South Slope Communications
How a dedicated Aureon Contact Center team delivers consistent, around-the-clock ISP support for South Slope Cooperative Communications and their customers.
Partnership Overview
The Challenge South Slope Faced
South Slope Cooperative Communications needed reliable after-hours IT HelpDesk and Customer Care support. Their existing model presented gaps in service consistency and coverage during shift transitions, leaving room for customer experience to slip.
With competitors expanding across the Iowa City and Cedar Rapids corridor, leadership recognized that competing on experience required better tools, stronger data, and a more consistent service delivery model.
Coverage Gaps at Critical Hours
After-hours and shift-transition periods created inconsistencies in support quality and response times for customers.
Competitive Pressure
Growing competition in the Iowa City and Cedar Rapids corridor made service consistency a strategic priority, not just an operational one.
Aureon's Integrated ISP Support Model
The Aureon Contact Center partnered with South Slope to implement a fully integrated support model built specifically for ISP operations, not a generic help desk, but a program designed to function as a seamless extension of South Slope's team.
Direct System Access
Agents log directly into South Slope's OSS and ticketing systems for live troubleshooting and accurate reporting.
First Call Resolution Strategy
Process alignment focused on resolving issues at first contact, reducing repeat calls and unnecessary dispatch.
Flexible Surge Staffing
Scalable staffing coverage supports outage events and peak call volumes without disrupting baseline service.
KPI Collaboration and Standardized Handling
Regular reviews of FCR, escalations, and call trends, paired with consistent scripting across all shifts.
Measurable Results, Built to Last
Since implementing Aureon's Contact Center solution, South Slope has seen measurable operational improvements aligned with ISP performance benchmarks, with leadership now free to focus on data and growth rather than staffing gaps.
Increased First Call Resolution
An 11% increase in FCR means more issues resolved on the initial call, reducing repeat contacts and unnecessary dispatch.
Reduced After-Hours Escalations
After-hours and weekend escalations to internal teams have decreased, improving response times across the board.
Improved Efficiency and Consistency
Dedicated agents eliminated shift-based inconsistencies, and dispatch is now tied to lifecycle equipment replacement rather than avoidable troubleshooting gaps.
Greater Leadership Focus
Supervisors spend less time on staffing gaps and more time on data and growth. South Slope's NPS continues to trend upward, reflecting stronger customer loyalty.
Key Results
More issues resolved on the initial call, reducing repeat contacts and unnecessary dispatch.
Around-the-clock coverage reducing after-hours escalations and service delays for South Slope customers.
Scalable coverage supports outage events and peak call volumes without disrupting baseline service.
After-hours and weekend escalations to internal teams have decreased, improving response times across the board.
South Slope's NPS continues to trend upward, reflecting stronger customer loyalty and improved service consistency.
Supervisors spend less time on staffing gaps and more time on data, strategy, and growth.
Flexible and collaborative are the two words I would use. When challenges arise, Aureon steps in quickly, adjusts, and works with us to improve.
Built on Flexibility and Consistent Delivery
South Slope Cooperative Communications turned to Aureon to solve a real operational challenge: after-hours IT HelpDesk and Customer Care support that was inconsistent and difficult to scale. With competitors expanding across the Iowa City and Cedar Rapids corridor, South Slope needed a partner that could deliver reliable, around-the-clock service without sacrificing quality.
Aureon's Contact Center built a fully integrated support model designed specifically for ISP operations. Agents log directly into South Slope's OSS and ticketing systems, follow standardized scripts across all shifts, and participate in regular KPI reviews covering first call resolution, escalations, and call trends. The result is a support experience that functions as a seamless extension of South Slope's own team.
With Aureon managing after-hours complexity, including surge staffing, process alignment, and performance reporting, South Slope's leadership spends less time on staffing gaps and more time on data, strategy, and growth.
Frequently Asked Questions
Aureon's Contact Center provides a fully integrated after-hours IT HelpDesk and Customer Care solution for South Slope. Agents log directly into South Slope's OSS and ticketing systems for live troubleshooting, follow standardized scripts across all shifts, and participate in regular KPI reviews covering first call resolution, escalations, and call trends.
South Slope has seen an 11% increase in first call resolution, reduced after-hours and weekend escalations to internal teams, improved efficiency and consistency across all shifts, and an NPS that continues to trend upward. Leadership now spends less time managing staffing gaps and more time focused on data and growth.
Aureon provides flexible surge staffing capability designed to scale with South Slope's needs. When outage events or peak call volumes occur, Aureon's team expands coverage to meet demand without disrupting baseline service quality or requiring South Slope to manage additional staffing internally.
Unlike a generic help desk, Aureon builds support programs specifically around the client's systems and workflows. For South Slope, that means direct access to their OSS and ticketing platforms, a first call resolution strategy aligned to ISP performance benchmarks, and dedicated agents who function as a true extension of the South Slope team.
South Slope customers and their internal teams have access to consistent, knowledgeable support at any hour, including nights, weekends, and holidays. This eliminates the service gaps that previously occurred during shift transitions and ensures a reliable experience regardless of when an issue arises.
Ready to Deliver Consistent
Support Around the Clock?
Let's build a contact center program that works as hard as your team does, day and night.
