As you know, we’ve been working for several years to improve the Intact connection experience for you and your customers. Last year, we ran the Intact Jeopardy Management trial with a few of you to explore whether we could identify and resolve order issues before activation. 

In September 2024, we shared the results of this trial. We found that while we could help customers detect connection issues – such as missing or faulty ONTs and cables – order entry wasn’t the right time to ask them to troubleshoot due to access and system limitations. Within this update we outlined our next step: using these insights to design an ideal customer journey that identifies and resolves issues before activation, ensuring a smoother experience for all.

We’ve now completed this work and designed a customer journey that helps customers identify potential connection issues before their activation date, allowing us to intervene proactively and improve their experience.  

At a high level, customers will be invited to access a Chorus website which will confirm order information, ONT serial number, and run a test on the ONT to ensure it is working correctly.  

If an issue is detected, interventions could include:

• Fixing address records
• Proactively scheduling a truck roll to the inflight provisioning order to avoid the need for a fault to be raised and/or billing customers before their service is running
• Sending out a replacement power supply if needed
• Providing guidance on the correct port to connect to if we identify that the customer hasn’t connected their modem/router correctly

Before we commence any development, we would like to check in with you to ensure this journey is the right one to help you and your customers get connected first time.

Workshop registration

We’re running a workshop to gain feedback and explore potential impacts this may have. Register for the session by clicking/tapping on the appointment icon in the right-hand column below. 

Date	Time	Appointment - click icon to add to calendar
Wednesday, 12 March 2025	3:00-4:00PM

Contact

If you have any questions, please reach out to your friendly Chorus Customer Engagement team.