Rural ISP Quickline to Enhance Field Services and Customer Support

Broadband ISP Quickline has signed a £1m+ partnership with makepositive, which will help to enhance their customer support, field services and inventory management. The move will aid their plan to deploy a new full fibre (FTTP) network to 96 locations (55,000 premises) across Yorkshire and Lincolnshire in England.

“We are committed to bringing reliable broadband to rural areas with the fastest speeds available. To provide the best service to our customers it is important that we work as efficiently as possible. With makepositive and Salesforce Communications Cloud we’ll be able to enhance operational efficiency and accelerate service delivery to our customers, wherever they are,” said Sean Hancock, Head of Systems at Quickline.

Quickline is being supported by a £500m investment from Northleaf Capital Partners, which acquired the provider in 2021. Quickline has previously stated that this would fuel their aspiration to cover 500,000 UK premises in rural and semi-rural areas with “ultrafast broadband” via a mix of FTTP and 5G based FWA (wireless) infrastructure “by 2025” (here).

The operator has already covered 300,000 premises via just their wireless network, while their XGS-PON based Fibre-to-the-Premises (FTTP) deployment has so far covered 10,000 premises across over 20 rural communities. But they’re initially aiming to reach 96 rural locations (55,000 premises) across Yorkshire and Lincolnshire in England (deployment plan).

The service from makepositive will prioritise three key transformations:

• Enhance the efficiency and effectiveness of field services, ensuring timely and high-quality service delivery to customers.
• Use data-driven insights to optimise inventory and van stock management, and achieve efficient stock levels, reduce costs, and minimise stockouts.
• Utilise the solution’s comprehensive customer engagement capabilities, to deliver personalised and seamless support experiences.