Strong customer service is of utmost importance to Charter, who wants to ensure customers are receiving a seamless and a standardized experience. Successfully undergoing several large acquisitions increased its customer base by 500% in just one year and also meant acquiring new customer and field service operations. With these acquisitions, Charter was now working with over ten different organizations to support its customer communication needs, with limited success. These organizations were using disparate platforms that were unable to communicate with each other — effectively creating a stove-piped system — resulting in customers that were now having fragmented and frustrating experiences with Charter.
Charter realized that this could not continue. In order to ensure that Charter was able to maintain the highest quality customer service while simultaneously continuing to innovate and expand, the company needed a communication partner that could rapidly cater to its growing demands.