Mascon – A Preseem Success Story

One Platform for Every Technology: How a Multi-Vendor ISP Cut Call Times and Training Hours in Half While Transforming Support Operations.

The Challenge: Managing Multiple Technologies With Multiple Tools

The Multi-Vendor Reality

Mascon operates as a true multi-access provider serving approximately 20,000 subscribers across fixed wireless networks (multiple radio vendors), fiber deployments, and cable infrastructure. They have an approximately 60/40 split between wireline and wireless subscribers. Their support model requires every technician to handle every access technology, creating an enormous training and operational complexity challenge.

The Tool Fragmentation Crisis

For Mascon, the complexity wasn’t just in the networks themselves, but in how they were managed.

Prior to Preseem, Mascon had seven different management systems for fixed wireless alone, with additional separate platforms for cable and fiber. With no unified view across technologies, each support call required choosing the right tool before troubleshooting could even begin.

Support Manager Mike Day explained that support call times were lengthy because team members had to “learn how to use a dozen or more different tools to just essentially take on any random call.”

“Depending on the person and how much coffee they’ve had that morning, they’ll pull up the wrong system and then add 30, 40 seconds to the call right there,” he said.

Operational Metrics in Crisis

18 months ago, the numbers at Mascon told a stark story:

• 70% abandoned call rate at peak
• 20-25 minute average call times
• “High 20s” average wait times with individual waits exceeding one hour
• Four to six weeks training time with new hires “hesitant at four weeks and wanting more training”
• Eight-person team operating in pure reactive mode

Mike said this situation meant the support team was “drowning.”

“We were going by our abandoned volume, like how many calls could we answer versus how many got abandoned,” he said.

The Negative Feedback Loop

Long wait times created a vicious cycle. As Mike explained: “Long wait times cause people to spend numerous minutes complaining about how long it took to get through. It’s a negative feedback loop. The worse it is, the worse it is.”

In other words, frustrated subscribers extended call times with complaints, which increased waits for other callers, which increased abandoned calls, which increased callbacks, which made everything worse.

The Solution: One Platform for All Technologies

Beginning in the Fall of 2024, Mascon embarked on a systematic consolidation by eliminating six of their seven fixed wireless management systems, and choosing Preseem as the primary platform across all of their FWA infrastructure. This created one consistent troubleshooting interface regardless of underlying radio vendor or wireless technology.

Why Single-Platform Management Matters for Multi-Vendor Networks

Support teams don’t need different tools for different vendors, they need one consistent workflow that works across all technologies.

“Just having a unified system, essentially every time they’re taking a call, they’re not trying to remember what system they’re navigating,” Mike said. “Just one system in itself makes it so every time they interact with it, they’re doing the same motions. They’re getting that muscle memory.”

For a team covering fiber, cable, and multiple fixed wireless vendors, this muscle memory proved transformative. As Mike noted: “Not every call they take is fixed wireless,” but now they could build confidence with one platform rather than juggling a dozen.

The Results: Dramatic Operational Transformation

Abandoned Call Rate: 70% → Sub-15%

The most dramatic improvement came in abandoned calls. From a peak of 70% and sustained rates in the 40s-50s, Mascon now sees less than 15% abandonment—a complete reversal. The improvement was steady starting in September 2024, with significant acceleration in the final three months as team competency with Preseem deepened.

Average Call Time: 20-25 Minutes → Single Digits

Call efficiency improved dramatically. What once took 20-25 minutes per call now takes single-digit minutes, allowing the team to handle significantly more volume with less stress.

Wait Times: “High 20s” → Under 8 Minutes

Perhaps most importantly for subscriber quality of experience, wait times were greatly reduced.

“We’re basically in a position where for the most part, when anyone calls, we can get to it in less than eight minutes,” Mike said.

This is compared to previous average waits in the “high 20s” with individual waits exceeding an hour during peak crisis periods.

Training Time: 4-6 Weeks → 2.5 Weeks

The efficiency gains extended to onboarding. New hires who previously required 4-6 weeks of training (and still felt hesitant) now become capable in just 2.5 weeks.

Mike explained that some recent hires “were more than capable after two and a half (weeks). That’s a combination of there’s less technology to learn and you’re repeating the same things over and over.”

Team Scaling: 8 → 13 People (Effectively 11-12 Active)

The team grew by approximately 50%, but this growth accompanied efficiency gains rather than being driven by crisis necessity. The larger team now handles both reactive support and proactive initiatives.

Volume Reduction Through Proactive Work

Mike noted a fundamental shift: “The volume of requests for assistance has dropped precipitously.” This isn’t from subscribers leaving, but from problems being solved before they escalated to support calls.

Beyond Reactive: The Shift to Proactive Operations

The transformation at Mascon wasn’t just about handling the same work faster, it enabled an entirely new operating model.

Previously, the team focused on a single metric: total volume of support requests. The goal was simply to get through the calls. Now, with operational stability achieved, the focus has shifted to quality of service delivery.

Proactive Network Management

Mike described their new proactive capabilities with Preseem: “We’re looking at who needs assistance before they call. We’ll just reach out to them and say, ‘Hey, it looks like things aren’t going as well as they could for you. Could we come out there and suggest things?’ So essentially, we’re just rolling trucks before someone’s in the position of (saying) ‘I don’t have Internet.’”

The visibility into RF scores, business scores, and network health metrics across all their fixed wireless infrastructure in Preseem, regardless of vendor, enables the team to identify and address issues before they escalate.

Improved Team Morale

The operational improvements also had a human impact beyond metrics. “Having a unified system definitely improves morale,” Mike said. “You’ve become more confident with the tool you use instead of trying to tread water with a dozen tools.”

Reduced training load and increased competence created a positive cycle: confident teams deliver better subscriber experiences, which reduces stress and improves confidence further.

Looking Forward: Continuous Improvement

Data-Driven Decision Making Across All Infrastructure

With unified visibility across all fixed wireless infrastructure, Mascon can now make proactive decisions based on Preseem’s standard set of metrics, such as:

• Identify poor radio connections via Preseem’s RF scores
• Flag subscribers consuming excessive airtime via the platform’s business scores
• Execute preventative maintenance before subscribers notice problems
• Make strategic decisions about network operations rather than just fighting fires

Shifting KPIs From Volume to Quality

With operational stability achieved, Mascon is evolving their metrics beyond “please get through the calls” to quality-focused KPIs. They’re also expanding proactive outreach programs, systematically closing out suspended work orders, and maintaining team knowledge across all access technologies through regular training.

The Foundation for Growth

A unified platform like Preseem doesn’t just solve today’s problems, it creates a foundation for ongoing improvement and strategic initiatives. As the network continues to evolve and potentially expand, the operational framework can scale without requiring proportional increases in tool complexity or training time.