Since offering Plume-powered solutions, All West has seen:
A case study
All West Communications drives customer base up by 46% with Plume’s AI-solution
20%
Improvement in customer resolution time
15%
Reduction in truck rolls
46%
Growth in its managed WiFi subscriber base
Background
Since 1965, MCTV has served more than 55,000 US homes and businesses in Ohio and West Virginia with advanced broadband products, including high-speed internet, digital TV, and dedicated fiber-optic connections. MCTV is one of the 60 largest cable TV companies in North America but regardless of their size, the company is closely tied to the communities they serve and works hard to deliver on their commitment to same-day troubleshooting and problem resolution.
“All West is excited to bring our community the next level of speed, personalization, security, and control by partnering with Plume. As leaders in broadband technology, we know that the modern smart home requires a personalized approach tailored to each person, home, and device. Plume does just that.”
Matt Weller
President of All West
All West highlights
Utah, USA
Headquarters in Kamas, UT
109
Years of service to the community
Plume helps CSPs improve service, reduce operating expenses, and increase their capability to upgrade and deploy new services.
Plume, HomePass and Adapt are trademarks or registered trademarks of Plume Design, Inc. Company and product names are used for informational purposes only and may be trademarks of their respective owners. Copyright 2021 - Plume Design, Inc. All rights reserved. www.plume.com
The outcome
The solution
The challenge
The outcome
Since launching Internet Made Easy, Powered by Plume, All West has seen a threefold increase in the adoption of its managed WiFi service and a 46% growth in its subscriber base. Its annual customer pulse survey indicated greater satisfaction among those subscribed to the new Plume-powered solution than those who are not. This can be attributed to the fact that on top of optimal WiFi performance in every corner of their smart homes, All West customers now also enjoy:
The challenge
Broadband, TV streaming, and phone provider All West Communications values its connections with its customers as much as it does fast, solid connectivity. Touting, “We’re neighbors serving neighbors”, the company takes great pride in delivering high-quality individualized service, especially to their many senior-citizen subscribers who may not always be that tech-confident.
However, this became increasingly difficult to do. Too few trucks were available for personalized customer onboarding services as they had to be deployed to diagnose and resolve rising customer complaints.
One of the main problems was customer equipment. For its standalone internet plans and managed WiFi service, customers had the option of using their own routers, which were often not appropriate for the speeds All West was delivering (up to 1 Gbps fiber broadband). And without any way to make a proper diagnosis of the problem remotely, All West needed to send a technician out for every issue ticket raised.
All West needed a solution to reduce call volume and unnecessary truck rolls (and related operational costs), freeing up technicians to help with onboarding and upholding its promise of exceptional customer service. After extensive research of the various managed WiFi solutions available on the market, All West found what it needed in Plume.
The solution
Plume’s cloud-based SaaS experience platform gave All West better control of network performance with back-end tools that allowed the provider to monitor and troubleshoot problems in real-time and automate workflows to resolve customer issues proactively.
That wasn’t all. With Plume, All West was able to enhance its service portfolio with a new, managed WiFi offering: Internet Made Easy, Powered by Plume. This new service replaces All West’s initial managed WiFi service, is offered at the same price point, and includes up to two SuperPods (Plume’s proprietary WiFi gear), depending on the package selected. What made the new service even more attractive to customers were features such as custom guest access, parental controls, and AI security for added protection of their devices. Plume’s AI-powered adaptive WiFi system also allowed customers to make the most of All West’s ultrafast broadband connection in every corner of their homes.
The partnership with Plume was also timely. Ten days after All West launched its new managed WiFi service, the pandemic-related lockdowns hit. But with Plume already integrated into its system, All West was able to troubleshoot remotely and offer customers simple self-help options—including self-install via the HomePass app—keeping its support teams and customers safe.
Download the All West case study
Download the All West case study
Download the All West case study
Download the All West case study
Began offering Plume HomePass solutions in March 2020
March 2020
Number of households served across Wyoming and Utah
14,944
Named best telecommunications provider at Utah’s Best of State® Awards
2021 Best of State: Utah
On the back-end, with access to Plume’s full customer experience management platform, All West now has the tools to assess and resolve customer issues proactively and remotely, eliminate latency, afford customers the connectivity they’re paying for, and more. This in turn has translated into a 15% reduction in customer call volumes and unnecessary truck rolls.
Having addressed its operational and subscriber concerns, All West can now channel its technicians and customer support toward the personalized white-glove service it promises as a neighbor serving neighbors.
A safer online experience with AI security that detects and blocks potential security threats, customizes content access, and blocks unwanted ads.
More control over their internet experience with HomePass, which lets users manage guest and child access to their network, set up profiles, and pause access to the internet—made easy with the app.
Began offering Plume HomePass solutions in March 2020
March 2020
Number of households served across Wyoming and Utah
14,944
Named best telecommunications provider at Utah’s Best of State® Awards
2021 Best of State: Utah
Began offering Plume HomePass solutions in March 2020
March 2020
Number of households served across Wyoming and Utah
14,944
Named best telecommunications provider at Utah’s Best of State® Awards
2021 Best of State: Utah