Selected for functionality
Trustpower needed a way to reduce the volume of call-ins on almost all of their platforms and services. There were many factors behind this, including the desire to provide a more effective business solution for their clients so that their issues were resolved more efficiently.
After conducting a market survey, Trustpower narrowed their options down to two different types of platforms and decided to go with RouteThis because it gave them more functionality.
Successful onboarding and implementation
Once Trustpower selected RouteThis, O’Donnell noted that the implementation process was incredibly efficient and easy.
“The onboarding was actually quite surprising and pleasant. The team at RouteThis took ownership of our learning and the incorporation of the application into our services. All the training collateral was provided. We had folks at RouteThis who actually put videos together, and then sent them to our training people so that they could use them for all of our customer agents. It was a really collaborative effort, which worked out quite well.”
- Steve O’Donnell, Assurance Manager (Telco), Trustpower
Jason Moore, CEO of RouteThis, agrees: “We worked closely with the Trustpower team to ensure that we were with them every step of the implementation process. It is extremely important to us to support our customers from the very beginning stages of engagement.”
A seamless deployment
Trustpower initially planned on using the platform to check their end users' wifi capability. Once implemented, RouteThis allowed them to leverage a suite of tools to check network access, a customer’s hardwire capability, and how the network was set up.
As O’Donnell mentions, “That's all we wanted, so we just started using it for that almost right away. It's now the first thing that we do when we do our interrogation of problems, but we found that navigating network access and set-ups could often be confusing. All of a sudden with RouteThis, we were able to check that quickly and virtually.”
Trustpower then graduated onto using other aspects of the platform, including RouteThis’ LiveView, which enables agents to see what the customer is seeing via their smartphone camera — which O’Donnell says has been “a complete game-changer for us.”
Having network diagnostics, video capabilities, self-help/self-repair, and remote access all in one platform has provided Trustpower the single dashboard/pane of glass for all of their subscriber troubleshooting needs.