NetCracker Technology has revealed that Suddenlink Communications will implement NetCracker’s Customer Management and CRM solution with intentions to accelerate ordering and problem resolution, improve customer service efficiency, reduce training cost and effort, and minimise overall “time to serve,” in order to increase customer satisfaction.
Suddenlink is a cable TV and broadband provider in the US with approximately 1.4 million consumer customers, and thousands of commercial customers, across Arkansas, Louisiana, North Carolina, Oklahoma, Texas, and West Virginia. The company offers combinations of high speed Internet, voice, HDTV, online video, and home security services.
NetCracker is the primary hosted billing solution provider for Suddenlink and will now expand its relationship by implementing its web-based Customer Management and CRM solution for the operator to facilitate a broad range of CSR functions.
“We’re constantly looking for ways to both improve the customer experience and reduce costs,” said Bob Putnam, Senior Vice President and Chief Information Officer at Suddenlink. “We’re excited to work with our partner NetCracker to help achieve these strategic goals.”