How Mercury Wireless used RouteThis to reduce technician visits by up to 50%

Written by Maria Nestorovska

 

truckroll

50% reduction
in technician visits

user-add-alt

Increased
agent confidence

phone-call

Higher First Contact
Resolution (FCR)

 

Mercury Wireless

About the company

Mercury Wireless is a leading provider of fixed wireless Internet and digital phone service in North East Kansas and Northern Indiana. The company was founded in 2007 upon seeing the lack of options and real solutions for broadband Internet in rural communities. Today, Mercury Wireless serves over 25 counties in Kansas and Indiana with the use of cutting-edge wireless technologies.

Fast Facts

Industry

WISP

Headquarters

Kansas City, Missouri, USA

Products/Services

Broadband Internet and Digital Phone

Solutions used

RouteThis Core Diagnostics

Favourite Features

Automated speed test, Connection quality of all devices on the network

 

About the company

Mercury Wireless is a leading provider of fixed wireless Internet and digital phone service in North East Kansas and Northern Indiana. The company was founded in 2007 upon seeing the lack of options and real solutions for broadband Internet in rural communities. Today, Mercury Wireless serves over 25 counties in Kansas and Indiana with the use of cutting-edge wireless technologies.

Fast Facts

 

Industry

WISP

Headquarters

Indiana, USA

Products/Services

Wireless Internet

Solutions used

RouteThis Core Diagnostics

Favourite diagnostics

Speed test, Connection quality of all devices

 

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.

"Not only are overall truck roll numbers down considerably, but we’ve also seen a reduction in repeat callers for the same problem and an increase in positive feedback from our CSRs. They’re feeling more confident and they’re able to handle customer objections with quite a bit more information, so they’re resolving issues more quickly and easily with better customer trust."

- Matthew Sams, Customer Solutions Manager

Results

Within just one month of implementing RouteThis Core Diagnostics, Mercury Wireless saw:

  • Up to 50% reduction in technician visits
  • Increased agent confidence and improved ability to communicate issues and resolutions to customers
  • Higher FCR as a result of more accurate resolutions allowed by correct network data
  • Easier onboarding and shorter training for new agents

What's Next?

Register for a personal demo with our representative to learn about our platform

RouteThis Logo

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

email

info@routethis.com

Asset 20

+1 844 370 1732