Broadband connection has taken center stage during Covid-19 as subscribers of all sorts rely on the internet for almost everything—from frequent video conferencing to distance learning. This pervasive and ongoing Wi-Fi use requires service providers to move even more quickly to address customers’ demands and needs.
Optimizing for excellent customer experience can come at a high cost unless service providers take a proactive approach to maintaining networks and detecting issues before they arise. And, further, giving consumers the ability to solve problems quickly on their own, without having to call an agent or request a visit. Doing this gives subscribers what they want, and also reduces the costs needed to serve them.
Troubleshooting across the network
As demand for high-bandwidth services increases, network operators and service providers are searching for the fastest, most reliable, and cost-effective broadband delivery. With this comes a complexity of network management issues to ensure that the customers get the bandwidth they are paying for and expecting.
ASSIA solutions are designed to manage the challenges of deploying and operating a multi-platform networks (DSL, GPON, cable) and to reduce complexity in their overall operations. When subscribers can’t resolve issues on their own, service providers risk high operating costs from lengthy support calls, unnecessary truck rolls, or replacing perfectly healthy hardware. And possibly all of this without resolving the root cause of the performance issues.
Optimization, though, is precisely what fixes many common problems. A combination of Expresse and CloudCheck gives service providers full network path visibility and diagnostics, from the exchange to Wi-Fi connected devices inside the home. And, they give providers the means to optimize and address issues before they occur. When customers call service centers, agents are quickly able to troubleshoot where the problem exists, diagnose, and resolve them.
ROI that’s proven in the field
Recently, ASSIA has performed in-depth work with multiple customers to help them improve operations around the world. We studied detailed call data and technical measurements that our system collects to tune up our optimization and diagnostic algorithms.
Key metrics we measure include:
- Call analysis: average handling time, first-time resolution of calls, truck rolls, and returns
- QoS/QoE: service continuity, speed required, drop-outs, disconnections
We also do detailed analysis over a month or more to monitor any seasonal issues or other impacts on the service.
Our results with one customer showed:
- 50,000 fewer service calls for Wi-Fi support in six weeks’ time.
- Fewer truck rolls than would normally occur in a 60-day period.
- Customer churn was reduced by 2% in 30 days.
Altogether, we were able to show our customers, with actual data, how our software and technology help them control costs and deliver a better experience to their customers.
Demonstrated revenue and cost savings per 1,000,000 lines with an ASSIA customer
Fixing issues IRL, but not in person
What has been a service provider’s greatest challenge can also be considered their greatest opportunity: resolving technical issues without an in-person visit. The CloudCheck mobile application helps call center agents, field technicians, and subscribers work together to solve problems and handle installation remotely.
Through this app, field technicians can use CloudCheck to optimize the Wi-Fi network environment. And, when a customer calls in, the agent can view the entire network to see whether the issue is inside a subscriber’s home or outside and fix the problem without requiring a field technician to make an in-person visit unless deemed necessary. Remote management provides access to functionalities from anywhere once user-authenticated, so users can manage their networks remotely and field techs can conclude work orders.
An end-user application offers subscribers real-time information about what’s going on with their Wi-Fi and assistance with self-installation and troubleshooting. Features include:
- Self-installation capabilities, eliminating the need for an appointment or an in-person visit when people are sheltering in place;
- Parental controls to manage who has access and when;
- Where to put an extender to get better Wi-Fi coverage around the house;
- Self-service assistance to troubleshoot password issues or reboot when something is stuck
Self-service and field technician apps
ASSIA also provides diagnostics and recommendations so users can improve service on their own. And, to improve the service down the line, subscribers can leave feedback through the app.
Unparalleled expertise you can trust
ASSIA is a strategic partner and trusted vendor to over 35 service providers worldwide with more than 125 million broadband and Wi-Fi lines under contract, in 17 countries, across 5 continents. ASSIA is a trusted name in the industry for a reason. Our products are built and maintained by experts and leverage our global experience to make internet connections run faster and more reliably by optimizing the performance of whatever infrastructure is in place—copper, fiber, various generations of Wi-Fi including Wi-Fi 6, or 5G. As a result, ASSIA has a deep understanding of the challenges services providers face—from network stability to cost controls to churn.