Case Study
MetroNet Broadband: From Manual Tickets to Automated Support
January 20, 2026
A mid-sized ISP streamlined support operations with unified tickets, alerts, and customer self-service.
Challenge: MetroNet relied on manual ticket routing and had limited visibility into recurring network issues.
Solution: MIMS introduced automated ticketing, integrated SNMP alerts, and a customer app for self-service.
- Auto-created tickets from network alerts
- Customer self-service for payments and WiFi changes
- Unified queue for support and field teams
Outcome: Support efficiency improved and repeat issues were resolved faster with clear ownership.
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