Success Story:
US Internet Service Provider.

Ignition CX cements itself as American internet service provider’s chosen global customer lifecycle partner. Ignition ensures this partner’s obsession on customer experience is delivered to its customers through providing integrated digital marketing, sales, customer experience and product solutions.

Success Stories

The approach and solution.

In 2019, under new management, this American internet service provider was motivated by its new vision of providing the best customer experience and best connectivity solutions to its customers across the United States. Their initial need was for a partner to assist with customer care and tech support.

The Solutions Implemented

Customer
care

Ignition customer care experts were assigned to the campaign.

Technical
support

Technical support was provided, assisting customers with day-to-day technical issues surrounding fibre-based internet services.

Since that first campaign, the scope of the relationship between Ignition CX and this partner has grown substantially. Ignition has supplied additional service and also assisted our partner in developing revenue streams.

The Results.

The Ignition team working on this partnership has tripled in size and now stands at 151 heads, with further growth anticipated for the second quarter of 2024. With a deep understanding of the customer’s needs, Ignition was able to provide a wide spectrum of services to the client. This demonstrated the ability for Ignition to continually exceed customer expectations and integrate deeply into the operations of a large US brand.

Campaign growth: 300% increase in the number of agents on the campaign.

Six lines of business with this partner: tech support, billing, retentions, WiHi support, Concierge, and email tech support.

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Scope growth: Tier 2 support to be rolled out, which will further increase the number of Ignitioners working with this brand.

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Concierge: We provide concierge support for new customer installation, which is a brand-new service for this partner.

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Email Tech support: We provide technical support to our partner’s customers.

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Remote support: 24-hour remote access support on related devices, with remote assistance from a technician.

New revenue streams: Ignition sales experts upsell additional services to add further revenue streams for the client.

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VAS growth: The sale of white-labelled add-on products grew in value by 600% in just three months.

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Solutions

Our Work

Company

Careers

Success Story:
US Internet Service Provider.

The approach and solution.

The Solutions Implemented

The Results.

Connect with Ignition CX

Solutions

Our Work

Company

Careers

Success Story:US Internet Service Provider.

The approach and solution.

The Solutions Implemented

The Results.

Connect with Ignition CX

Success Story:
US Internet Service Provider.