Want to take your customer experience to the next level?
Cut time waiting for customer data by 50% in first year
Zero downtime in four years of using RouteThis Core
Replaced cumbersome diagnostic process with fully remote, automated approach
INDUSTRY:
Internet Service Provider (ISP)
LOCATION:
Sheffield, United Kingdom
PRODUCTS USED:
RouteThis Core
ASK4’s results with RouteThis
The first year that we had RouteThis Core, we halved our ticket duration through our busiest period. And that has held up for the last four years.
Alfie Gamester
Head of Support Services, ASK4
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50%
THE CHALLENGE
Running diagnostics for WiFi problems was complex, time-consuming, and expensive
ASK4 specializes in providing internet services for multi-tenant buildings, including housing for more than 250,000 students in the UK and throughout Europe. Unlike traditional ISPs, ASK4 manages all connections itself taking away the stress of managing the service away from the residents.
This model requires the company to have full visibility into customers’ wireless environments to maintain service and facilitate repairs. According to Alfie Gamester, Head of Support Services at ASK4, “We relied on two approaches to do this: sending an engineer to do on-site diagnostics or requiring the customer to walk through a complex diagnostic process that involved getting their laptop and logging into a terminal, running a bunch of complicated commands, taking screenshots of the output from those commands, installing various different apps and running commands on those as well, and then getting it all together and sending it to us so we could digest all of this complex data to try and work out what the problem is.” Both options were time-consuming and expensive, and ASK4 needed a better way to manage diagnostics for handling a high volume of service calls.
THE SOLUTION
RouteThis Core replaced time-consuming, expensive processes with a seamless, remote approach
Four years ago, ASK4 turned to RouteThis to eliminate the need for subscribers to gather their own complicated analytics and empower them to self-diagnose and troubleshoot WiFi issues through their mobile devices.
“What RouteThis has done for us is let us access complicated data at the touch of a button,” says Gamester. “We’re reducing the customer effort, which has reduced the number of complaints that we receive because one of the main drivers of complaints into our service desk was, ‘this is too difficult, it’s too complicated, can’t you just send an engineer, or can’t you just fix this?’ RouteThis allows us to give the customer a sense that it’s easy to identify the problem so that they engage with support. We halved our ticket duration through our busiest period.”
RouteThis helped ASK4 bypass the need for customers to spend hours, or even days, going through a difficult checklist and collecting information before sending it back to ASK4 – and also eliminated errors that required subscribers to re-do tests and create further delays. Gamester says that it could take five days to run full diagnostics, but “with RouteThis, they just press the button on their phones, and we get all of the information, and we can see the issue from the customer’s perspective without them having to do anything at all really.”
THE RESULTS
Happier subscribers and lower operating costs with RouteThis
THE ASK4 team has seen a number of improvements in its diagnostics processes, including:
REDUCTION IN TIME TO ACQUIRE CUSTOMER DATA
Prior to implementing RouteThis, tickets would routinely stay open for several days. That time has been dramatically reduced to a matter of hours.
DOWNTIME IN MORE THAN FOUR YEARS OF DEPLOYMENT
Since ASK4 first deployed the solution in February 2019, there has not been a single minute of downtime for RouteThis. This has contributed to a high level of reliability and trust.
REDUCED SERVICE AND SUPPORT COSTS
Because diagnostics have been simplified, ASK4 rarely has to send engineers to the properties it serves to diagnose WiFi connectivity issues, resulting in significant cost savings for the company.
Reduced the need for in-person diagnostic visits
0%
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CASE STUDY
How ASK4 Internet used RouteThis to radically improve WiFi diagnostics in multi-tenant buildings, including 250,000 student units
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