RouteThis Launches QoI Insights to Enhance WiFi Customer Experience
July 29 2024 - 10:18AM
Business Wire
Quality of Install (QoI) metrics help service
providers maximize field technician performance and streamline
operations
RouteThis, Inc., the leading provider of in-home WiFi customer
experience (CX) solutions for service providers, today launched QoI
Insights in their RouteThis Certify platform. This new feature
makes it easier for operations leaders to have unprecedented
real-time intelligence on WiFi installation quality, continuously
improve processes, and maximize field tech performance for
increased subscriber satisfaction.
RouteThis Certify enables an optimized, high-quality
installation that delivers the best WiFi CX possible from day one.
QoI Insights adds new layers of intelligence with aggregated
Quality of Install scores for each in-home WiFi installation. Field
operations leaders can recognize top performers or invest in
training to address areas of improvement. For example, QoI Insights
can help identify which technicians are not running a speed test or
are leaving a subscriber’s home without testing WiFi coverage in
multiple rooms. Future releases of QoI Insights will include
aggregated team views, and later in 2024, a dashboard with charts
and visualizations will make it even easier for operations leaders
to leverage QoI data.
“RouteThis empowers our customers with solutions that deliver a
great in-home WiFi experience. QoI Insights adds more value to our
RouteThis Certify platform with real-time access to installation
quality data that can improve processes and ensure a flawless
subscriber experience,” said Mike Giannotta, AVP of Product at
RouteThis. “By pinpointing the most critical elements of a
successful WiFi installation, we make it easy for operations
leaders at service providers to measure and improve WiFi
installation quality. This helps create better-trained technicians,
happier subscribers, and a better bottom line.”
Additionally, RouteThis Certify has a new user-friendly
installation certificate that documents the details of the WiFi
installation, sent to both the customer and back-office support
teams to maintain a record of the work performed and the outcomes
from the site visit.
QoI is a concept introduced by RouteThis in early 2024,
consisting of five key performance indicators that allow service
providers to measure home WiFi installation success and maintain a
consistent high-quality subscriber experience. These metrics
include verifying actual WiFi speeds match plan speeds, ensuring no
coverage issues, and solving any issues detected by RouteThis
Certify. Achieving high WiFi Quality of Experience (QoE) at initial
installation greatly increases customer satisfaction and reduces
the volume of support calls and truck rolls which translates into
cost savings. Additionally, WiFi coverage testing can also uncover
mesh upsell opportunities, leading to increased average revenue per
user (ARPU).
Just like other RouteThis solutions, RouteThis Certify works
with any brand of CPE, allowing service providers to utilize a
single solution across their entire install base, eliminating
complexity and streamlining WiFi installation processes.
The broadband marketplace is more competitive than ever as more
ISPs look to leverage the $42.45 billion in NTIA Broadband Equity,
Access, and Deployment (BEAD) funding to build new broadband
networks and expand existing coverage. To acquire and retain
subscribers, ISPs need to differentiate beyond low prices and fast
speeds. Broadband subscribers now expect flawless WiFi connectivity
on every device and in every room on day one of service, so a
superior subscriber experience is critical to successful
deployments and sticky subscribers.
To learn more about QoI Insights in RouteThis Certify, visit
RouteThis.com or visit the RouteThis booth (#332) at Fiber Connect
2024, held July 29-30, 2024, in Nashville, Tenn.
About RouteThis
RouteThis is transforming WiFi customer experience by empowering
Service Providers and Smart Home brands to deliver exceptional
in-home WiFi installation, repair and support with CPE-agnostic
software solutions and remote service platforms. RouteThis has
served over 175 companies globally, with key value driven by
reducing average handle time, deploying fewer truck rolls, and
increasing average revenue per user. Headquartered in Ontario,
Canada, visit RouteThis.com and follow us on LinkedIn to learn
more.
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Media Contact: Autumn Minnich Connect2 Communications for
RouteThis RouteThis@connect2comm.com