Alternative UK Broadband ISP Kloud9 Tasks Aprecomm to Improve Customer Service

Alternative network operator and ISP Kloud9, which has built a number of full fibre (FTTP) broadband networks for specific urban and rural communities (example), have signed a new partnership with Aprecomm that it hopes will “build better-connected experiences for its subscribers, increase customer satisfaction and reduce support costs.”

The Cheshire-based ISP plans to achieve this by deploying Aprecomm’s suite of AI-powered customer experience applications to enhance connectivity offerings for broadband customers, such as though the adoption of things like a “self-optimizing and self-healing approach to WiFi” and cloud-based support applications that leverage real-time data to “predict and resolve customer service issues before they happen“.

Aprecomm claims that this approach, when used on other ISPs, has shown increased subscriber satisfaction and reduce operational costs, such as a 62% reduction in truck rolls, a 35% improvement in first-call resolutions and a 30% reduction in call resolution times. This data is said to have been sampled from a broadband ISP who monitored 400,000 subscribers over 12 months ending August 2022.

Tom Henaghen, Operations Director of Kloud9, said:

“We needed to select a partner who shares the same passion for customer experience which is the cornerstone of our offering and a key market differentiator. We now have the cloud-based tools needed to rapidly deploy, upgrade and optimize our services, while access to real-time network and application performance data will enable us to streamline our support approach, creating better experiences for subscribers and generating cost-efficiencies within our business.”

Aprecomm is showcasing its platform on stand #167 at Connected Britain in London on the 11th and 12th of September 2024.