Solutions Provided

NeoNova provides PRTC with Modem Management via Network Services, Support Services, and Help Desk Services. These services included network support, 24x7x365 support, a dedicated customer advocate, and more.

The Challenges

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.

The Solutions

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.

The Results

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.

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About Our Client

About Progressive Rural Telephone Company

Progressive Rural Telephone Co-Op., Inc. offers a full range of communication products and services to its’ Members in Laurens, Dodge, Wilkinson, Bleckley and Wheeler counties. We take pride in being your “Total Communication Provider”. PRTC works hard to provide quality services at the best prices. In addition to offering landline telephone service, we provide DSL (high-speed Internet) and Skitter TV (digital hi-def cable TV) to some areas. We pride ourselves on providing excellent customer service.  PRTC always strive to put our Members first.

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