TMCnet News
Bright House Networks Deploys NetCracker CRM Solution to Enhance Customer Experience and Deliver Greater PersonalizationNetCracker Technology announced today that Bright House Networks has deployed NetCracker's (News - Alert) eCommerce and CRM solutions to enhance the customer experience and deliver greater personalization through more effective and automated customer engagements. As the sixth-largest cable MSO in the United States, Bright House Networks is providing simplicity and personalization with an eCommerce platform that enhances the ability for customers to self-manage their service requirements without the involvement of a customer support representative (CSR (News - Alert)). Bright House Networks provides digital TV, high-speed data, Ethernet and voice services to residential and commercial customers. By implementing a sophisticated CRM system fit for its small and medium business (SMB) customers, Bright House Networks' enhanced sales force automation, established a single view of incoming leads and opportunities and streamlined the sales and order fulfillment process to maximize efficiency and customer experience. "Delivering a superior customer experience is one of our most important objectives. By deploying eCommerceand CRM platforms, we can take a new approach to improve efficiency while personalizing interactions with prospective and existing customers," said Jake Perlman, CIO, Bright House Networks. "NetCracker has been a great partner in helping us transition to next-generation systems in a pragmatic way that gives us new features that don't require holistic change to our legacy platforms." Bright House Networks' eCommerce solution is comprised of NetCracker's Product, Customer and Lead Management offerings on top of the NetCracker framework. The eCommerce system's structured product catalog includes all of Bright House Networks' active residential triple-play services and enables the management of online-specific bundles, promotions and discounts. It also automates the process of integrating online purchases into the ordering system and minimizes the need for call-back. The SMB CRM solution, which consists of NetCracker's Order Entry, Customer Information, Product Information and Sales & Marketing Management offerings, improves sales process efficiency by automatically assigning leads, supporting 360-degree visibility into leads and providing guided sales process steps. The solution also leverages a comprehensive reporting platform and operational dashboards to provide Bright House Networks personnel with more insight into sales efficiency, allowing them to deliver a better experience. "We are thrilled to provide Bright House Networks with solutions and services that can enable the delivery of more personalized and simplified customer experience, which is in high demand in the cable market," said Sylvain Seignour, vice president, Global Sales, NetCracker. "We have been a partner with Bright House Networks for many years and we are happy to continue building this strategic relationship." For more information on NetCracker's solutions and services, please contact Juliet Shavit of SmartMark Communications at [email protected]. About NetCracker Technology NetCracker Technology, an NEC (News - Alert) company, is the proven partner for cable operators and CSPs in enabling product innovation and bringing IT and networks into the next generation. The end-to-end NetCracker 10 solutions and services portfolio brings together comprehensive business and operations management offerings, big data analytics, service and network orchestration and virtual functions management onto a single cloud-enabled platform. NetCracker's in-depth technical and operational expertise, wide range of professional services and unbroken track record for successful implementations enables operators of all sizes to deploy hybrid virtualized environments, establish end-to-end process visibility, introduce critical new revenue opportunities and deliver personalized customer experience. For more information about accelerating product and service delivery, optimizing customer experience management and bringing virtualization out of the lab and into production, please visit www.NetCracker.com.
View source version on businesswire.com: http://www.businesswire.com/news/home/20160208005156/en/ |
