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CASE STUDY

How RocketNet cut handle times by 75%—and boosted customer experience—using RouteThis

reduction in average call time

Improved subscriber experience

point increase in NPS

INDUSTRY:
Internet service provider (ISP)

LOCATION:
Johannesburg, South Africa

PRODUCTS USED:
RouteThis Resolve
RouteThis Helps (branded as RocketNet Probe)

RocketNet’s results with RouteThis

LET'S TALK

Our mission is to provide our customers with a great internet experience, and continually investing in technological advancements like RouteThis empowers our customers to be in the driver’s seat.

Simon Swanepoel
Founder and CEO, RocketNet

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75%

THE CHALLENGE

Handling high call volumes and subscriber misinformation

Like many ISPs, RocketNet faced high volumes of WiFi-related calls, especially with the onset of the COVID-19 pandemic. According to Founder and CEO Simon Swanepoel, almost 80% of support calls were for WiFi issues like interference or poor coverage.

“We’re looking at a customer base of about 90% of people who put one router in one room and expect that to cover their entire house,” Swanepoel quipped.

These issues are expensive, difficult, and time-consuming to resolve, often requiring agents to spend extra time on calls to educate consumers and frequently ending in unnecessary tech visits.

The team also faced a lack of customer understanding of WiFi networks, which left agents spending extra time explaining issues and resolutions to customers.

THE SOLUTION

Introducing RouteThis to manage contact volume and difficulty

To help the support team handle the increase in both volume and difficulty of contacts, RocketNet decided to introduce two RouteThis products: RouteThis Resolve and RouteThis Helps.

“Overall, the diagnosis and the information that we’re getting back from Resolve is really strong; it’s very detailed information,” explained Swanepoel. “It could eliminate up to an hour’s worth of time for a customer support agent on a call.”

Another benefit the RocketNet team has discovered is that they can now diagnose dead spots for customers who may not understand the range of their WiFi network, as well.

“Resolve can pick up dead spots of connectivity anywhere in a customer’s home,” Swanepoel explained. “Suppose a customer is using a mesh pod system for improved connectivity over a large area. In that case, Resolve will inform the customer if their mesh system is set up in the most efficient way.”

Additionally, Resolve has given RocketNet’s agents the unique advantage of being able to find on-premise problems like cabling and interference. Then, the RocketNet Probe app—designed specifically by RouteThis to build RocketNet’s brand trust and recognition—gives customers a direct connection to their network so they can watch as agents fix issues.

THE RESULTS

Higher efficiency, shorter calls, and happier subscribers with RouteThis

Since introducing RouteThis, the RocketNet team has seen improvements across the board, including:

INCREASED OVERALL EFFICIENCY
By using RouteThis solutions, RocketNet was able to drastically reduce their support team size without sacrificing the quality of their customer experience.

CUT AVERAGE CALL TIME BY 75%
Even with less than 50% of their previous support team size, and despite increasing support demand, RocketNet was able to cut average call times by 75%.

INCREASED NPS BY 34 POINTS
RocketNet’s support team has seen higher customer happiness and higher customer trust—including increasing their NPS from 50 to 84, their overall rating from 2.9 to 4.08, and their TrustIndex rating from 6.5 to 9.3.

Increased overall efficiency

34

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