Old Ticketing System Affecting Customer Satisfaction
Suddenlink is an American telecommunications subsidiary of Altice USA, trading in cable television, broadband, IP telephony, home security, and advertising. Prior to its acquisition by Altice, the company was the seventh largest cable operator with 1.5 million residential and 90,000 business subscribers. On August 1, 2022, Suddenlink rebranded as Optimum.
As the seventh-largest cable operator in the US, Optimum’s success relied on delivering superior customer service to its 1.5 million residential and 90,000 business subscribers. However, their operations were critically undermined by an aging, homegrown ticketing system. The platform’s limited functionality and isolated data created a cascade of inefficiencies that frustrated both customers and support agents.
The company faced multiple technological roadblocks at that time. Resolution times across all support channels, including phone, email, and chat, were falling short of expectations, directly impacting customer satisfaction. Agents lacked visibility into sales and finance activities, preventing them from providing holistic support.
This disjointed customer journey, combined with a system that had been outgrown, made it impossible to deliver the high-quality service their subscribers deserved.
Building a Branded Self-Service Portal
Optimum required a complete operational overhaul to modernize its support function and build a foundation for an exceptional customer experience. They selected KMS Technology to architect and implement a comprehensive service solution that would streamline processes, unify data, and empower both agents and customers.
Together, we built a cohesive, high-performing support ecosystem with tangible, company-wide impact.
1. Streamlining Support with Salesforce Service Cloud
KMS worked side-by-side with Optimum’s operations team to deploy Salesforce Service Cloud as the organization’s central case management engine. By implementing advanced case routing rules, we ensured every inquiry reached the right agent, eliminating bottlenecks and reducing handoff times.
Automation went beyond ticket assignment to a full suite of workflow automations handling routine updates, escalations, and follow-ups, freeing agents to focus on complex issues. With the help of new routing rules and automations, agents closed cases faster with reduced manual effort, driving a 35% increase in productivity.
2. Empowering Customers with a Self-Service Portal
To radically reshape the customer journey, the KMS team designed and launched a personalized, user-friendly self-service portal built on Salesforce Experience Cloud. Now, customers can submit and track support tickets 24/7, view bills and payment history, and resolve common issues immediately.
The portal’s intuitive interface and searchable knowledge base enabled thousands of customers to find answers instantly, leading to a 15% drop in call volume. By putting power in the hands of the customer, Optimum earned higher satisfaction scores and saw engagement with self-service channels rise dramatically.
3. Building a 360-Degree Customer View with ERP Integration
Our team engineered a seamless, bi-directional integration with Optimum’s backend ERP system, connecting support, billing, and payment data inside Salesforce. This endowed agents with a complete view of every customer’s account, including recent transactions and outstanding balances, all within a single dashboard.
Payments made through the portal were automatically reflected in both systems, eliminating delays and errors. The full-circle visibility empowered agents to answer more questions on the first call, resolve billing inquiries instantly, and deliver service that felt truly personalized.
Building Network-Wide Success with KMS
The partnership with KMS transformed Optimum’s service department into a driver of customer satisfaction and loyalty. The unified Salesforce platform eliminated data silos, armed agents with the tools to resolve issues faster, and provided customers with the modern self-service experience they expect.
The new ecosystem delivered a 35% increase in user productivity and a 15% reduction in call volume as customers embraced the self-service portal. With streamlined processes and complete data visibility, agents achieved 10% faster case resolution times.
“”We’re thrilled with the results achieved by the KMS Technology team! Their expertise with the Salesforce platform and integrations has completely transformed our support processes. We’ve seen a dramatic increase in user productivity, faster resolution times and more! They delivered a high-quality solution, on time and on budget.”
By delivering a comprehensive solution on time and budget, KMS provided the strategic engineering needed to modernize Optimum’s service operations and create a scalable platform for future growth.