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CASE STUDY
How Cincinnati Bell reduced their support costs with RouteThis
in projected support cost savings
overall FCR for WiFi issues
potential reduction in unnecessary technician visits
INDUSTRY:
Internet Service Provider (ISP)
LOCATION:
Cincinnati, U.S.
PRODUCTS USED:
RouteThis Core
RouteThis LiveView
RouteThis Workflows
SUBSCRIBER COUNT:
400,000+
TOTAL NUMBER OF AGENTS
500+
Cincinnati Bell’s results with RouteThis
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
"
"
$1M+
THE CHALLENGE
Experiencing growing pains while supporting subscribers
Cincinnati Bell was facing the growing challenges and costs that come with an increasing subscriber base. It was especially difficult to understand the root cause of wireless signal degradation; diagnostic results from modems weren’t enough to identify network issues, especially those caused by distance or improper setup.
This meant agents needed to collect essential—but often inaccurate or incomplete—information from subscribers. Additionally, when agents eventually identified possible causes, they had to deal with frustrated subscribers who were reluctant to believe explanations and resolutions without solid proof.
THE SOLUTION
Setting up to scale with RouteThis
During an initial proof-of-concept period, Cincinnati Bell support agents used the RouteThis platform to identify the root cause of connectivity issues within subscribers’ home networks. This resulted in significant reductions in unnecessary technician visits, as well as improved overall subscriber experiences.
The team at Cincinnati Bell also saw an unexpected benefit in that the built-in camera feature allowed agents to confirm subscribers’ identities on calls, saving unnecessary trips to retail locations.
THE RESULTS
Lower costs, better results, and happier subscribers with RouteThis
In a survey conducted after the proof-of-concept period of both support agents and subscribers, Cincinnati Bell discovered several benefits to their overall support experience, including:
BETTER RESOLUTION RATES
On 60% of calls using the RouteThis platform, agents could resolve issues during the first interaction
HIGHER SUBSCRIBER ADOPTION
Over 65% of subscribers reported that they would use Cincinnati Bell’s Customer Support app, powered by RouteThis, again to help troubleshoot and resolve issues
FEWER UNNECESSARY TECH VISITS
Agents believed they would be able to prevent up to 75% of unnecessary dispatches on future calls
75%
Better upsell opportunities with deep insights
65%
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