Challenges

As a new broadband entrant, Gigabit IQ faced five main challenges due to its inefficient initial setup (using different tools for different functionalities created a “mismatch of tools and capabilities”).

1. The customer support team relied on generic CRM platforms like Salesforce, which were not designed for telecom workflows. As a result, essential functions such as service provisioning, customer engagement, and support were handled through multiple disconnected third-party tools, making processes inefficient and difficult to scale.
2. The lack of telecom-specific best practices further complicated internal operations. Refunds, credit and customer policies were managed inconsistently and without a clear framework.
3. Onboarding onto previous platforms was challenging, with poor support and largely self-directed, leading to uncertainty and missteps.
4. Customer communications, particularly around outages and planned maintenance, required manual coordination, increasing the workload on staff.
5. The fragmented setup made it difficult to scale efficiently, limiting the company’s ability to support its long-term growth and service ambitions.

Solution

How Splynx has become a game changer for Gigabit IQ’s growth

In 2023, after a thorough due diligence process, Gigabit IQ chose Splynx and migrated all its data to the platform, integrating OSS/BSS in one place. This integration brought immediate benefits, especially in customer journey, engagement, service delivery, support, CRM and marketing processes.

Gigabit IQ’s team didn’t just look at Splynx. Of course, they did what any other provider would do. Before making a final decision, they compared various alternatives, including solutions from U.S.-based providers and those who had created their own platforms as operators.

Implementation

A cost-effective solution that could help Gigabit IQ to consolidate all needed functionality into one single umbrella with a centralized dashboard.

It’s natural for ISP owners to have concerns before adopting a new OSS/BSS platform. For Gigabit IQ, complex onboarding and local support issues, similar to their experience with Salesforce, were the biggest ones. They initially had the same concern about Splynx.

As UK’s broadband provider desired more “handheld guidance” with precise instructions. That’s what they got in a history that ended with a strong partnership. Here’s how the UK’s broadband provider founder describes their onboarding experience to Splynx:

By the way, if you’re considering a new platform to run your ISP and weighing up options right now, it’s better to look at this insightful article about switching and data migration. It breaks down the most common concerns and is entirely drawn from direct feedback and providers’ experience like yours.

How Gigabit IQ’s Core Internal Processes and Customer Operations were Automated

✅ Billing + Accounting

Splynx’s flexibility and API capabilities were crucial for Gigabit IQ’s automation to connect third-party tools and ensure seamless data flow under one roof. Based on pre-defined business processes, Splynx integrates with QuickBooks accounting and the GoCardless payment system to streamline billing workflows and accuracy. This reduced the manual labor required from Gigabit IQ’s team to reconcile payments, link them to the right customers and invoices, update their status, and auto-cut a connection when a user doesn’t pay.

From a single interface, customer service agents can view invoices, payment history, and next billing dates, allowing them to identify billing and payment issues quickly. This streamlined centralized access to billing data enabled agents to provide customers with relevant information about their billing cycle, payment options, or upcoming charges, ensuring a smooth customer experience and minimizing delays in addressing billing-related concerns.

When canceling or changing a charge, Gigabit IQ’s agents don’t need to adjust anything manually anymore. Any change to a customer’s subscription is immediately reflected in their account and automatically prorated for their monthly invoice, with all necessary recalculations (refund unused money, fees, discounts, taxes).

✅Customer Onboarding and Service Delivery

Splynx’s fully integrated and customizable CRM allowed Gigabit IQ to automate the entire provisioning process for their customers, from quoting new services and contract signing to network integrations and technician scheduling. Automatic addition of new leads into the CRM directly from the website’s customized sign-up form significantly reduced the workload. The previous onboarding flow required manual intervention from the internal support team, resulting in a longer time to onboard a new customer.

For service delivery, by integrating CRM, Scheduling, Ticketing and Inventory Splynx allowed Gigabit IQ to move away from disparate systems and bring all operational functions under one unified platform. This integration is vital for automated service fulfillment. Once customers agree to proceed with the services, a relevant ticket and field service task can be instantly created directly on the customer’s profile, and all parties will receive it. In the backend, Splynx tracks and allocates (through selling, renting, assigning or moving stock) equipment from inventory to customers, automatically updating its status as task progresses.

