London Inc. Spring 2021 - 15

" [Increased service calls]
was one of the things that we
saw with so many individuals
using internet services with
the pandemic, " says Ferreira.
" Being able to put an app in the
hands of our customers gave
us the ability to eliminate the
need to handle those customers
who felt like they wanted more of a
do-it-yourself option. "
That, in turn, freed up more time for
their reps to work with customers who did
need more help, reducing wait times, freeing
up representatives and generally making everything run
smoother.
As internet technology expands throughout our homes,
into our fridges and laundry machines, and as the range of
hardware options extends, enabling a more DIY maintenance system would seem to make a lot of sense. As more
things rely on the system, more are liable to drop off now
and again. For internet providers who want to develop a
reputation for reliability of service, putting the tools in the

hands of customers is a smart -
and efficient - way to go.
" Our approach is to make
sure that we are offering a
service that meets the demands
of the customer, when and how
they want it, " Ferreira says. " If
a customer wants it in a DIY
fashion, we've got to be able to
support that. If they want to be able
to talk to a representative, that's why
we also pride ourselves on having reps
that talk to you like a friend or a family
member - something that's really unique to
Start, and something we will never change. "
This, Ferreira observes, is the way the world is going.
" We all live in an extremely fast-paced world. Everything
from paying your bills faster to adding a new TV channel
- being able to do that on-demand with relative ease is the
way customers are going to want their services to exist.
Being able to be very ﬂexible and responsive to what our
customers are asking for is where we need to be. "
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London Inc. Spring 2021

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