The support system was strained.Now the experience matches the network.
MyRepublic Broadband is a broadband business. Its network was fast, but the customer experience was not. Contacts ran as high as 0.41 per subscriber, abandon rates hit 40% and NPS sat at 12.14. We mapped the journey, measured every contact and handoff, then rebuilt support around a digital-first approach. Same team, same headcount, better numbers.
- 0.12
- Contacts per subscriber, after
- 6%
- Abandon rate, after
- 40.92
- NPS, after
The network was fast.The support experience was not.
MyRepublic Broadband moves at broadband speed, but customer support was still running on fragmented channels, manual handoffs and reactive firefighting. Contacts ran as high as 0.41 per subscriber, abandon rates hit 40% and NPS sat at 12.14. The journey was broken, and customers were letting the business know.
When the journey was finally mapped and measured, the pattern was clear: the same questions were being answered repeatedly, handoffs between channels were dropping context, and no one had a single view of the customer. The team was busy, but the experience was not improving.
"In a business built on speed, the customer experience matters just as much as the network. If your customers are waiting, your brand is waiting."
Strained support system
Contacts ran as high as 0.41 per subscriber. The support engine was overloaded and the experience was starting to damage the brand.
Unhappy customer experience
NPS sat at 12.14. Customers were reaching out repeatedly because the journey was broken, not because they wanted to.
Fragmented user journey
A customer could call, email, chat and still not get a consistent answer. Every channel operated in its own silo.
No measured view of the problem
No one knew exactly where contacts came from, why they abandoned, or which issues drove the most volume.
Mapped. Measured. Improved.Then transferred to digital first.
The same four-step method applied to a broadband customer operation. Structure first, technology second, proof at every step.
Mapped it
- Mapped the full customer service journey end to end
- Identified every handoff between phone, email, chat and in-app
- Found the repeat contacts, dead ends and silent abandon points
- Prioritised by volume, customer pain and cost to serve
Measured it
- Measured contacts per subscriber by channel and reason
- Quantified abandon rates, wait times and first-contact resolution
- Built a baseline so every improvement was provable
- Tracked NPS alongside operational metrics, not after the fact
Improved efficiency
- Redesigned journeys before adding any technology
- Removed duplicate steps and unnecessary handoffs
- Linked disconnected channels through a single customer view
- Introduced self-service for the highest-volume requests
Transferred to digital first
- Automated the heavy lifting with rules, not manual effort
- Added AI for recurring billing, plan and troubleshooting queries
- Created a single digital front door for customer requests
- Made data-driven continuous improvement the norm
Six customer touchpoints.Now one connected experience.
Call routing and queueing
Smart IVR that gets customers to the right team first time, with callback options during peaks.
Chat deflection
AI chat handles the high-volume billing and plan questions, with clean handoff to a human.
Email triage
Automated classification and routing so enquiries land with context, not a blank ticket.
Self-service portal
One digital front door for plan checks, payments, troubleshooting and appointment booking.
AI troubleshooting
Instant answers to recurring connectivity and billing questions, available 24/7.
Contact analytics
Real-time visibility into contacts, abandons, resolution and NPS by channel and reason.
From strainedto streamlined.
Before
- Contacts as high as 0.41 per subscriber
- Abandon rates at 40% during peak periods
- NPS of 12.14, well below industry pace
- Fragmented journey across phone, email and chat
- No measured view of why customers were calling
After
- Contacts down to 0.12 per subscriber
- Abandon rates down to 6%
- NPS up to 40.92
- Same team, same headcount, better results
- A digital-first customer operating model
0.41 → 0.12
Contacts per subscriber
40% → 6%
Abandon rate
12.14 → 40.92
Net Promoter Score
Same team
No extra headcount
Outcomes from this engagement. Individual results may vary depending on scope, industry and implementation.
Technology didn't replace the support team.It gave them the customer back.
Customer experience
- Shorter wait times and fewer repeats
- Consistent answers across every channel
- 24/7 AI support for common questions
- Self-service for the highest-volume requests
Support team impact
- From reactive to proactive
- More time for complex, high-value cases
- Higher morale and lower churn
- Context-rich handoffs from AI and self-service
Business impact
- Scalable support without new headcount
- Lower cost to serve per subscriber
- Higher NPS and retention
- A digital-first customer operating model
Contact mix, after transformation
"This didn't begin with technology. It began with the customer. Technology didn't replace the support team. It elevated them."
Wayne Johnson
Managing Director, MyRepublic Digital
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