ISP In Alaska SOP

Executive Summary:

An internet service provider in Alaska was looking for a way to organize their operations to increase revenue and provide a quicker response time to their clients.

Results were SOPs created and best practices implemented. This allowed for a more streamlined approach to client response and has resulted in ongoing expense savings.

Client:

Client is a mid-sized internet service provider that was acquired less than 2 years ago. They provide services to remote Alaskan village organizations that require travel by small plane. While their organization is large, the office in Alaska is smaller with a bare minimum of personnel.

After the acquisition and during integration, it was noticed that the provider had no SOPs or documented processes to follow. This resulted in disorganization, financial waste and caused potential safety hazards.

Solution:

Creation of SOPs for every process and procedure related to all administrative and on-site tasks with their customers. Interview all personnel and mapping out jobs and other related tasks. Training for all personnel as each SOP was created and implemented. 30-day review after implementation of SOP.

Results:

The impact was immediate as all personnel felt they had a direction and common goal. The client was able to provide a higher level of service to their customers on and off-site while cutting costs related to lost man-hours, material, and travel costs.