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C&W Communications

Multi-country CRM & Billing for quad-play services

Cable & Wireless Communications is a full-service telecommunications provider, operating in the Caribbean and Latin America, and part of Liberty Latin America. C&W acquired Columbus International Inc in 2015, and now offers high-speed mobile data, broadband and video. C&W offers quad-play residential services under the brand name FLOW, and market-leading corporate solutions through C&W Business.

Through the deployment and operation of an undersea and terrestrial fibre optic cable network of C&W Networks, C&W also provides telecom capacity and IP services to large international telecom carriers, internet service providers and other value added service providers. Operating in 42 countries across the Caribbean and Latin America, C&W is the market leader in most products it offers.

Columbus had partnered with Cerillion since 2010, and following the acquisition, the new C&W selected Cerillion to provide a convergent CRM & Billing solution to support its CATV, High Speed Data (HSD) and Voice services, including migration from its legacy systems. Cerillion created and deployed a new ‘corporate solution’, deployed in a centralised data centre, and migrated the CWC customer base from C&W’s legacy systems.
Now supporting 15 countries across the Caribbean region, the Cerillion system is enabling C&W to provide innovative product bundles to its customers and to rapidly introduce new services.

Cerillion helps us to deliver a superior customer experience by enabling all customer interactions to take place through one unified user interface. From the initial sale, to booking service appointments, provisioning service and creating the billing record, our CSRs have access to all the tools they need through the single pre-integrated Cerillion solution.
André Foster
Chief Information Officer, C&W Communications

The Challenges

C&W decided to undertake a major BSS replacement programme as its existing billing and customer management systems were split across multiple solutions as a result of the merger, restricting its market responsiveness and leading to higher OPEX.

Key BSS requirements for C&W Communications included:

  • Merged business processes for the new company
  • Access to provision all service types from unified interface
  • Enhanced bundling and packaging of quad-play services
  • Integrated service fulfilment
  • Flexible pricing plans to compete in dynamic markets
  • Real-time CDR processing
  • Integrated network inventory to manage the complex network infrastructure
  • Rich API integration to empower partner applications     

The Results

By working with Cerillion, C&W has been able to consolidate its operations onto a single unified CRM & Billing solution for its operations in: Antigua, Barbados, Colombia, Costa Rica, Curacao, Dominican Republic, El Salvador, Grenada, Guatemala, Jamaica, Panama, Puerto Rico, St. Lucia, St. Vincent and Trinidad. C&W is also using its new Billing system as a differentiator, offering innovative billing promotions and incentives to encourage prompt payment of bills.

C&W Communications

Countries Antigua, Barbados, Colombia, Curacao, Dominican Republic, El Salvador, Grenada, Jamaica, Panama, Puerto Rico, St. Lucia, St. Vincent, Trinidad

Industries Communications


Cerillion Products CRM Plus Revenue Manager Service Manager Self Service Output Streamer Network Inventory Interconnect Manager

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