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Install Procedure Helps NTL Broadband

Posted: 10th Jul, 2003 By: MarkJ
NTL has put the success of its broadband cable-modem service, or at least part of it, down to simplifying installation processes, thus increased its customer retention rate:

The company, which has 750,000 residential broadband customers in the UK, is using automation software from Motive Communications to ensure customers do not abandon installation attempts and go elsewhere.

'We were getting returns because consumers were saying, "we can't make it work, take it away",' Aizad Hussain, managing director of NTL Home told Computing. 'We don't get that anymore.'

The company is now using 'smart activation' technology from Motive, in the form of the NTL Broadband Installer/Checker. Engineers installing the broadband modems provide users with the Motive technology on a CD, which then automatically runs the set-up and installation process.


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