Bright House Networks has deployed NetCracker’s eCommerce and CRM solutions to enhance the customer experience and deliver greater personalisation through more effective and automated customer engagements.As the sixth-largest cable MSO in the United States, Bright House Networks is providing simplicity and personalisation 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).
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 maximise efficiency and customer experience.
“Delivering a superior customer experience is one of our most important objectives. By deploying eCommerce and CRM platforms, we can take a new approach to improve efficiency while personalizing interactions with prospective and existing customers,” said Jake Perlman, the CIO of 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 catalogue 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 minimises 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, the vice president of 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.”
