Bright House Networks

Bright House Networks

dublcomma

I like working with Levementum beacuse they don't tell me that someting can't be done. had the ability to tie it all together: the call center, the website, the ERP, and bring it all into one. They spoke our language. The turnaround time, and the pricing and it worked really well for us.

Alex Ferrel, CRM Projects Supervisor, Comtech EF Data

Robust CRM With Operational Processes Under One Tent

Faster Time-to-Bill, Leading to Expansion

Brighthouse Networks-min
Bright House Networks is the sixth largest owner and operator of cable systems in the U.S. and the second largest in Florida with technologically advanced systems located in five states including Florida, Alabama, Indiana, Michigan and California.

Bright House Networks serves approximately 2.5 million customers who subscribe to one or more of its video, high-speed data, home security and automation and voice services. The company also offers a portfolio of customizable, cutting-edge business solutions spanning Internet, MEF-certified Metro Ethernet, WiFi, security, telephony, and video. Bright House Media Strategies, the advertising arm of Bright House Networks, offers businesses advanced targeted advertising solutions. Bright House Networks also owns and operates exclusive local news and sports channels in its Florida markets.

Challenge

  • Needed a robust CRM for its sales, construction, and engineering groups to support the expansion of its broadband services, previously tracked in disparate systems
  • For new customers, Brighthouse had to manage construction, engineering, network equipment deployment, and other field processes to ensure installations were done on time
  • When valuing new customers, Brighthouse needed to assess the ROI of the customer in the form of IRR and payback periods before proceeding with construction work

Solution

  • Enterprise level CRM software solution l Integration to Avaya to support call center efficiency
  • Location, construction, service, and equipment provisioning modules were created to support a very specific industry workflow
  • More than 100,000 records were migrated to ensure accurate, current customer information
  • Customized end user training was provided by Levementum to ensure high user adoption

Results

  • Brighthouse was able to bring all of these operational processes under one application tent
  • All teams were able to view the status and progress of network services and installations
  • Time to complete SLA’s improved — resulting in faster time to bill new customers
  • Use has now expanded to multiple regional divisions — creating even higher ROI