MTS – Manitoba Telecom Service seamlessly Increases Qualified Sales Leads, and shortens the sales cycle

• 70% solutions
• 9% escalations
• Enhances customer service
• Minimizes “Level 1”

The Company
MTS is Canada’s third-largest communications provider, with 7,000 dedicated employees focused on delivering outstanding value to its customers. Seamlessly blending innovative solutions and world-class technology, MTS connects its customers to the world. MTS serves enterprise and residential customers in Manitoba with a full suite of services ranging from wireline voice and high-speed data services, to next-generation wireless services, to MTS TV, through its MTS (Manitoba) division. Its Allstream division serves its national business customers with a world-class portfolio of Connectivity, Infrastructure Management and IT Services. Spanning more than 18,800 kilometres, MTS and Allstream have an extensive broadband fibre-optic network and the greatest reach of any competitive communication solutions provider in Canada.

The Dilemma
In order to maintain its reputation of connecting customers to the world, MTS was in need of a cohesive support solution.  The company wanted an online tool that would reduce call center volume, ensure a positive return on investment, and maximize online customer support. The support experience consisted of multiple FAQ lists, and a direct in-house call center that was an increasing expense.

Pat Solman, VP Customer Care for MTS described customer support as a hard-coded list of FAQ’s online, and call center, with an estimated average of 30,000 calls to technical support per month.

 The nature of the fast paced industry made it a necessity for a solution that would empower MTS to provide choices for users, and updates as efficiently as possible. The company’s goal was to enhance the customer service experience using a tool with a quick implementation period and limited costs.

The Solution
The company researched CRM solutions and discovered a tool while visiting a site that employed InstantSupport, powered by noHold.  InstantSupport is a web-based tool that empowers website customers to find answers to questions instantly. Delivered as a hosted model, (Application Service Provider) InstantSupport would enable MTS to cut costs with no embedded infrastructure to manage. The ‘chat-like’ window is interactive and is instantly responsive. This would allow MTS customers to get answers on their own terms. After meeting with the noHold sales team, MTS made the decision to launch a domain for Internet Services. The implementation cycle was quick with a “Go Live” date only four weeks after beginning the project. 

Upon going live, MTS was able to utilize the InstantMetrics feature to identify additional information requested by customers.  The InstantMetrics feature records all session logs and presents tool performance information by date.  The MTS team was fully trained, in a short amount of time, to use all InstantMetrics capabilities and keep the tool updated with information requested by its customers.

“noHold requires minimal resources and implementation is simple. We are able to look at what we can bring to the customer using a self-serve channel,” remarked Pat Solman, VP Customer Care, MTS.

In the past, technical difficulties resulted in high volume calls to the support center. As MTS realized that InstantSupport could answer these questions, alerts are posted, and the tool can be updated to respond to temporary problems.  As a result of the virtual assistant, incoming support calls saw an immediate and ongoing reduction.  The noHold solution assists users in finding a quick response to a temporary problem.

The Results
High solution rates were achieved within the first 3 weeks of launch. MTS averages solution rates of 70%, and low escalation averages of 9%.  noHold’s goal for InstantSupport solutions is 70%, with an escalation target of 10% or lower. Based on statistics, MTS has attained this goal. Email and call volumes have dropped, and MTS continues to achieve high solution rates. The interactive support tool can help with questions about setting up Internet service, configuration, verifying connection settings, email, and more.  If the tool does not have a readily available answer, a user is prompted to complete a form that is sent to technical support.

The high solution rates and decreased support costs were evidence that InstantSupport could assist MTS with its goal. The tool averages 2,400 sessions/interactions per month.

“This is a great unique service I have never seen before but is very simple, easy to use, and gives you answers you are looking for.” – MTS InstantSupport user.

“noHold reduces calls, resolves questions and solves problems. Customers like the tool because it provides answers when they need it, without waiting on hold,” Pat Solman, VP Customer Care, MTS. 

The Future
Based on positive results from the Internet support tool, MTS has extended its contract with noHold to launch a new domain.  The domain answers questions about television related products and services.

The October launch of the T.V. domain was an instant success! The domain’s solution rates reached a high 70% within the first month, and a low escalation average of 6%.

MTS continues to achieve high solution rates and realizes that the noHold solution has helped the company to reach its goal.

“We are absolutely happy with noHold. There are minimal resources involved, and limited costs. ” – Pat Solman, MTS.

InstantSupport empowers MTS to provide online customer care with ability to add real-time updates to technical support issues. The tool enables end users help themselves.

For more information and to schedule a  demonstration please click here.