For someone moving into a new place, one of the highest priorities is Internet access. So long before moving day, they search online for broadband, find a provider, enter their new address and find their new location is serviceable. They select their service, perhaps add a Wi-Fi router and submit their order. On the order confirmation page, they learn someone will call them to schedule a time to install the service.
Sadly, this is not a new story. For far too many broadband providers, the customer cannot schedule their installation at the time they place the order, which spawns additional problems. Providers fail to reach 100% of such customers when trying to call them back, so some orders are simply lost to competitors. Customer service agents make the calls to schedule a time for installation, which consumes labor. In many cases, agents must make multiple attempts to reconnect with the customer and each call increases costs and delays order conversion. Especially for those customers that feel the friction of multiple calls to schedule their installation, the customer experience has already taken a hit and they haven’t even used the Internet service yet.
This can be avoided with automation. With a few exceptions, customers should be able to schedule their Internet installation as part of the ordering process, which increases order conversion, accelerates revenue, prevents multiple downstream problems and requires less labor. It also improves the customer experience with less friction in the ordering process.
If you work at a provider that doesn’t automate a scheduled installation for the majority of new orders, visit the CONTACT page of this website to connect with us today. Constellation SaaS provides the continuity of automation you need, including scheduling installation as part of the order process. This is critical for you to grow and operate at scale.