Welsh Full Fibre Broadband ISP Ogi Enhance Customer Support

Infracapital-backed network builder and broadband ISP Ogi, which is investing £200m to build a full fibre (FTTP) network across 150,000 premises in rural parts of Wales by 2025, has moved to “enhance its customer experience” by adopting Localz technology to improve how it handles end-user installations.

The provider, which has so far covered 42,000 premises (up from 23,000 in June 2022) and recently announced the latest update to its future rollout plan (here), has already connected premises across locations such as Haverfordwest, Rhoose, Llantwit Major, St Athan, Abergavenny and many more.

As part of that build, the broadband provider has also been seeking to ensure that reliability and speed were reflected in all parts of its services, starting at the initial installation. Ogi has thus chosen Localz to provide automated communications, technician tracking, and real-time feedback around installation appointments.

Localz’ automated ETA and tracking should enable Ogi to provide real-time updates on appointments and receive feedback from customers. The customer portal has support for multiple languages, allowing Ogi to also meet its commitment to provide hyperlocal service across Wales.

Louise Healey, Ogi’s Head of Service Operations, said:

“Working with Localz has been a breath of fresh air. Localz integrated with our existing software, making it easy to track engineers to their job. What’s great about Localz is that customers can see their appointment details, see where the engineer is and provide feedback on the same platform.”

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