Helping customers to set up and activate broadband services as quickly and smoothly as possible may be challenging for Internet Service Providers (ISPs) and Network Operators. Conntac, an innovative software company operating from Germany, provides customers with a central point of contact on all matters regarding their internet connection. Their solution assists users throughout their journey, from setup and troubleshooting to optimization. With Genexis providing best-in-class residential gateways and optical network terminals (ONTs) combined with Conntac’s all-in-one self-service platform, the partnership makes the customer experience easier than ever.
From start-up to automated troubleshooting
Michael Faath, Managing Director and Co-founder of Conntac, recalls the company’s early days, “We started as a research group of computer scientists focused on network measurements for the internet. But we quickly realized the real problem—end users struggling with internet connections. Our family members kept calling us with internet problems! We figured that if end users have issues, thousands of service agents will probably be dealing with these users. We saw an opportunity to automate the troubleshooting process, making life easier for both ISPs and their customers.”
Today, Conntac’s leading all-in-one customer self-service solution is used by communication service providers and ISPs all over the German-speaking market, including municipal utilities and regional and national providers. With MyProvider, Conntac offers customers a central point of contact for all topics related to their internet connection. The solution connects directly to the customer’s network devices and the customer can set up or resolve any issues on their own. It covers different phases of the customer journey, including onboarding new customers and troubleshooting for existing customers. The solution automatically detects and assists in resolving problems, helps optimize Wi-Fi performance, and redirects customers to the ISP’s customer support services.
Whether ISPs are looking to enhance customer experience, improve service efficiency, or achieve measurable cost savings, we have the right solution,” Michael explains.
Alexander Dieteren, Technical Director at Genexis Germany, notes how the partnership began. “Genexis needed a solution in Germany that could work across multiple vendor equipment, ensuring that customers have a smooth experience using a Genexis Wi-Fi router but also other third-party devices. Conntac is, therefore, the perfect fit and partner for us.”
Integrated smart app and dashboard for a seamless customer journey
MyProvider consists of a smartphone app for customers and the Conntac Dashboard for the ISP’s service agents, enabling more efficient processing of support requests. The intuitive solution is a 24/7 central point of contact with a deep focus on the user experience. It includes:
- First-time setup assistance: Customers receive a guided setup experience, from unpacking their router to activating their internet service. The app automatically connects to the device and dynamically adjusts to different network technologies (DSL, fiber, cable) and vendor products. Intuitive visuals and interactive guides ensure that even non-technical users can easily complete the process.
Alexander adds, ”Imagine setting up your internet as easy as assembling IKEA furniture! That’s our goal.”
- Self-service troubleshooting and support: The app detects connectivity issues and offers step-by-step instructions on how to fix them. If a problem cannot be resolved, the app seamlessly connects the customer to ISP support, pre-filling technical data to expedite the issue. This reduces call times and enhances customer satisfaction.
Michael comments, “It’s about balancing independent problem-solving and human interaction. Thanks to the Conntac Dashboard, service agents have a clear overview of the customer’s technical details and previous troubleshooting steps. Issues get resolved quicker, and customers get the help they need without frustration. In recent years, we have seen that 80 % of customers help themselves thanks to our self-service solution.”
- Optimization and convenience features: The solution offers recommendations on improving Wi-Fi performance, such as where to place Wi-Fi extenders. Speed tests and upgrade recommendations help customers optimize their internet experience. A white-labeled, ISP-branded app allows the ISPs to offer a service under their own branding.
Happy customers, cost savings, and upselling
ISPs and Network Operators benefit from improved customer satisfaction and loyalty. The frictionless internet setup removes frustration and ensures a positive customer experience. Service costs can be reduced as users are guided through the setup and troubleshooting process independently. ISPs can lower call center volumes and operational costs by reducing the average service processing time by up to 70%. With intelligent analytics and insights from devices, there is an opportunity to bundle and upsell subscription plans, additional features, and services.
A significant advantage is that the solution accommodates a flexible multi-vendor product strategy. This results in more options for ISPs to scale integration, lower costs, and optimize operations. As the solution supports a mix of routers, customers have a unified experience across devices. Michael explains, “ISPs are looking to use many vendors, and with Genexis, they can offer best-in-class customer premise equipment to their customers. Our partnership minimizes the challenge for an ISP to introduce a new gateway.” Alexander agrees, “For our Network Operator customers, this is an opportunity for Genexis to offer additional solutions to meet their challenges and needs.”
Like-minded partners look ahead
Conntac and Genexis share a similar mindset and outlook on moving forward: to focus on high quality, reliability, customer satisfaction, and the latest technology combined with user-friendly functionality and performance. Moving forward, the partnership aims to expand Conntac’s hardware portfolio with additional Genexis gateways, providing best-in-class products and software solutions in Germany and beyond.
We believe technology should work for people, not against them. Our close collaboration with Genexis, a shared spirit of innovation, and pursuit of excellence are essential to ensure our customers’ long-term success and satisfaction,” Michael concludes.
Learn more about Conntac.
