How Cincinnati Bell reduced their support costs with RouteThis
Written by Siva Kumar
Written by Siva Kumar
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.
Broadband, Fibre Optics
End-to-End communication for consumers and businesses
RouteThis Core Diagnostics, RouteThis Workflows, Camera
Connection quality of all devices, Camera
Prior to RouteThis, Cincinnati Bell was facing growing challenges to support their increasing internet subscriber base. Particularly, they were finding it difficult to understand the root cause of wireless signal degradation. Diagnostic results from modems were not sufficient to determine the root cause of network issues, especially those caused by distance or incorrect device set up. Agents typically had to rely on gathering this info from customers verbally, which often lead to incorrect or incomplete data. Additionally, when agents eventually identified a possible cause, they had to deal with frustrated customers who were reluctant to believe explanations for these issues without solid proof.
“Being able to see the connection quality of different devices to the router based on the distance is great and having this information opens up the conversation to suggest premium services and devices for our customers”
- Charles Moore, Operations Manager, Cincinnati Bell
During the initial PoC deployment, RouteThis was deployed to about 15 agents at Cincinnati Bell. Agents were trained on the Core diagnostics (now Diagnostics View), Camera and Workflows modules to enable end-to-end resolution capabilities.
Objectives of this project included:
“It is an awesome tool to help with different type customer calls, when walking them through setups of equipment, troubleshooting slow speeds and intermittent disconnects. I believe it makes the customer feel more confident in how I am helping them. They feel they have a tool that is helping them get resolve. I find that the cx hangs up happier, even if not resolved and assigned.”
- Customer Support Agent, Cincinnati Bell
During the PoC period, Cincinnati Bell’s support agents used RouteThis to identify the root cause of connectivity issues inside customers’ home networks. They saw significant reductions in unnecessary technician visits as well as an improved customer support experience.
A post-PoC survey of agents and customers showed that:
After the 8 week PoC period, Cincinnati Bell decided to move forward with a full deployment of the RouteThis platform.
With the success of the initial project, Cincinnati Bell is deepening its engagement with RouteThis to further improve the support experience.
Some of the use cases that are in pipeline include:
*projected based on the PoC period outcomes
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