Cincinnati Bell uses RouteThis to reduce truck rolls and keep technicians safe during COVID-19

Written by Giselle Rochford

Key Results from Using RouteThis LiveView

hourglass

Transitioned to remote
visual support in under a week

camera-video-old

Eliminated the need for
tech visits during pandemic

thumbs-up

Maintained exceptional support
experience with visual assistance

Cincinnati Bell

About the company

Cincinnati Bell is the largest and fastest internet service provider in Cincinnati, Ohio. With a rich history dating back to the 1870s, Cincinnati Bell pioneered countless innovative communication solutions over the years, including local and long distance voice, data, high-speed Internet, and video entertainment services—that keep residential and business customers in Ohio, Kentucky and Indiana, connected with each other and with the world.

Fast Facts

Industry

Broadband, Fibre Optics

Headquarters

Ohio, USA

Number of Subscribers

Over 400,000

Number of Agents

500+

Products

End-to-End communication for consumers and businesses

Solutions used

RouteThis LiveView

Favourite Features

Video, Annotation

hourglass

Transitioned to remote
visual support in under a week

truckroll

Eliminated the need for
tech visits during pandemic

thumbs-up

Maintained exceptional support
experience with visual assistance

Challenge

Cincinnati Bell was committed to ensuring their subscribers had access to reliable internet connections to stay socially connected during the 2020 pandemic. However, social distancing best practices and the fear of community spread made it difficult to safely coordinate technician visits necessary to complete critical repairs and new service installations.

"A customer who was out of service and was either ill or not wanting to allow a technician into their home may have to potentially be without the service for another two weeks and with everybody being forced to work from home that would be a huge problem."

- Charles Moore, Operations Manager, Cincinnati Bell

Solution

Cincinnati Bell deployed RouteThis LiveView to an initial group of 60 of their technicians with the aim of using it to remotely support at risk customers or those who preferred not to have a technician in their homes.

I just think that this [LiveView] is our perfect way to show the customers and the techs that we care and that we want to keep them protected while still providing good service."

- Charles Moore, Operations Manager, Cincinnati Bell

Results

Within the first week, technicians were using RouteThis LiveView to remotely assist customers with technical support issues, including:

  • Correcting wiring issues on gateways and set top boxes
  • Inspecting and repairing replacing faulty equipment
  • Power cycling their ONT
  • Walking customers through on screen menu options

It was a super easy rollout thanks to the documentation and quick start video RouteThis provided. We didn’t have to do any video training sessions with technicians like we initially thought."

- Charles Moore, Operations Manager, Cincinnati Bell

After the success of the initial deployment, LiveView was expanded to technicians at Hawaiian Telcom, a subsidiary of Cincinnati Bell. Today, LiveView is helping over 300 technicians stay safe while assisting customers remotely.

Challenges

Cincinnati Bell was committed to ensuring their subscribers had access to reliable internet connections to stay socially connected during the 2020 pandemic. However, social distancing best practices and the fear of community spread made it difficult to safely coordinate technician visits necessary to complete critical repairs and new service installations.

"A customer who was out of service and was either ill or not wanting to allow a technician into their home may have to potentially be without the service for another two weeks and with everybody being forced to work from home that would be a huge problem."

- Charles Moore, Operations Manager, Cincinnati Bell

Solution

Cincinnati Bell deployed RouteThis LiveView to an initial group of 60 of their technicians with the aim of using it to remotely support at risk customers or those who preferred not to have a technician in their homes.

I just think that this [LiveView] is our perfect way to show the customers and the techs that we care and that we want to keep them protected while still providing good service."

- Charles Moore, Operations Manager, Cincinnati Bell

Results

Within the first week, technicians were using RouteThis LiveView to remotely assist customers with technical support issues, including:

  • Correcting wiring issues on gateways and set top boxes
  • Inspecting and repairing replacing faulty equipment
  • Power cycling their ONT
  • Walking customers through on screen menu options

It was a super easy rollout thanks to the documentation and quick start video RouteThis provided. We didn’t have to do any video training sessions with technicians like we initially thought."

- Charles Moore, Operations Manager, Cincinnati Bell

After the success of the initial deployment, LiveView was expanded to technicians at Hawaiian Telcom, a subsidiary of Cincinnati Bell. Today, LiveView is helping over 300 technicians stay safe while assisting customers remotely.

Interested in RouteThis LiveView?

Get in touch and we'll show you how RouteThis LiveView can help keep your customers connected and your technicians safe

Cincinnati Bell

About the company

Cincinnati Bell is the largest and fastest internet service provider in Cincinnati, Ohio. With a rich history dating back to the 1870s, Cincinnati Bell pioneered countless innovative communication solutions over the years, including local and long distance voice, data, high-speed Internet, and video entertainment services—that keep residential and business customers in Ohio, Kentucky and Indiana, connected with each other and with the world.

Fast Facts

Industry

Broadband, Fibre Optics

Headquarters

Ohio, USA

Number of Subscribers

Over 400,000

Number of Agents

500+

Products

End-to-End communication for consumers and businesses

Solutions used

RouteThis LiveView

Favourite Features

Video, Annotation

RouteThis Logo

RouteThis revolutionizes the customer support experience for both agents and customers.

email

info@routethis.com

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+1 844 370 1732