SERVICE PROVIDER | CASE STUDY
London, Canada
80,000+
RouteThis Core
RouteThis LiveView
RouteThis Self-Help
Using RouteThis to empower agents with the right information
In 2018, Start.ca rolled out RouteThis across their support team to help run live diagnostics without having to rely on customers. Agents could look into the customer’s home network data by running a live network scan on the customer’s phone.
“For our reps, that was a huge win,” explained Al Uniac, Director of the Customer Experience Group at Start.ca. “Reps could run RouteThis and within a few minutes, they would be able to access an abundance of reliable and usable technical data.”
“Even some of our most technical people have really bought in completely because it’s so easy for them to get this level of detail from the customer now,” explained Dave Robson, Customer Experience Manager at Start.ca.
Furthermore, the team found that new Reps could quickly adapt to Start.ca’s technical processes and terminology, regardless of their prior technical experience. This enabled them to promptly identify whether a customer was experiencing an in-home or out-of-home issue. As a result, the team was able to maintain consistency in the customer experience, regardless of which representative they spoke to.
Agents can get detailed network information in minutes without relying on technical Q&A
Customers can self-troubleshoot without the need to wait in a queue, and issues they call in for get resolved faster
The RouteThis platform is designed for agents of all technical abilities, meaning less friction to adoption.
