Support for the Support Team

Preseem helps reduce the volume of calls and tickets received by your support team. Give them the tools they need to find the root cause of issues faster, access relevant information quickly, and increase their expertise and efficiency.

Reduce Volume of Calls and Tickets

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.

Screenshot of Preseem showing lower latency

Screenshot of Preseem's CPE Radio Metrics

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 specific to the subscriber (e.g. an issue with in-home Wi-Fi).

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

Subscriber and element search options allow support staff to jump to the information and metrics associated with any subscriber or access technology element (AP).

Meanwhile cloud-based architecture provides a centralized view across all vendors, models, and inline elements. This means there’s no need to log in to different locations or servers to see different parts of the network. Save your team from ‘staring and comparing.’

Reduce Training and Onboarding Costs

AP and CPE Radio Metrics save on both support time and costs by reducing training and vendor-specific expertise requirements for support and network staff.

They also provide a common interface that allows the team to answer questions and investigate customer problems without needing access to or learning specific vendor tools.

"We’ve been able to lower our churn rate, increase our customer satisfaction, decrease our call volume. It’s just all around made us more efficient. Customers are happy, we’re more profitable."

Andrew Wicker
COO, Vistabeam

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by Neil McDonald | Apr 14, 2023 | Core Network Operations, Networking, Support Team, Video Blog

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