✅Communication and Support

Communication is key to good relationships in any business, and for local internet providers like Gigabit IQ, it can mean the difference between growth and simply staying afloat.

Splynx provides a “one-window” approach to customer communication, ensuring a unified experience regardless of the channel used (Email, SMS, Calls, Chat, etc.). All communication history and activities are displayed on a single page (Communication tab in the account profile), ensuring every team member stays informed and ready to act.

So, instead of logging in and out of multiple systems to find information, Gigabit IQ agents could access all the customer data they needed in one place. They could quickly grasp all context, understand previous issues or queries, and avoid asking customers repetitive questions. By prioritizing proactive communication and assistance with fiber planning and other Wi-Fi optimization services, Gigabit IQ significantly increased customer retention and fostered long-term customer loyalty.

✅Customer-centric Client Portal

One of the important features related to customer management, especially in supporting Gigabit IQ’s Community Wi-Fi project, was implementing Splynx’s self-service customer portal, which improved customer satisfaction.

Results

Community Wi-Fi Success, Awards and Industry Recognition

Splynx played a crucial role in managing Gigabit IQ’s Community Wi-Fi, enabling the deployment of 30+ Wi-Fi hotspots in villages that did not even have 4G coverage.

This initiative was a “huge success” and a “game changer” for Gigabit IQ, attracting footfall to local businesses and garnering significant positive feedback and recognition from the press and government officials, including the Minister of Justice (in the previous government) and MP for East Hampshire Damian Hinds. This directly contributed to Gigabit IQ being shortlisted for the Best Community Wi-Fi award.

Now, Gigabit IQ considers using Powerlynx, which fully integrates with Splynx, enabling more advanced hotspot management and marketing features. Also, Gigabit IQ’s team implemented Splynx’s white-labeled mobile client portal, allowing customers to manage their accounts, services, usage, and payments themselves. With its (branded as My Gigabit IQ) upcoming launch, Gigabit IQ’s team expects to see a significantly reduced number of calls and support ticket volume to their helpdesk.

Play in the same arena as the “big guys”

Offering comparable and, in some cases, better service quality and customer experience, Gigabit IQ helps better compete more effectively with larger, more established operators. Operational efficiency is key here. Partnering with Splynx and leveraging its automation capabilities, Gigabit IQ’s team successfully improved their daily processes and gained a competitive advantage without incurring the prohibitive costs and complexities often associated with larger systems.

Cost Savings & Efficiency

Splynx provided handheld guidance and practical advice, enabling Gigabit IQ to smooth out some of the nuances of the processes that weren’t optimized. This specifically included optimizing financial policies and guidelines and credit refund processes, which led to Gigabit IQ becoming more efficient. Its ease of integration and lower costs compared to other OSS/BSS solutions were also crucial, as other platforms are often “not scalable” and have huge integration costs, trapping providers.

Customer Satisfaction & NPS

Gigabit IQ exemplifies what we call a ‘proactive ISP’ – one that deeply understands customer pain points and actively addresses them by closing this gap from the business side, having a powerful USP. Their unique selling proposition (USP) is significantly enhanced by integrating value-added services such as robust parental controls, a customer portal mobile app, and community Wi-Fi hotspot projects.

This proactive and community-driven approach has directly contributed to their consistently high customer satisfaction scores and Net Promoter Score (NPS). Gigabit IQ’s commitment to exceptional customer experience sets a benchmark that other ISPs should strive to emulate.

Additionally, Gigabit IQ is a leading advocate for online safety initiatives in the UK, emphasizing safer internet usage, especially for children. Through their FamilyGuard+ system, Gigabit IQ protects households by blocking sensitive and inappropriate content at the network level, covering every connected device and ensuring safety even when individual sites or apps lack effective age verification.

Don’t just take our word for it… see customer reviews on Google/Trustpilot and their feedback about onboarding experience and smooth service delivery.