Bright House Networks has completed the first phase of a large-scale, multi-phase BSS and customer experience transformation program with support from NetCracker Technology.
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 provides pay-TV, high-speed data, Ethernet and voice services to residential and commercial customers in the US.
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.
Another focus is a migration program that would consolidate its legacy billing environment onto a single platform.
Third is a flexible operational model that would streamline operations, reduce costs and accelerate time-to-market for new consumer and SMB offerings.
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, making the migration easier for care and operational personnel.