CableSouth Media3 has expanded their relationship with NetCracker to implement an innovative Web self-care application, in addition to continuing to support billing operations. NetCracker will help CableSouth Media3 implement a cutting-edge Web self-care application with electronic bill presentment and payment options to reduce the number of incoming calls directed at CSRs and improve overall customer experience.
CableSouth Media3 is a leading cable operator in the United States, delivering triple-play services, including pay TV, voice and broadband Internet access to residential and business customers across Arkansas, Louisiana and Mississippi.
NetCracker’s fully hosted Customer and Revenue Management solution provides the foundation for CableSouth Media3’s billing operations, enabling innovative ordering, billing, provisioning and operations management capabilities while reducing overhead through a hosted managed services model. As part of this expanded partnership, NetCracker will help the cable operator implement an innovative Web self-care application with electronic bill presentment and payment options to reduce the number of incoming calls directed at customer service representatives (CSRs) and improve overall customer experience.
“Our expansion with NetCracker was driven by the success we’ve already experienced with its fully hosted order-to-cash solution as well as the opportunity to fundamentally transform our customers’ experience through an innovative self-service portal,” said Greg Lathum, Chief Operating Officer at CableSouth Media3. “We are excited to empower our customers with more capabilities and deliver the experience they expect from a leading U.S. cable operator.”
The Web self-care application will enable CableSouth Media3 to provide its customers with the ability to perform standard customer care functions such as bill viewing and payment processing through their personal computing device. This will simplify customer service and enable CableSouth Media3 CSRs to prioritize more complex queries to improve loyalty and reduce churn.
“Delivering superior customer experience has become one of the primary differentiators between leading cable operators and their competitors,” said Rohit Aggarwal, Vice President of Sales at NetCracker. “Our expansion with CableSouth Media3 validates this trend and highlights how NetCracker’s solutions can help operators provide the customer experience they need to improve loyalty.”