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CASE STUDY

How Cincinnati Bell used RouteThis to reduce truck rolls and keep technicians safe during COVID-19

to transition to remote visual support

Delivered exceptional support experience with visual assistance

Eliminated tech visits during the pandemic

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

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I just think that [LiveView] is our perfect way to show the customers and the techs that we care and that we want to keep them protected while still providing good service.

Charles Moore
Operations Manager, Cincinnati Bell

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<7 days

THE CHALLENGE

Keeping subscribers online—and technicians safe—during a pandemic

Cincinnati Bell was committed to ensuring their subscribers had access to reliable internet connections to stay socially connected during the COVID-19 pandemic. However, social distancing best practices and the fear of community spread made it difficult to safely coordinate the technician visits necessary to complete critical repairs and new service installations.

"A customer who was out of service and was either ill or not wanting to allow a technician into their home may have to potentially be without the service for another two weeks, and with everybody being forced to work from home, that would be a huge problem," said Charles Moore, Operations Manager at Cincinnati Bell.

THE SOLUTION

Implementing RouteThis to deliver support remotely

Cincinnati Bell deployed RouteThis LiveView to an initial group of 60 technicians with the aim of using it to remotely support at-risk customers or those who preferred not to have a technician in their homes.

THE RESULTS

Cincinnati Bell kept subscribers online remotely with RouteThis

Within the first week, technicians were using RouteThis LiveView to remotely assist customers with technical support issues.

SUCCESSFULLY RESOLVED PHYSICAL ISSUES
Technicians could help correct wiring issues, as well as inspect, repair, and replace equipment

GUIDED SUBSCRIBERS THROUGH RESOLUTION STEPS
Technicians could show subscribers how to do essential upkeep like power cycling and navigating menus

EXPANDED BEYOND THE INITIAL TEAM
After their initial success, Cincinnati Bell extended LiveView to subsidiaries to protect technician teams

technicians used RouteThis to support subscribers


60+

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