Customer

As one of North America’s fastest growing Internet service providers, Copper.net (www.copper.net) effectively differentiated itself by delivering outstanding technical support and customer service. Sensing that maintaining this advantage while continuing to scale its operations would prove challenging, Copper.net selected SpiceCSM and its library of guided workflow solutions for the ISP industry to insure such scalability. Covering all forms of Internet access technologies, the SpiceCSM guided workflow library provides Copper.net the confidence to provision and/or resell any ISP-related service that fits their strategy today and going forward. Additionally, the business rule functionality within SpiceCSM enables their customer care agents to readily up-sell and cross-sell services when subscriber situations warrant, which many industry experts suggest is key for customer retention in a time when customers are harder and harder to get and keep.