"We needed a solution that would help us scale to future demand more quickly, recoup the cost of acquiring subscribers, and provide a great customer experience. After an exhaustive review process, we determined that SupportSoft has the ideal end-to-end solution to provide our subscribers with the quality they need in real time."
The Company
To think of Time Warner Cable as simply providing cable TV service seems quaint anymore. Along with cable delivery to 10.9 million subscribers, the communications giant is the second largest U.S. broadband service provider with more than 4.1 million Road Runner High-Speed Online subscribers. And the number is growing, as the company enhances download speeds and as broadband dovetails with other Time Warner Cable services, including basic cable TV, digital video and VoIP product offerings.
Did You Know?
Time Warner Cable owns or manages cable systems serving subscribers in 27 states, which include some of the most technologically advanced, best-clustered cable systems in the country with more than 75% of the Company's customers in systems of 300,000 subscribers or more.
The Need
Time Warner was seeing an increase in customer care calls well beyond historical levels. The length of each call was increasing as a result of the more advanced products they were providing to subscribers. The combination had a significant impact on local call centers. Problem-solving tools needed to be provided not only for customers, but also for its Customer Service Representatives (CSRs). The right solution would tap into a back-end application and offer several options and levels of information based on who was accessing it. Time Warner Cable initially focused on streamlining two primary areas: installing and activating Road Runner Medic technology on customer PCs, and providing ongoing customer support.
The Solution
To enable this new support infrastructure, the company deployed SupportSoft SmartAccess, Service Automation Suite, and Knowledge Center Suite software.
Prior to deploying SmartAccess, subscribers had to install a software CD to begin the activation process. But CDs were often obsolete as soon as they reached new customers, so they had to first install the CD and then download updates over the Web. But with SmartAccess, Road Runner subscribers can quickly establish a broadband connection and immediately install drivers.
The Service Automation Suite helps Road Runner Medic deliver the right answer faster by connecting subscribers to the most appropriate resource for help. The software allows Time Warner to reduce common complaints by self-diagnosing and resolving many problems automatically without the need for human intervention.
Assisted by the SupportSoft Knowledge Center Suite, Time Warner CSRs gain timely access to support information to help them help customers better and faster.
