Preseem for Proactive Customer Support
Give your team the tools to find the root cause of issues faster, access relevant information quicker, reduce costs, and increase their expertise and efficiency.
With reactive approaches, your support team waits for the phone to ring. When it does, they scramble from system to system to find the information needed to troubleshoot the customer’s issue. As call durations increase, so do the frustration levels for both your subscribers and your support staff.
With Preseem’s proactive approach, the phones ring less often. And when they do, your staff resolves issues faster, with fewer truck rolls.
“With Preseem, our business went from having an average of 5 customer support calls a day to having less than 5 per week—and most of the calls that we get now rarely have anything to do with network issues.”
Reduce the Volume and Duration of Customer Support Calls
One of the most obvious ways to reduce support time and costs is to simply get fewer calls, complaints, or tickets.
The good news is that giving your customers a better experience will take care of that for you. With QoE Optimized Plan Enforcement, subscribers get a more reliable, low-latency experience.
This translates directly to a reduction in things like Netflix buffering and gaming lag, which means fewer slow-internet calls for your team.
Learn how Preseem helped Vistabeam reduce support calls by 50% overnight.
Get to the Root Cause of Issues Faster
Preseem’s QoE measurements are tied directly to the network topology, allowing support team members to swiftly identify if a problem is in-network (e.g. a poorly-performing AP or OLT) or specific to the subscriber (e.g. an issue with in-home Wi-Fi or ONT).
High-granularity subscriber traffic-based QoE metrics provide a near real-time view into subscriber and network behavior (down to the individual subscriber and IP address level) to make troubleshooting faster. Also, historical subscriber metrics help the support team identify and investigate subscriber problems.
Increase Efficiency by Reducing Required Expertise
AP and CPE Radio Diagnostics help identify common root causes of poor AP and CPE Radio performance—these are then shown in the UI as simple, textual descriptions.
This empowers less technical staff to understand where the problem is and the likely cause. This also saves time that may be otherwise wasted by investigating an unrelated area (e.g. looking at the subscriber’s home when the problem is the RF link).
Get Access to Relevant Information Quickly
Global subscriber and element search options allow everyone to see everything across the network (subscriber or access technology element), all in one place.
With a centralized view across all vendors, models, and inline elements, there’s no need to log in to different systems or switch screens to see different parts of the network.
Reduce Training and Onboarding Costs
Centralizing Access Network, Subscriber, and CPE metrics in one place reduces the need for extensive training and vendor-specific expertise for support and network staff.
This proactive approach saves you time and money, providing a centralized interface to investigate customer issues without requiring access to, or experience with, specific vendor tools.
Get Started Today
Take an interactive product tour, watch the Preseem overview, or get in touch to put Preseem’s Proactive approach to work for your network today.
Learn More About Preseem
Solutions
Preseem is Proactive Growth, Customer Support, and Network Operations for ISPs. Find the right solution for you, regardless of the combination of access technologies you operate.
Features
Find out how Preseem helps you increase revenue, empower your staff, lower support costs, and reduce churn while maximizing your subscriber QoE.
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