Bright House Networks and NetCracker have checked off the first phase of a large-scale BSS and customer experience upgrade off of their to-do list.
The project includes consolidating and replacing Bright House Networks’ billing system as well as new CRM and e-commerce implementations.
“After an extensive evaluation, Bright House Networks chose NetCracker because of the quality of its integrated solutions, ability to execute on large-scale transformations and customer focus in managed services,” said Jake Perlman, chief information officer at Bright House Networks. “The close alignment of our vision for time-to-market sensitive solutions that empower operational efficiencies and customer self-service was paramount in selecting NetCracker.”
In the first phase, NetCracker worked with Bright House Networks to consolidate third-party legacy billing systems across six markets onto the NetCracker Revenue Management platform. Bright House Networks also launched a new NetCracker residential CRM platform at the same time, making the migration easier for care and operational personnel.
The rest of the ongoing project will consist of implementing NetCracker’s CRM for businesses and NetCracker’s overall e-commerce suite to improve and standardize customer experience, enable sales, streamline operations and create a customer service and support environment across all of Bright House Networks sales and support channels.
“We are excited to enable such a large-scale transformation at Bright House Networks, helping it experience the full benefits associated with providing top-notch customer service,” said Sylvain Seignour, vice president of global sales at NetCracker. “This agreement highlights our commitment to the industry as well as the flexibility, reliability and scalability of our managed services offerings, billing solutions and customer experience platforms.”
In addition to Bright House Networks, NetCracker’s customer roster also includes Suddenlink Communications, Cox Communications, AT&T, Videotron, and Time Warner Cable.
