Proactive Customer Notification of Incidents

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.

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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

Benefits

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

Workflow

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

Stakeholders

Customer Care Team
Fixed Access Network Operations Team

Other use cases

Network Automation and Remediation

Address Issue Prior to Customer Impact. Reduces Customer Complaints. Reduces Workload Operations Teams

Automated Incremental Capacity Management

Reduces Service Degradation. Reduces Network Congestion. Reduces Customer Complaints.

Smart Capital Expenditures Planning

Efficient Use Of Capital In Your Network. Maximize Return-On-Investment (ROI). Minimize Wasteful Expenditures.