Suddenlink Communications, the seventh largest cable operator in the United States, has deployed the NetCracker CRM solution to deliver a more comprehensive customer experience and optimize customer care, sales and marketing operations. The expanded BSS suite is seamlessly integrated with the Netcracker Revenue Management capabilities.
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.
According to NetCracker, the launch of its new 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.
Gibbs Jones, Senior Vice President Customer Experience at Suddenlink
Implementing a fully integrated CRM and Revenue Management solution is critical for our initiatives to drive internal innovation and enhance customer care.
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.
