Digital Foundry - charter communications
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CHarter COmmunications

Corporate website to promote online sales
and improve customer service

Charter Communications

Charter COmmunications is a broadband communications company delivering cable television, high speed internet and telephone services to more than 6 million customers nationwide.

CHallenge: COmpetitive MArkets, limited online marketing & customer self-service

The new Charter.com site needed to create a unique user experience that promoted online ordering of products and provided online customer support and information services. The site needed to foster support for the Charter brand by presenting Charter Communications as an innovative, high-tech, entertainment provider. Among the chief technical challenges was integrating data from multiple, disparate sources and legacy systems to provide customers time-sensitive and localized data that would specify product availability and pricing. Time-to-market was absolutely critical, as the wider challenge was to leverage an online offering capable of positioning Charter as the industry leader (competing against Satellite and DSL providers) in product offerings and customer service.

Solution: localized content targeted to current & potential customers

Digital Foundry was selected to create a customer-centric channel to reach Charter’s current and potential customers. The usability and information architecture of the new Charter site was strongly driven by the strategic objective of generating revenue and was accordingly targeted toward two main user groups: potential customers and existing customers. To service both groups most effectively, the site architecture and interface was designed so potential customers are 

Digital Foundry - charter communication

 

served content that promotes product ordering, while existing customers are served content driving upgrade purchases and providing customer service information. To maximize performance, efficiency and scalability, the data access layer was created with COM objects and XML rather than standard script-based manipulations. The forward-looking architecture set in place a B2B framework that will allow frequent, low-maintenance data exchanges between Charter and its partners. In addition, the site integrated multiple legacy data feeds in order to accommodate future functionality growth, such as Product and Option groupings, exclusionary rules, up-sell rules, and dynamic configuration questions.

Benefits: a powerful online sales channel to generate revenue and reduce costs

Charter gained an extensible and secure Web architecture positioned to support its current and future online needs. Additionally, Charter now benefits from new online revenue streams, more effective online marketing campaigns, increased customer satisfaction and decreasing customer service and maintenance costs.