The mission: Eliminate unnecessary truck rolls
Unnecessary truck rolls cost your business money, waste technician time, and risk customer churn.
RouteThis can help you eliminate them.
The cause of unnecessary technician visits
Limited home network visibility
Up to 50% of truck rolls are for home network or WiFi-related issues—not problems with your infrastructure—because agents aren't equipped with the tools to properly identify or troubleshoot them remotely.
Lack of customer education
The average consumer doesn't understand how things like distance from the router or number of devices on the home network can affect their internet performance—and sometimes it's easier and faster for agents to roll a truck than explain it to them.
Hard-to-identify physical issues
Issues like improper cabling or poor router placement are difficult for support agents to identify over phone, chat or email and often account for a significant number of unnecessary technician visits.
The solution? Automation
RouteThis is a WiFi diagnostic and troubleshooting tool that empowers agents and customers with the tools and education to automatically identify, troubleshoot, and resolve WiFi issues remotely—without rolling a truck.
How we do it:
Real-time home network visibility
RouteThis automatically gives agents the insight they need to quickly solve everything from congestion to device-specific issues remotely.
Visual support for physical issues
RouteThis LiveView allows agents to see exactly what the customer sees and identify issues with cabling or device placement without sending a technician.
Educate customers on their unique issues
RouteThis Self-Help educates customers on how to resolve and prevent WiFi-related issues in their homes—without contacting your support team.
The impact on your business
Up to 50% fewer truck rolls
Reduced handle times
Double-digit call deflection rates
Unmatched customer experience
Improved agent experience
Increased support efficiency
Our ISP partners
We’ve already helped over 100 ISPs reduce truck rolls by automating the troubleshooting process.
Here's what they have to say:
"We are thrilled to add RouteThis to our resource toolbox. Now, we no longer need mile long lists of step by step instructions that most users would likely refuse to follow. RouteThis will give our support personnel the ability to run through all the required troubleshooting tests - and diagnose customer’s Wi-Fi issues - in record time."
"RouteThis allows us to gain much more insight into the customer's internal network allowing us to visit a site with much more information going into a service call. In many cases, a problem can be identified remotely saving the need for a truck roll."
It's been great to see customers empower themselves with the [RouteThis] platform to resolve issues without calling in; it's been and continues to be a fantastic tool that our customers can use and in many instances alleviates the need for any onsite visits!
Ready to learn how automating your support process can support your business through growth?