Intact Support

Throughout 2020, we tested an idea to improve the customer journey for intact fibre orders and consequently delivered this as an interim solution in late 2020. The idea was that by testing the status of an intact ONT at the time an order was placed, we could proactively troubleshoot any ONT issues. This would remove some pain points from the current customer journey and reduce the number of customers calling you. 

What is Intact Support?

We are increasingly seeing more orders at addresses where fibre is already installed (intact orders) compared to addresses where an install is required. We noticed that customer satisfaction for intact connections is significantly lower than for installs, and wanted to understand why, in order to improve. After some investigation, we identified upfront triaging as a possible improvement.

Intact Support was then established, proactively testing the ONT status at the time an intact order was submitted. We know there are ONT issues with about 30% of intact connections. Testing the ONT status provided an indication of where a successful connection could be at risk, because of:

• a power related issue - which could be as simple as the ONT being powered off or a more complex issue (i.e. missing power supply or cable); or
• a network or ONT fault

If our test identified a potential issue, we would prompt the end customer to use an online self-service tool to try and remedy the issue*. We did this by sending a text message.

Note:

• *1% of ONT issues on intact orders require a truck roll to fix. These are not in scope but remain on our radar to address in the future.
• Intact Support is provided on Consumer orders only

Timeline

• Jul/Aug 2020: First Intact Support trial was run, on ~2000 Connect Primary orders with a Grey or Black ONT status and a mobile contact number provided
• Oct 2020: Interim process implemented for Grey/Black Status ONTs
• Oct-Nov 2020: Trial completed for Green Status ONTs, decision made to leave Green Status ONTs out of scope following limited benefit seen
• Feb 2021: Interim process expanded to include Connect & Replace orders

Trial Results

The Intact Support trial for Grey/Black Status ONTs demonstrated:

• Strong level of self-service uptake: we contacted 1,987 end-customers via SMS with an ‘at risk’ ONT status during the trial. 69% of these end-customers opened the Chorus website link provided in our SMS.
• Increase in CX: Intact Support provided to end-customers involved in the trial contributed to a customer experience (CX) score of 8.4, compared to 7.4 during the same month for end-customers not involved in the trial. This exceeded our expectations; with scores improving across communications, timing and fibre performance.
• Reduced RSP and end-customer effort: 277 end-customers involved in the trial ordered an ONT power cable directly from the Chorus website rather than contacting their RSP for assistance.

Full results for both trials completed can be found under Resources.

Screen shots of self-service webpage & SMS

Contact

More details about the intact programme can be found on our dedicated webpage.