The Challenge
Rock Solid Internet operates with a lean team of just 17 employees responsible for both customer service and technical operations. As their subscriber base grew and competition intensified, maintaining high service standards with limited resources became a significant challenge. Before adopting Sonar, Rock Solid struggled with legacy software that resulted in complex billing processes and a lack of automation, which Lori described as "the spinning wheel of death," highlighting the urgent need for a more efficient, integrated system.
Additionally, managing multiple resellers proved difficult, as they operated on separate systems, leading to disconnection and increased workload for the team. The need for accurate and automated reporting for their corporate entity, VTX1, was also pressing, as the cumbersome reporting process with their old system required manual calculations, further hindering operational efficiency.
The Solution
In their search for a more effective solution, Rock Solid Internet explored various options to replace their outdated legacy software. After thorough research and discussions within the team, they discovered Sonar Software through industry recommendations and positive testimonials from other ISPs. While considering alternatives, Rock Solid was drawn to Sonar's comprehensive OSS/BSS platform, which offered seamless integration, automation capabilities, and a user-friendly interface—features that stood out compared to other solutions.
Once they implemented Sonar, Rock Solid experienced immediate improvements in their operations. The platform's automation features streamlined billing processes, eliminated manual calculations, and enhanced reporting capabilities, allowing the team to focus more on customer service and growth. The integration of customer management tools simplified data handling and inventory tracking, making it easier for Rock Solid to work with multiple resellers. Lori Andrade noted, "Switching to Sonar has transformed our operations; it’s like a breath of fresh air. We can now provide our customers with the reliable service they expect without being bogged down by inefficiencies." This transition not only improved their internal processes but also positioned Rock Solid for future growth in a competitive market.
The training from Sonar has been amazing. As a former corporate trainer, I appreciate the detail and quality of their curriculum. It made my job so much easier.
The Results
Thanks to Sonar’s automation and integrated tools, Rock Solid Internet successfully maintained a lean operation with just 17 employees while managing over 5,000 subscribers and multiple resellers. Tasks that once took hours to complete were automated, allowing Lori and her team to concentrate on enhancing customer service and driving business growth.
The Sonar platform facilitated seamless integration of customer service tools, leading to improved response times and alleviating pressure on the call center. With features like automated outage notifications and streamlined billing, customers enjoyed fewer service interruptions and greater transparency.
As Rock Solid continues to expand its fiber offerings and outreach programs in rural areas, Sonar’s scalable platform positions the company for future success, enabling them to manage increasingly complex operations with minimal additional staffing.
