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Suddenlink picks NetCracker for customer management

Wed, 01/15/2014 - 12:50pm
Mike Robuck

NetCracker Technology announced this morning that Suddenlink Communications has signed on to use its Customer Management and CRM platform.

NetCracker was already the primary hosted billing platform provider for Suddenlink, but NetCracker has expanded that relationship by installing its web-based Customer Management and CRM offering.

NetCracker’s Customer Management and CRM solution was designed 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.

“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.”

NetCracker said that Suddenlink’s customer service representatives would be able to accelerate ordering and issue resolution while concentrating on improved customer interactions and experiences. This guided process will make the CRM desktop easier for CSRs to learn and use, which in turn will reduce training time and cost for Suddenlink.

NetCracker’s customer roster includes Bright House Networks, Cox Communications, AT&T and Time Warner Cable.

Suddenlink is the nation’s seventh-largest cable operator, serving approximately 1.4 million residential and commercial customers primarily in Arkansas, Louisiana, North Carolina, Oklahoma, Texas, and West Virginia.

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