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The client needed to pace up the Complaint Resolution Time due to the fast internal growth and business acquisitions. They had to manage high customer service demands for broadband services at the newly launched locations and were struggling to manage customer service issues due to substantial growth in customer onboarding. Iconradius helped them to speed up their Complaint Resolution Time by 40% by utilising its enhanced features and services.
Client is one of the top 5 ISP’s in the state of Telangana, India, and has launched its Broadband services to provide FTTH internet services to homes. The response was huge and massive. They went through major internal growth and business acquisitions. The demand for their services was so high that it hit the peak of customers, and many of the hundreds of thousands' customers signed in to avail broadband services. They were able to fulfil increasing demands, but their customer service was not able to keep up with the substantial growth of business operations. The customer complaints were so high that their owner was ready to hire any solution at any cost.
The main challenge was handling customer complaints, which were the result of major business expansion. The service demands were taken care of and were on time, but as in most cases, the issues were more Issues were:
Iconradius is a 360-degree, one-stop solution for ISPs around the globe with 14+ modules. And it also has a complaint management module that automates the complete process of on boarding, customer care, and ticketing. Key points that were considered:
Apprehending the challenges faced by ISP, the major blessings showered were:
Client managed to cope up with the increasing complaints at the time of its major business augmentation. Client got a peak high demand for the services but bombarded with complaints and faced major crunch with its customer services. IconWave technologies, with its Complaint management module and active training to employees, helped the client to face off the challenge efficiently and effectively.