Bright House Networks provides television, Internet access, and voice services to residential and business customers in the U.S. It currently stands as the sixth largest multiple-service provider in the nation, so it has a multitude of engagements with customers it must handle every day.
To streamline the process of client engagement, Bright House recently reported, it has chosen to begin using the NetCracker (News - Alert) Technology e-commerce and customer relationship management (CRM) software packages. Jake Perlman, the chief information officer at Bright House, noted that the addition of NetCracker’s applications should nest smoothly alongside his telecom’s legacy programs while still providing the boost the company needs to better serve its customers.
“Delivering a superior customer experience is one of our most important objectives. By deploying e-commerce and CRM platforms, we can take a new approach to improve efficiency while personalizing interactions with prospective and existing customers,” Perlman said. “NetCracker (News - Alert) 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.”
It appears that Bright House primarily has its small and midsize business customers in mind when considering how the CRM application work work best. That NetCracker platform begins by containing all customer information within its database. Those collected names and contact info then begin to serve sales and marketing teams by automatically assigning leads to team members. Managers can then get a complete view of the efficiency of company sales efforts by looking at analytics within the program’s dashboard.
The e-commerce side of things is expected to give residential and business customers better access to the entire Bright House line of products. All television, Internet, and voice services, individually and in bundles, will be presented online with any current promotions they may carry. Customers can view all the options of those bundles and make purchases when they see fit. The e-commerce platform means to handle purchases in such a way that it could eliminate the need for Bright House agents to call customers to confirm any details of their purchases.
In the end, the NetCracker software could improve the efficiency with which agents handle business-related concerns and the manner in which customers order initial or supplementary services. Sales teams will have better access to leads while prospective members of the community can easily serve themselves and have network access in their homes and businesses without hassle.