NetCracker Technology announced that Suddenlink Communications will implement NetCracker’s Customer Management and CRM solution to accelerate ordering and problem resolution, improve customer service efficiency, reduce training cost and effort, and minimize overall “time to serve,” in order to increase customer satisfaction.
Suddenlink is a top 10 cable TV and broadband provider in the United States 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. It will present an enhanced, guided process to improve the sales process, minimize or eliminate errors that can lead to order fallout, and reduce average call handling time.