January 15, 2014 — WALTHAM, Mass.–(BUSINESS WIRE)–NetCracker Technology announced today that Suddenlink Communications will implement NetCracker’s Customer Management and CRM solution to accelerate ordering and problem resolution, improve customer service efficiency, reduce training cost and effort, and minimize overall “time to serve,” in order to increase customer satisfaction.
Suddenlink is a top 10 cable TV and broadband provider in the United States with approximately 1.4 million consumer customers, and thousands of commercial customers, across Arkansas, Louisiana, North Carolina, Oklahoma, Texas, and West Virginia. The company offers combinations of high speed Internet, voice, HDTV, online video, and home security services.
NetCracker is the primary hosted billing solution provider for Suddenlink and will now expand its relationship by implementing its web-based Customer Management and CRM solution for the operator to facilitate a broad range of CSR functions. It will present an enhanced, guided process to improve the sales process, minimize or eliminate errors that can lead to order fallout, and reduce average call handling time.
“We’re constantly looking for ways to both improve the customer experience and reduce costs,” said Bob Putnam, Senior Vice President and Chief Information Officer at Suddenlink. “We’re excited to work with our partner NetCracker to help achieve these strategic goals.”
Suddenlink’s customer service representatives will be able to accelerate ordering and issue resolution while concentrating on improved customer interactions and experiences. This guided process will make the CRM desktop easier for CSRs to learn and use, which in turn will reduce training time and cost for Suddenlink.
“Suddenlink is like many of our clients worldwide who face rising complexity and cost as they evolve to digital business models and enable more transactions and customer interactions,” said Sylvain Seignour, Vice President Americas and Europe at NetCracker. “We look forward to enabling Suddenlink to enhance its customer experience while reducing core operational costs and improving its ability to sell products and solve increasingly complex problems for customers.”
