Over the past decade, Sparklight has established itself as a leading broadband provider, connecting more than 1.1 million customers throughout 24 states. But what truly sets the company apart isn’t just its reach – it’s the billion-dollar commitment it has made to building a future-ready network infrastructure. This investment in cutting-edge technology hasn’t gone unnoticed: Ookla, a global leader in connectivity intelligence, consistently ranks Sparklight among the top providers for both speed and reliability in their markets, reinforcing the company’s reputation for delivering an exceptional internet experience.

As home networks became more complex – with dozens of connected devices, increased remote work, and growing entertainment demands – Sparklight sought to take its service to the next level. The goal was to shift from reactive troubleshooting to a proactive, predictive model that anticipates issues, improves operational efficiency, and delivers a seamless customer experience. With eero Insight, that transformation is now underway.

The Challenge

For years, diagnosing in-home network problems was a frustrating, resource-intensive process. More than 80% of service issues originated inside the home, but technicians and support teams often had limited visibility into the root causes. Troubleshooting relied on customer descriptions, manual diagnostics, and trial-and-error, leading to:

• Extended call times with inconsistent resolution
• Costly and time-consuming truck rolls
• Customer dissatisfaction from slow or repeated visits
• Operational inefficiencies that strained field and support resources

Without better insight, customer support teams could only respond after problems had escalated, eroding trust and reducing overall satisfaction.

The eero Insight Solution

eero Insight equips Sparklight’s teams with real-time, predictive intelligence that transforms how home networks are supported. The software continuously analyzes key network performance indicators and translates raw telemetry into actionable recommendations. This approach allows Sparklight to:

• Resolve issues proactively before they impact the customer experience
• Support field and call center teams with a unified, easy-to-understand dashboard of network health
• Leverage customer experience scores, derived from 10 sub-metrics, to identify at-risk accounts and prioritize outreach
• Reduce complexity for frontline staff by providing clear, actionable guidance for troubleshooting
• Build a foundation for future autonomous capabilities, where networks diagnose and repair themselves
  

“One of the strategies we had is to move from reactive to proactive to predictive, and ultimately to an autonomous outcome where the network is diagnosing and healing itself. Insight gives us the ability to proactively see problems in the customer’s home and resolve those issues.”

Ken Johnson
Chief Operating Officer, Sparklight

Results and Impact

The implementation of eero Insight has delivered clear, measurable gains across key operational and customer experience metrics:

• 15% improvement in retention among customers using eero-enabled services
• 44% reduction in time spent in the home for technicians, lowering operational costs and improving field efficiency
• Two-thirds of customer calls resolved remotely, reducing the need for truck rolls and improving first-contact resolution
• NPS scores 90% higher among eero-enabled customers compared to non-eero households

Why it Works

eero Insight integrates advanced analytics with intuitive, actionable workflows. By giving Sparklight’s support teams and technicians deeper visibility into network health, it reduces complexity and empowers staff to deliver faster, more accurate solutions. For customers, that means fewer disruptions, faster resolutions, and more confidence in their service provider.

At a time when ISPs are under increasing pressure to enhance customer experience while managing costs, eero Insight positions Sparklight at the forefront of operational innovation – a proactive approach that sets a new standard for intelligent, customer-centric broadband service.

“Getting to the root cause of a customer’s issue is extremely satisfying. With Insight, about two-thirds of our calls can be resolved remotely without having to send a technician out.”

John Walters
Technical Operations Manager, Sparklight

Learn more about eero Service Providers: https://eero.com/esp
Learn more about Sparklight: https://www.sparklight.com/about