The system will roll out to other MediaOne and Time Warner affiliates throughout 2000. Customer service representatives spend considerable phone time determining if service is available in a customer's location, discovering whether the customer's computer meets the minimum requirements for service and scheduling an installation appointment. Through a series of Web-based prompts, the new system allows the prequalification efforts to occur online, without intervention of an agent. An RF installer still visits the residence to modify the cable plant, but the modem and PC configuration, as well as the service activation and billing system integration, now occur online. So, installs that had taken two technicians two hours to complete now will take 30 minutes.
Customers also can make changes and additions to their existing service via the online system.
Road Runner currently is adding about 10,000 new customers each week. The cable ISP exceeded 420,000 subscribers at the end of the third quarter. The automated systems also will help alleviate the backlog of customers who have ordered service, but have yet to be turned up. This opens the sales gate. This ratchets up the installation capacity.