Problem Overview

Technician visits are a costly necessity for any ISP, but they proved to be especially expensive for Midwestern WISP, Mercury Wireless, since most of their customers live in rural areas and spending on fuel and labour was significantly higher. This meant they needed a support solution that would enable their support team to solve more WiFi connectivity issues over the phone with higher accuracy, leading to fewer technician visits and higher FCR. Ideally, the tool would also allow them to avoid outsourcing their support team as they continued to scale.

"Before RouteThis, we had a lot of instances of the same issues coming up again and again because a lot of the network information we had was inaccurate since we were relying on the customer’s ability to follow our instructions and to relay that information accurately back to us."

- Matthew Sams, Customer Solutions Manager

Challenges

As Mercury Wireless grew quickly in 2018, several new agents joined the team and many of them did not have access to diagnostic data on customers’ networks. The lack of a consistent view into the customer’s home network along with incorrect data provided by non-tech savvy customers led to too many unnecessary technician visits for issues that could have easily been solved over the phone with the correct information. This ultimately resulted in much higher support spend than was necessary.

Solution

The RouteThis team worked with Mercury Wireless to implement RouteThis Core Diagnostics and give agents a consistent and complete view into customers’ home networks. The aim was to eliminate the lengthy and often inaccurate verbal data collection from customers by empowering agents with all the diagnostic data they would need to accurately resolve home network-related issues, without sending a technician. RouteThis Core Diagnostics was deployed to Mercury’s Customer Support team who use the platform daily to solve issues like slow speeds and device disconnections with ease.