple systems.
“Our past experience with NetCracker’s Revenue Management solution, combined with its proven track record for successfully delivering cutting-edge technologies, made selecting and ultimately implementing its innovative CRM offering the easy choice,” said Bob Putnam, Senior Vice President and CIO at Suddenlink. “We are pleased to experience the advantages of integrating our billing and customer management capabilities across a single cloud-based platform.”
“Implementing a fully integrated CRM and Revenue Management solution is critical for our initiatives to drive internal innovation and enhance customer care,” said Gibbs Jones, Senior Vice President Customer Experience at Suddenlink. “The benefits of using NetCracker’s solution, including enabling next-generation customer experience and improving business agility, will allow us to continue our leadership in the cable industry.”
The successful launch of NetCracker’s CRM solution will help Suddenlink reduce agent training, minimize order fallout, proactively identify and prevent human errors and reduce average call handling times across its call centers. Combined, these new capabilities will translate into greater customer experience and help Suddenlink improve order accuracy and customer care efficiency.
“Customer experience is critical in today’s evolving business world, which means handling incoming inquiries and solving problems faster is no longer a competitive advantage, but a necessity,” said Sylvain Seignour, Vice President of Global Sales at NetCracker. “We look forward to expanding our relationship with Suddenlink and helping it optimize one of the most critical areas of any business: customer experience.”
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