RADinsight SD

The Challenge to Provide Effective Customer Care
 

When a frustrated customer calls their CSP with connectivity issues a service desk representative tries to perform triage and eliminate trivial cases. They attempt to understand if the problem originated from the customer’s site, the CSP network, internet or the cloud provider.

However, service desk personnel usually do not possess the technical skills and tools to diagnose the customer issue. Therefore, the problem gets escalated to operations, whereby multiple data sources are looked at to identify the problem. This is to remediate or resolve it. In some cases, field teams and equipment vendors are called upon to isolate and solve the issue.

CSPs waste considerable resources on customer ticket escalation by attempting to troubleshoot problems unrelated to their network. According to Global Surveyz (L2 business services and 5G xHaul, 2021), the source of 76% of business connectivity problems reported to CSP service desks lie outside the CSP’s scope of control.

Moreover, operational resource limitations lead to a large number of customer complaints taking too long to resolve or remaining unresolved. Simplifying, shortening, or avoiding customer complaint treatment processes will save CSP resources, increase customer satisfaction, and reduce churn.

First Call Resolution

RADinsight SD improves first-call resolution, helping service desk representatives easily isolate the issue and provide the customer with insightful diagnostics. It goes beyond traditional performance monitoring and other sophisticated engineering tools used by  skilled professionals for CSP network monitoring with intuitive end-to-end visibility across customer LAN, CSP network (WAN), and Internet/cloud.  

Benefits for CSP Customer Care and Network Operations

RADinsight saves on OpEx and increases customer satisfaction. The savings are maximized when its capabilities are provided via self-diagnostics to CSP enterprise customers. This helps them identify and often resolve the problems from their end, avoiding calls to CSP Customer Care.

Highlights

• Continuous end-to-end connectivity KPIs monitoring, and ML-based analytics
• Plain language recommendations that direct customers to specific areas for remedy or improvement.
• Virtual ticketing mechanism for documentation, history, and operational collaboration.