Solution Snapshot: Network Status Alerts Eliminating Call Center Load with Early Outage Notification
Problem:
Notify subscribers in two states of a planned outage during an equipment upgrade.
Challenge:
A publicly traded telco Internet provider needed to upgrade their equipment in two states impacting approximately two-thirds of their high-speed Internet subscribers.
During a previous planned outage, a notice was inserted in bills and on their web portal. Subscribers did not see these notices and the call center was flooded with calls and had to bring in extra staff to handle the volume.
Highlights:
Front Porch assisted the customer with creating three informative, eye-catching messages that explained the upcoming outage. The first was scheduled to affected subscribers two weeks before the outage.
Within the first two days, 80% of those targeted saw the message, within the first 7 days, 99% saw the message.
The second message was scheduled one week before the outage and the final message was displayed one time at the start of every browsing session beginning 48 hours before the scheduled downtime.
Results:
The call center manager stated that the Front Porch system saved the company significant overtime costs with this single outage notification.
During the seven hour outage, four calls were received from subscribers. Two of those calls thanked the company for their diligence in notifying them of the outage. The other two subscribers did not receive the outage notification according to the reports provided by the Front Porch system.
