Proactive Customer Notification of Incidents

Reduce Customer Complaints. Reduce Mean-Time-To-Repair. Protect Your Brand

When a network incident takes place (outage or deteriorated service KPIs), the service provider notifies the customer prior to customer complaint

Upon detection of a deteriorated critical KPI(s), the SA platform automatically notifies the care center of the impacted customers for necessary actions.

Pain Points

  • Customers are unaware of a service disruption, leading to dissatisfaction
  • Unnecessary calls placed into care center teams
  • Service provider becomes reactive, not proactive addressing issues


  • Reduce Customer Complaints
  • Reduce Mean-Time-To-Repair
  • Protect Your Brand

Data Sources

  • Network Incident signal from Fault System
  • Trouble-Ticketing System
  • Critical KPIs (Errors, etc.) Performance System(s)
  • Crowd-sourced platforms
  • Customer Profile


  • Network Incident detected
  • Identify list of impacted customers
  • Prepare customer notification message (optionally by platform)
  • Send message


  • Customer Care Team
  • Fixed Access Network Operations Team