Georgia provider Progressive Rural Telephone Co-Op has prided itself on being Rentz’ “Total Communication Provider” since 1953. To help keep their promise of providing quality services at the best prices, PRTC has managed to stay ahead of the times by constantly looking for new technology solutions. One such solution, NeoNova’s Modem Management platform, allowed PRTC to reduce truck rolls and save money by giving insight beyond customer’s modems into the devices being used in the home.
NeoNova worked with PRTC to deploy the Modem Management solution and train the help desk staff to more efficiently support customers. With the new Modem Management platform, customer issues can be resolved more efficiently by giving the support teams more insight into the home network. Support agents can login and view a detailed breakdown of the customer’s modem and connected devices. From there, they can easily locate and resolve issues based on the information provided. This enhanced troubleshooting capability helps cut down on the number of truck rolls to customer homes and allowed for faster and more effective support.
PRTC is able to uphold their pledge of being the Total Communication Provider to their customers and reduce costs through the use of NeoNova’s Modem Management tool. They currently have over 1,100 connected modems on the platform and are slowly working to fully convert their remaining customer modems. Since the launch of the Modem Management platform, PRTC has indicated a decrease in truck rolls and an increase in first call resolution.