CASE STUDIES & WHITE PAPERS
WHITE PAPER: Improving Customer Experience
Executive Summary
Over the last 25 years, OneSupport, formerly known as teleNetwork, has worked with many of the largest and most successful telecommunications service providers in the U.S. serving various customer care and repair roles for data, voice and video services. During this time we’ve been tasked with improving the customer experience and cultivating an environment ripe for repeat business. We’ve performed considerable analysis on a number of key metrics to identify an appropriate balance between efficiency and effectiveness with regard to average handle time (AHT) and sales conversion. See more →
CASE STUDY: Telecommunications Transformation Initiatives
Executive Summary
With more than 25 years of experience managing the customer experience for some of the largest and most successful telecommunications service providers in the U.S., OneSupport, formerly teleNetwork, is uniquely positioned to assist in building a new and improved customer support model for customer service, billing, sales, and repair of voice, video and data services. Our team has guided several of our clients through complex M&A activity while responding to changes in customer operations such as consolidating call center operations in a short period of time. See more →
WHITE PAPER: White Glove Customer Care
Summary
As telecommunications providers continue to develop strategies to remain competitive in a mature market thought and energy must be directed toward protecting customer relationships, particularly in the case of high-value customers. In addition to offering blazing fast speeds, video, and a variety of value-added services, successful companies will emphasize white glove care and support. These customers confidently expect shorter resolution times and sincere care. If their needs are not met there are no shortage of competitors are waiting to lure them away.
The proliferation of premium service packages serves as evidence of these customers expectations, yet the service provider must maintain margins on these accounts. In order to efficiently and consistently deliver the quality of service required to retain these customers, a sincere and ongoing effort must be made to resolve these customers issues as they come up. The support organization looking to build or improve on White Glove services must take a look at overall organization goals and the recruiting and training mechanisms used to deliver on those goals. See more →
CASE STUDY: Incubation & Development of New Product and Support
Overview
Recently, a Google business unit sought to design and implement a customer interaction that would deviate from the industry standard to be recognized as a superior experience. Described as a noteworthy and comprehensive customer support strategy specifically sculpted for their one-of-a-kind product and customer base. The philosophy was with a unique product that showed superior innovation would be strongest with the introduction to the market if the customer experience became a differentiator and spoke for itself.
This document specifically follows the birth and evolution of a successful incubation support model that took place over the course of 12+ months. We will look at the preparation, research, implementation, and afterthoughts during this critical time. See more →
CASE STUDY: Dispatch Reduction Strategies For High-Speed Broadband Service Proivders
Overview
One of the biggest challenges faced by communication and entertainment service providers today is balancing the number of contact center interactions that result in a “truck roll” or dispatch to the field. These costly repair visits can result in customer frustration if the appointment is rescheduled, if the resolution is something simple that a call center representation could have fixed, or if the issue remains unresolved. On the other hand, subscribers have become accustomed to having a field technician out to their home or place of business when their service is interrupted. But is it truly necessary to roll a truck when your help desk is unable to resolve a connectivity issue?
OneSupport, formerly teleNetwork, has created a new paradigm and formula for success in the call center. While designed to face many challenges, a key focus area in dispatch reduction deserves particular focus. The purpose of this case study is to explore how teleNetwork helped one of its partners develop a highly focused dispatch reduction strategy that has led to significant cost savings while preserving the customer experience. See more →
CASE STUDY: Client Merger & Acquisition Growth Inititaves
Executive Summary
Frontier Communications – one of the largest and most successful telecommunication service providers in the U.S. – has experienced tremendous growth over the last 10 years. Frontier provides a wide range of voice, data, and video services and products in smaller towns and rural areas. The company had grown through merger and acquisition and faced challenges scaling its internal support operations fast enough to meet the rising customer demand on its Internet help desk for its residential DSL and video subscriber base. The company knew it needed a partner to help support its growth.
According to Terry Rybold, Frontier’s Vendor Manager, the company was looking for two things in a partner: Accessibility and Adaptability. After an exhaustive vetting process, OneSupport (formerly teleNetwork) stood above all others. The company was headquartered in Central Texas and staffed agents across every U.S. time zone in 19 states, including many states in which Frontier offers service. This proximity to customers created a local presence which was part of Frontier’s core business strategy. See more →
CASE STUDY: Internet Help Desk Performance Improvement
Client Challenge
This client experienced record growth in High-Speed Internet connection sign-ups with a 31% annual increase in subscriptions leading the US in growth. In order to effectively support this rapid growth, there would be significant investment in capital expenditure and labor costs. The cost concerns related to adding a large permanent labor force were challenging for this client because locating and retaining a large internal support workforce was difficult to predict and prohibitively expensive. Scaling Internet help desk operations to meet the support requirements of this growth proved to be a daunting task for this client.
Initially, the Client’s operation was supporting all data products for both business and residential customers. As a result of this explosive growth, this client was unable to keep pace with the increased call volume that new subscribers were generating. This challenge was reflected in high abandon rates of 20%, and with calls being answered with an average speed of answer of 7.5 minutes. The lack of customer access to the support team was an impediment to sustained growth in the competitive HSI market for the client. See our solution →
WHITE PAPER: Business Continuity & Disaster Recovery Scenarios
Overview:
The ability to continue to serve and support your customers continuously and seamlessly, regardless of the circumstances, is one of the biggest differentiators in modern business. A robust plan for business continuity and disaster recovery is essential to maintaining this ability. Our clients have leveraged OneSupport in a multitude of ways to ensure business continuity and supplement their disaster recovery planning. Successful prior planning and best practices have helped our clients weather storms in both the digital and physical world. See more →
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