Case Study: Charter Communications standardizes billing & CRM to cut costs and improve customer experience with NetCracker

Charter Extends Billing and CRM Relationship

Charter Communications, the second-largest cable operator in the U.S. under the Spectrum brand and serving over 25 million customers, needed to standardize and simplify core customer-facing services and processes after its 2016 acquisitions of Time Warner Cable and Bright House Networks. The company required a consolidated billing and CRM platform to manage a larger, more complex customer base and meet growing demand for digital, multiservice offerings.

Charter renewed a multiyear BSS and professional-services agreement with Netcracker to continue using its Revenue Management and CRM solution for ordering, billing and customer management for about half of its expanded customer base. The extended partnership aims to reduce operating costs, support complex digital services and standardize customer processes—improving operational efficiency and the overall customer experience.

Charter Communications

Mike Ciszek

Senior Vice President of Billing Operations