Bright House Networks has deployed NetCracker’s eCommerce and CRM solutions in order to enhance the customer experience and deliver increased personalization through more effective and automated customer engagements. The offerings will not only simplify customer management by allowing customers to self-manage their service requirements, but will also enable Bright House Networks to streamline their sales and order fulfillment process to maximize efficiency and customer experience.
As the sixth-largest cable MSO in the United States, Bright House Networks is providing simplicity and personalization 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 maximize efficiency and customer experience.