Challenge
A regional internet service provider needed an automated way for potential customers to instantly check service availability across multiple providers and service types. The provider managed coverage across thousands of ZIP codes spanning terrestrial fiber networks and satellite coverage, with intelligent routing to partner providers needed in areas outside direct coverage.
Solution
84EM developed a self-service availability tool built on WordPress that lets prospective customers enter their address and instantly see which service plans are available at their location.
Customers see only relevant offerings based on their location and whether they are residential or business buyers. When direct coverage is unavailable, the system automatically presents partner network options rather than turning the customer away.
Key Capabilities
- Instant availability lookup that checks ZIP code coverage and returns available service plans in real-time, eliminating the wait for manual verification from sales representatives.
- Multi-provider routing that checks primary coverage first, then falls back to partner networks based on location, ensuring customers always see available options even outside direct coverage areas.
- Customer type segmentation ensuring residential and business customers see only relevant service offerings and pricing for their needs.
- Lead capture integration that transforms lookup results into qualified leads with pre-selected service options matching the customer’s availability.
Results
Customers who previously had to contact sales and wait for manual verification now receive instant availability results. The self-service lookup handles the qualification step that had previously required a sales representative’s time for every inquiry.
The multi-provider routing ensured that customers in areas outside direct coverage are still presented with partner network options rather than receiving a simple “not available” response. This converted inquiries that would have previously ended at availability check into leads for partner services.
Administrative staff can update coverage areas through bulk file imports as the network expands, keeping availability data current without developer involvement. This eliminated the bottleneck of requiring technical resources to update coverage boundaries whenever the network grew.
The integrated lead capture meant that availability checks flow directly into the sales pipeline with the customer’s location and selected plan already attached, reducing friction in the conversion process from inquiry to signup.
