Case Study — Contact Center
How Aureon's Integrated ISP Support Helped South Slope Deliver Consistent Service Around the Clock
A dedicated Aureon Contact Center team provides 24/7/365 IT Help Desk and Customer Care, increasing first call resolution by 11% and driving NPS upward for South Slope Cooperative Communications.
Partnership Overview
Service Gaps, Inconsistency, and Growing Competitive Pressure
South Slope Cooperative Communications faced a common but serious challenge: service gaps during shift transitions and inconsistent after-hours coverage were undermining the customer experience. Calls arriving outside business hours were met with escalations, delays, or inconsistent handling, leaving leadership managing staffing logistics instead of driving strategy.
The stakes were rising. Growing competition in the Iowa City and Cedar Rapids corridors made service consistency a strategic priority, not just an operational issue. South Slope needed a partner who could act as a true extension of their team, not just a generic help desk.
Shift Transition Gaps
Customers calling during shift handoffs experienced inconsistent coverage and varying levels of service quality, eroding trust in South Slope's responsiveness.
Staffing Complexity
South Slope leadership spent valuable time managing staffing gaps rather than focusing on competitive strategy and growth initiatives in a demanding market.
A Fully Integrated ISP Support Model Built Around South Slope's Systems
Aureon implemented a contact center program specifically designed for ISP support, not a generic help desk overlay. Agents received direct access to South Slope's OSS and ticketing systems, enabling live troubleshooting and seamless issue resolution as if they were internal team members. Standardized call-handling scripts ensured consistent quality across every shift.
Flexible surge staffing gives South Slope scalable coverage during outages or peak volumes without requiring internal management. Regular KPI reviews covering first call resolution, escalations, and call trends keep both teams aligned and continuously improving.
Direct OSS & Ticketing Access
Aureon agents access South Slope's own systems directly, enabling live troubleshooting with full context, no handoffs, no delays, no information gaps.
Flexible Surge Staffing
Aureon scales coverage automatically during outages and peak volumes, providing capacity South Slope needs without requiring internal staffing management.
KPI Collaboration & Reviews
Regular KPI reviews covering first call resolution, escalations, and call trends keep both teams aligned on performance goals and continuously improving outcomes.
24/7/365 Integrated Coverage
Around-the-clock support including nights, weekends, and holidays, with shift-transition gaps eliminated entirely, delivering a consistent experience every hour of the year.
More Resolved on the First Call. Less Escalating. NPS Moving Up.
Since partnering with Aureon, South Slope Cooperative has seen measurable improvements across every key metric. First call resolution is up 11%, after-hours escalations have declined, and NPS is trending upward, reflecting a consistently better customer experience. Most importantly, South Slope's leadership team now focuses on data and growth rather than managing staffing gaps.
+11% First Call Resolution
More issues resolved on the first contact, reducing repeat calls, unnecessary dispatches, and the operational overhead that comes with unresolved tickets.
NPS Trending Upward
Consistent, knowledgeable support across every hour has improved customer loyalty scores and built confidence in South Slope's service reliability.
Key Results
South Slope achieved an 11% increase in first call resolution after Aureon implemented its integrated ISP-focused support model with direct system access.
Fully integrated after-hours IT Help Desk and Customer Care, with direct access to South Slope's OSS and ticketing systems for live troubleshooting every hour of every day.
Standardized handling across all shifts and a first call resolution focus reduced after-hours and weekend escalations, freeing South Slope's internal team from after-hours interruptions.
Aureon scales to meet South Slope's needs during outages or peak volumes without disrupting baseline quality or requiring internal staffing management.
Net Promoter Score is trending upward as consistent, knowledgeable after-hours support strengthens the experience South Slope's customers receive across every interaction.
South Slope's leadership team now prioritizes data, strategy, and growth rather than managing staffing gaps, with Aureon functioning as a seamless team extension.
"Flexible and collaborative are the two words I would use. When challenges arise, Aureon steps in quickly, adjusts, and works with us to improve."
An ISP Support Model Built to Function as a True Team Extension
South Slope needed reliable after-hours IT Help Desk and Customer Care, facing service gaps during shift transitions and inconsistent coverage across nights, weekends, and holidays. Growing competition in the Iowa City and Cedar Rapids corridors made service consistency strategically essential. A generic help desk would not be enough. They needed a partner with real ISP knowledge who could plug directly into their systems.
Aureon implemented a fully integrated ISP-focused support model featuring direct access to South Slope's OSS and ticketing systems, a first call resolution strategy, flexible surge staffing for outage events, and standardized handling across all shifts. Regular KPI reviews keep both teams aligned on call volume, escalation rates, resolution trends, and areas for continuous improvement.
The outcome functions as a seamless extension of South Slope's own team. First call resolution is up 11%, after-hours escalations are down, and NPS is trending upward. South Slope's leadership now focuses on data, strategy, and growth rather than managing the complexity of staffing around the clock.
Frequently Asked Questions
Aureon provides fully integrated after-hours IT Help Desk and Customer Care. Agents access 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 achieved an 11% increase in first call resolution, reduced after-hours and weekend escalations, improved efficiency and consistency across shifts, and upward-trending NPS. Leadership now focuses more on data and growth than managing staffing gaps.
Aureon provides flexible surge staffing that scales to meet South Slope's needs during outages or peak volumes without disrupting baseline quality or requiring internal staffing management. When a network event hits, Aureon adjusts quickly so South Slope's customers always reach someone who can help.
Unlike generic help desks, Aureon builds programs around the client's own systems and workflows, including direct OSS and ticketing access, ISP-aligned first call resolution strategies, and dedicated agents who function as true team extensions rather than an outside vendor answering generic calls.
Consistent, knowledgeable support is available any hour, including nights, weekends, and holidays, eliminating the shift-transition gaps and inconsistent coverage that previously affected South Slope's customers. Callers reach a trained agent who knows their systems and can resolve issues on the first contact.
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.
