Case Study: Red River Communications improves ticketing efficiency and customer service with NISC iVUE Connect

Red River Communications cuts after-hours escalation to 20% with NISC

Red River Communications, a broadband provider in North Dakota and Minnesota, faced challenges with its legacy customer service management system. The company sought to improve internal efficiency and customer experience by integrating its systems with its externally managed customer support provider. To achieve this, they worked with vendor NISC to switch to and implement the cloud-based iVUE Connect – Service solution.

NISC's solution involved integrating iVUE Connect using API tools, custom business rules, and an improved user interface. This integration allowed support agents to instantly access customer information, streamlined the provisioning of new services, and made training new staff easier. The results for Red River Communications were significant, including a reduction in call escalations to just 20% and an average wait time of only 30 seconds for after-hours calls, demonstrating a major improvement in customer service efficiency.

Red River Communications