EnterpriseWizard Case Studies

EnterpriseWizard Case Studies

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SupportWizard provides 100% ROI in less than a month by automating ISP services

REDWOOD CITY, CA -- (INTERNET WIRE) – 10/29/2002. SupportWizard, the leading provider of technical support automation solutions for small to midsize companies, continues its record of rapid deployment and immediate return on investment with a product deployment at SPIS.NET that generated a 100% ROI in less than a month.

SPIS.NET is a regional ISP that was drowning in paperwork and inefficient processes. They needed to automate their support and services operation and chose SupportWizard for its ease of implementation, scripting capabilities and support for Linux, FreeBSD and Windows operating systems.

With a time investment of less than one man week and a cost of under $8,000, the system was fully deployed and integrated with existing backend systems.  As a result, support staff productivity has doubled, paperwork has been eliminated and the time taken to set up and bill new customer accounts has been reduced from hours, or even days, to minutes. The system automates email setup, domain name (DNS) creation and integrates with the RADIUS server. The company is now able to continue its rapid growth without increasing headcount. The ROI for the implementation of SupportWizard was less than one month.

Said Craig Winstead, CEO of Spis.Net “New accounts used to take hours (and sometimes days) to set up, now we use a single web-based form and they are ready in one or two minutes. This has greatly increased productivity in our technical support department and allowed us to focus on meeting our customers’ real needs. Customer satisfaction with our technical and support departments have more than doubled since we’ve put Support Wizard into production.”

Spis.Net is an Internet Service Provider (ISP), offering a range of different types of internet connections, networking and consulting services.  They are constantly working to improve customer service and problem tracking and were also seeking a one-step user creation process to eliminate the paperwork involved in each customer acquisition.

Spis.Net realized that customer tracking, ease of account creation and problem tracking was key to a successful business in their industry. 

• ·         Paper Trail

Prior to deploying SupportWizard, there were several steps to creating a user.  Whoever took the phone call from the new customer had to fill out a paper contract, fax it to the technical support department, which had to call the customer, then fax the contract over to the billing department.

• ·         Organization

An easily accessible list of accounts was not available.  This made it very difficult for the staff when a customer issue was raised that had to be shared between technicians.

• ·         Redundant Work

When a new customer was added to the network, several steps had to be taken before the user was able to begin service.  The information from the hand-written contract had to be entered in up to 5 different systems before a user was able to connect.

Spis.Net needed a way to create an account in one simple step, track customer issues efficiently, and allow everyone in the company to access a single customer list and set of account issues.

With a limited budget, the system had to be easy to maintain and integrate with existing back-end system. For example, it had to automate email setup, domain name (DNS) creation and integrate with the RADIUS server

SupportWizard was fully deployed and integrated with back-end systems in less than one man-week. Now a customer’s account is created in one simple step and the technical support staff is automatically notified to contact the customer and walk them through any setups that they may need. The response time for this setup has been halved since the deployment of Support Wizard in the company. 

Once a technical support person has walked the new customer through their setup, the status of the account is changed to notify the billing department that the account is able to access the network and is ready for invoicing.  SupportWizard includes the contact information in the notification email that is automatically sent to the billing department. 

With the help of custom scripts, Support Wizard automatically enters all of the account information into the Linux based servers for network access.  The user information is added in to the RADIUS server, an email account is created; it can even register a domain name and create DNS records, all with one easy form.  Spis.Net is now also able to track problems and share information between engineers regarding an issue with a customer; this has doubled the productivity of the support staff