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Case Study

San Bruno Municipal Cable Improved Customer Support While Reducing Costs

San Bruno Municipal Cable Improved Customer Support While Reducing Costs

San Bruno Municipal Cable Improved Customer Support While Reducing Costs

ZCorum
Pages 3 Pages

San Bruno Municipal Cable partnered with ZCorum to replace its limited after-hours answering service with a fully managed broadband and cable television technical support operation. Previously, customers experiencing television issues during evenings or weekends often waited until the next business day for assistance, resulting in poor customer satisfaction and unnecessary technician dispatches. ZCorum introduced 24/7 technical support capable of resolving most subscriber issues immediately, including cable television troubleshooting, Pay-Per-View activation, remote set-top box refreshes, and billing verification through direct integration with San Bruno's GLDS billing system. The improved service reduced operating costs, minimized truck rolls, increased first-call resolution, and signific

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