Bright House Networks has completed the first phase of a large-scale, multi-phase BSS and customer experience transformation program.
Waltham, MA — January 20, 2015 —
Netcracker Technology announced today that Bright House Networks has completed the first phase of a large-scale, multi-phase BSS and customer experience transformation program. This program encompasses billing system consolidation and replacement, new CRM and e-commerce implementations, as well as a large managed services relationship.
Bright House Networks is among the leading multi-channel video service and cable Internet providers in the United States. It provides pay-TV, high-speed data, Ethernet and voice services to residential and commercial customers.
Bright House Networks undertook this major BSS and e-commerce transformation to continue delivering outstanding operational results and excellent customer experience. The primary focus of the program was on implementing:
- Integrated billing, CRM and e-commerce capabilities that could standardize its customer experience across markets, improve sales, reduce agent training time and enable continuous business improvement
- A migration program that would consolidate its legacy billing environment onto a single platform
- A flexible operational model that would streamline operations, reduce costs and accelerate time-to-market for new consumer and SMB offerings
“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 Phase 1, Netcracker worked with Bright House Networks to consolidate third-party legacy billing systems across six markets onto the Netcracker Revenue Management solution. 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 program 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 an industry-leading 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.”