Broadband management is difficult for most telcos, municipalities, and utility companies to keep up with for multiple reasons. Part of it is because there have been so many changes over the last few years within broadband management, networks, maintenance, and sales. It is important for WISPs, utilities, municipalities, and other broadband providers to keep up with trends, devices, offerings, applications, and more all while providing superior customer service. If they don’t, there is a chance that people will go to competitors. While almost everyone wants some kind of broadband service, that doesn’t mean that broadband companies can rest and not provide good services.
So how can companies better manage broadband? One way to do that is through a broadband service management system like the one ETI has developed. ETI has a comprehensive but modular platform that provides a single view into all operations and for all levels of management.
For broadband management and maintenance, ETI’s platform optimizes all of the services, technicians, fieldwork, customer service, and more, integrating data and up-to-date information on one simple to use platform. The information is searchable, trackable, scalable, and easy to understand. It is vendor-agnostic and easy to integrate within existing systems or for use by itself.
For more information about our broadband management, continue reading.
Good Broadband Management Supports All Areas Of A Business
Our broadband management platform is for use by everyone within a company. It helps everyone from stakeholders to customers get a better understanding of what’s going on and a better experience using the product. It offers everything from a simplistic overview of how everything is going to a more detailed explanation of what’s happening when someone needs to dig deeper into a problem or find a solution. Everyone will benefit from this system, from management to sales and marketing to customer service to technicians, and more.
How Customers Benefit From Broadband Management
ETI’s broadband management allows customers to take control of their own experiences with broadband. If they have a problem, they may be able to go onto the customer-facing platform and find solutions quickly. This eliminates the need for a customer service call that often takes longer than the fix does. Customers are also able to check their billing, talk to online CSRs or AI, and be more self-sufficient when it comes to problem solving.
Customers get the power back and they can find solutions on their own time, keeping them happier with the service they get, reducing backups on CSR lines, and eliminating some confusion.
Broadband Customer Service Management – Taking Back Power
Turnover is one of the biggest problems facing the broadband industry today – it costs a lot of money to hire and train workers. A good broadband management platform can help with employee retention because it allows customer service representatives, in particular, to take greater pride in their work and control of their days. They have the tools they need to succeed and feel like they are making a difference to the company. When your CSRs are happier, everyone has a better experience, including customers, technicians, and everyone else on staff.
Our broadband management offers CSRs a simplistic, yet smart, overview of the system so they are able to take ownership of any problems, give up-to-date information to customers, make predictions, spot problems, highlight recurring issues, and more. It gives greater transparency into customer accounts so that CSRs are able to find problems and efficiently treat them. CSRs also have the option to create tickets, update the customer, keep technicians on call, and generally track whether or not a solution has been found for the problem. They will also have access to SLA entitlements, knowledge base articles, up-to-date information, and more to do their jobs successfully.
Broadband Management System For Field Work
Field service work keeps broadband up and moving. Without proper organization and clear information, technicians and project managers are left guessing what their next moves should be. In order to be successful, broadband management needs to prioritize work, give clear instructions to technicians, map out the best people for the job, and update in real time to help CSRs and other technicians. When this happens, a company is able to use their workforce in the best way, expand coverage areas, and meet their full potential. ETI’s broadband management system helps to organize field service technicians by giving them one place to go for everything they need. That one place is right on their tablets or phones, eliminating the need to go back to command. Instead, they can just use their phones to update hours, record problems, and make notes, eliminating the risk of conflicting information, miscommunication, or confusion.
Technicians, CSRs, project managers and more can use predictive analytics and field engagement tools to respond to calls quickly and easily, increasing the number of orders technicians can fulfil within a day. By using the scheduling and dispatching tools, the system ensures that those who are closest to the problem answer the call, eliminating time in-truck. The work order management system and asset management tools help to keep everyone on the same page, track where workers are, and even prioritize workers with certain skills for specific tasks.
Finally, the broadband management platform provides better field service analytics to better understand the workforce, current needs, and even plan for the future.
Broadband Device Management
ETI offers an advantage over other broadband management systems because it includes device management. Our dashboard gives real-time information, monitoring, and service assurance for CPE management to keep costs low, improve customer experience, enable next-gen services, and reduce the number of inefficiencies within a system. Our platform is vendor-agnostic and works with all major suppliers.
Broadband device management gives technicians the ability to look at a device from afar, quickly assessing whether the problem requires a service call or if it can be fixed remotely. Often, an alert is sent to technicians about a problem before customers even notice the issue. Sometimes, this will help to eliminate widespread issues and customer service complaints that clog up service lines. The result? Happier customers, reduced labor and service costs, better performance, more uptime, and satisfied workers.
As you work within the system, the dashboard collects data to report on network trends, performance, and issues while identifying areas for improvement and helping to plan future endeavors and expansion.
Device Intelligence Dashboard From ETI Software
ETI’s broadband management goes a step above with the Device Intelligence Dashboard. This offers a wide range of tools to help track numbers, create mandatory FCC reports, and more. This is where marketing and sales teams can get insight on penetration trends and make decisions about plans and techniques moving forward. They can talk to customers who are thinking about switching to another service or sell to customers just looking into their own.
Field service leaders can see work and service order reports individually or go for a broader view of how things are going. This can help with planning and making smarter decisions about the workforce. Our analytics suite provides advanced analytics and visualizations to solve business-level challenges that broadband providers face, make proactive decisions and better manage operations from workforce management to sales/marketing.
Get ETI’s Best Broadband Management Software Today
With just a single dashboard, our broadband management software helps companies large and small to reach their goals, reduce customer churn, and have better employee satisfaction than ever before. Functions include:
- Automate the deployment of data, voice, and video services;
- Support automation of firmware pushes and upgrades;
- Change event triggers;
- Manage inventory;
- Complete remote provisioning;
- Check real-time GeoSpatial maps;
- Identify problem areas
The dashboard uses cloud-based technology that is faster and more efficient than any other product. WISPs, telcos, municipal broadband and electric co-ops can identify, diagnose, and fix problems before customers even notice they exist. This dashboard can also help with future planning and building on existing services. It works regardless of the technology and vendor of the devices.
The dashboard is effective from the time of installation to the retirement of devices and services. It is fully customizable and ready for providers of all shapes and sizes. Click here to learn more about service lifecycle management solutions from ETI.