"SupportSoft's platform delivery a highly scalable solution which enables us to offer a superior level of customer service and support to our customers. World class customer service is one reason why out broadband business is one of the fastest growing in the nation."
The Company
Charter Communications®, a Fortune 500 and NASDAQ 100 company, is among the nation's largest broadband communications companies, currently serving some 6.7 million customers in 40 states. For its rapidly expanding broadband services, as in other highly competitive cable service categories today, customer satisfaction is the key to long-term success.
Did You Know?
Charter Communications, which began as a small company in 1993, is today a fortune 500 company. Passing 11.9 million homes in 40 states with 6.7 million customer relationships, it's the third-largest broadband communications company in the country.
The Need
Due to changing business conditions, Charter was faced with the challenge of immediately converting 140,000 broadband customers from a third party customer support provider to their own automated service solution - within a 45-day migration window. After that, customers were at risk of losing their connectivity and their email service, intensifying the need for a fast, foolproof solution that avoided customer frustration or the loss of customers altogether.
The Solution
To meet the growing demand for high-speed service and to ensure enhanced customer satisfaction levels for nearly 1.1 million Charter Pipeline® customers nationwide, Charter Communications chose to standardize on SupportSoft's Service Automation Suite™. This end-to-end customer service and support automation platform makes it easy and enjoyable for subscribers to do business with Charter, helping them to realize the full benefits of high-speed service. Approximately 350,000 subscribers visit Charter's self-service support portal per month.
