With over 15,000 high-speed internet customers, Whip City Fiber has quickly become the provider of choice in its coverage area since launching broadband services in 2015. Customers appreciate having a committed local operator like Whip City Fiber, so when the company noticed an uptick in unresolved technical support issues from its outsourced third-party help desk, it took action.

While the challenges Rainier Connect faced with the pandemic couldn’t have been foreseen, the key piece of advice they have is to trust the experts.

When GVEC began working with ISPN on outsourced internet help desk and customer support five years ago, high-speed internet subscribers totaled around 10,000. Bowles says subscribers now number more than 21,000.

Since Adams’ arrival, the number of customers has grown to approximately 7,500 and revenues have doubled due to a recent acquisition of another regional provider, and a greater focus on selling to new and existing customers. “Trusting ISPN with our network services and end-user customer support allows us to turn more attention to our acquisition strategy, growth and expansion,” Adams said. “In fact, we can aff ord to be more acquisitive with ISPN as a partner because we know we can absorb new customers and more business without having to double or triple our cost structures. ISPN’s numbers are well-defi ned and easy to calculate.”