Wood River Internet – A Preseem Case Study

How a rural ISP uses Preseem to proactively address network issues before customers even notice.

Proactive Network Operations with Preseem

For Wood River Internet’s support team, the routine is simple: open Preseem’s Wireless Daily screen, sort by latency, and scan for anything that looks off or too high. It’s a habit that’s changing how they deliver service.

As an example, on one recent day, the scan pointed to a sector with unusually high latency, with one subscriber in particular standing out. Rather than waiting for a support ticket to eventually roll in, the team picked up the phone and proactively contacted the customer.

“We saw it was this particular customer,” recalled Matthew, “and we gave him a call and we said, ‘Hey, it looks like you’re having a little bit of an issue with your service. Do you need a service call? Is everything running OK there?’”

The subscriber’s response said it all.

“He was like, ‘You know, it hasn’t been running very good. I haven’t called in yet but, you know, I’ve definitely noticed that,’” said Matthew.

The end result? Wood River dispatched a technician the same day and resolved the issue, before the customer ever filed a complaint.

“He was super-impressed because he hadn’t even called in,” said Matthew. “We flagged it ahead of time and mentioned it to him, instead of him coming to us.”

Improving Support Team Efficiency and Morale

For the support team, the impact goes beyond one satisfied subscriber. Proactive outreach means fewer inbound complaints, less firefighting, and a better experience for everyone involved, Matthew said.

“It’s a lot easier to call out as well. If you’re the Tier 1 support, you call out and say, ‘Hey, are you having trouble?’ as opposed to waiting for that guy to call in and be angry at you. It’s definitely helpful for morale even on our end.”

Wood River now scans for issues like this once or twice a week. This has allowed them to catch signal drift, latency spikes, and degrading connections before subscribers even notice.

“There is so much information there and once you figure out how to use it, you can pretty much track down any issue before it happens, after it’s happening, while it’s happening,” said Matthew about using Preseem. “It is all there.”