Case Study
Whip City Fiber Doubles First-call Resolution Rates with Advanced Technical Support from ISPN
Whip City Fiber
Ambition
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. Since switching to ISPN’s evenings, weekends, and overflow internet support coverage, Whip City Fiber has seen vast improvements. Their first-call resolution rates have increased from 40 to 70 percent, subscribers have grown 20 percent, and the company is well-positioned to meet its expansion goals in the coming years.
He cares about his community, his company, and the fastest-growing customer segment at Westfield Gas + Electric – the Whip City Fiber broadband customers of Westfield, Massachusetts, and the towns that surround it in Central and Western MA. As IT Director at Whip City Fiber, Leary and his team of 18 provide network operations, internet help desk, and support services. These services are provided for the company’s over 15,000 customers across 152 miles of network, delivering symmetrical 1 Gbps broadband service.
“We live here, work here, and take great pride in what we do,” Leary said. “Our customers are our neighbors, so we want to do our best.” Whip City Fiber, like most regional internet service providers, outsources some after-hours support and help desk services. When they outgrew a previous outsourced help desk provider, Leary knew it was time to explore other options. He connected with ISPN and began with a trial for a limited set of customers.
“We started with a small trial but could tell right away ISPN was a good fit,” Leary said. “ISPN promised us a better experience, they delivered, and we rolled them out network-wide.”
Action
Experience, Accountability, and Ongoing Improvement Drive Better Service
Westfield Gas + Electric (WG+E) is the owner and operator of Whip City Fiber, which launched in 2015. The success of Whip City Fiber in the Westfield area has propelled it into a leadership position for the surrounding communities. They now serve as an internet service provider and network operator for 20 municipalities in Western Massachusetts.
For internet service and support, Leary’s dedicated team handles about 70 percent of the 1,000 calls it receives each week. ISPN takes the other 30 percent of calls during peak overflow, after 8 pm on weekdays, and on the weekends. Leary said ISPN has brought both an improved aptitude and attitude to the help desk function.
“ISPN knows internet support very well. It’s a core competency for them,” Leary said. “Their people are experienced and knowledgeable, and friendly. They’re also very open to feedback and always looking to improve.”
Leary said proof of that is in the immediate reduction in complaints and the general increase in productivity.
“We noticed a difference in customer KPIs right away when we switched over to ISPN,” Leary said. “We watch call times, first-call resolutions, technician dispatches, and complaint levels very carefully, and they all went in the right direction very quickly.”
Outcomes
Excellence in Operations and Support Lowers Expenses, Gains Market Share One of the most important KPIs for support – first-call resolution (FCR) – is measurably better since ISPN has been involved. “Our after-hours first-call resolution rates were right around 40 percent before ISPN took over, and now they’re at 70 percent or higher with ISPN, which is huge in terms of customer satisfaction and productivity, as well as our own expense levels,” Leary said. “Rolling a service truck can be anywhere from $50 to $75 per hour, and hundreds of those per week add up quickly.” Even though Whip City Fiber regularly competes with industry behemoth Comcast for high-speed internet customers in Western Massachusetts, it has continued to expand at a steady clip, and customer care and support is always part of the equation.
“We’ve gone from zero to 15,000 customers in seven years because of a great team effort,” Leary said. “Our network operations and support functions are world-class, with a friendly hometown feel and commonsense attitude. ISPN has similar sensibilities.” While Leary’s technical expertise may be in IT, his relationship skills set the tone for his department.
“We’re curious, we care, and we communicate, and ISPN operates the same way,” Leary said. “We’re proud of the relationship with ISPN and glad to have them as part of our team.”
ISPN provides expert solutions for Broadband and Internet Service Providers nationwide, including telcos, electric cooperatives, municipalities, cable operators, WISPs, and MDUs. Click here to get in touch, or you can reach us by email or phone at 866-584-4776.
At A Glance
World-Class High-Speed Internet, Hometown Service, and Support
Whip City Fiber provides high-speed fiber to over 15,000 residents and businesses throughout Central and Western Massachusetts.
Whip City Fiber trusts ISPN to provide 24x7 Internet Help Desk Support to Whip City Fiber for after-hours, weekend, holiday, and emergency overfl ow service and support calls.
Since partnering with ISPN for internet help desk, Whip City Fiber has taken first-call resolution rates from 40 percent to 70 percent, grown subscribers from 9,000 to 15,000, and significantly reduced complaints and more expensive in-person service calls.
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