RealTime IT News

Road Runner Taps BroadJump for Cable Support Systems

Road Runner Monday unleashed BroadJump Inc. support software live on the Web to deploy a customized version of its subscriber management tools.

The deal is an extension Road Runner's agreement in June to utilize BroadJump's installation programming and streamline new user cable modem hook-ups.

BroadJump's Correct Connect programming automatically adjusts a subscriber connection with Road Runner high-speed Internet services. The software automatically compensates for the 30 most frequently requested support issues, including typical functions for system monitoring, testing and repairs.

Road Runner made the move to automated support so that fewer field technicians would need to be dispatched to set-up or repair a subscriber's cable connection. The firm anticipates that demands for live help desk support will diminish as a result of the deal.

Dave Temlak, Road Runner vice president of customer care, said the agreement leverages BroadJump's technology so its subscribers may install their own broadband service and readily manage their high-speed connections.

"With this tool, we can also send messages directly to our subscribers notifying them about important network maintenance activities or industry information such as software virus warnings," Dave Temlak said.

"These specific customer support functions will help us to establish an ongoing relationship with our subscribers and further expand a market advantage," Temlak added.

Road Runner worked closely with BroadJump's technicians to customize and configure the product for each of its high-speed data cable affiliates.

By deploying BroadJump's technology, Road Runner can accelerate the deployment its brand of cable broadband services.

Kip McClanahan, BroadJump president and chief executive officer said Internet service providers, like Road Runner, are capturing market share by ensuring subscriber satisfaction at start-up.

"These solutions create the foundation needed to secure the return on investment," McClanahan said. "That's something all service providers are seeking from deploying broadband services."

Road Runner will also utilize BroadJump's services group to train its customer service representatives and develop Web-based educational support services.

Road Runner currently provides cable broadband services to more than 730,000 subscribers in the U.S. It added 180,000 new subscribers in the first quarter and is pressing to capture its million subscriber mark this summer.