One of the most important tenets of any telecommunications business is field service work and technicians. These are the people who do the work to ensure customers get the services they pay for – unfortunately, they often go underutilized, uninformed, and left in the dark. They are sent to job sites where they aren’t needed, spend too much time in the truck and do work that doesn’t fall into their expertise. ETI’s service management for telecommunications companies helps to organize workers so that they go to the best possible job and they have the information they need when they get there.
Within our system, predictive analysis and proactive field engagement transforms the speed, agility, and quality of issues resolution so that technicians can handle more work orders in one day, using the workforce to its fullest ability, and ensure that the right people are sent to the right job.
Our system offers a full suite of scheduling and dispatch tools, work order management tools, asset management overviews, and more. Even better, the entire system is ready to go on your workers’ mobile devices – they can quickly get updates and information they need while on the go. They don’t even need Wi-Fi or to go to a command center. They can update everything in real time, leaving little room for mistakes and overtracking.
Finally, the service management platform for telecommunications companies provides better field service analytics to better understand the workforce, current needs, and even plan for the future.
Service Management For Telecommunications Companies
ETI’s service management for telecommunications companies provides a 360-degree view of their subscribers, which can help to enhance the customer journey while simplifying the backend for everyone who needs to use it. This gives customers the chance to be self-sufficient and troubleshoot their own problems, which most people prefer to do over calling into a customer service number.
As time goes by and a client base becomes more tech-savvy, they will be able to request work orders and check on the status of their services online, eliminating the need for lengthy calls to customer service representatives, freeing up those team members for other tasks.
Empowering CSRs To Help With Telecommunications Issues
Customer service representatives are among the most important pieces of any telecommunications company. When they have a tool like a service management platform for telecommunications companies, they are calmer and able to handle stressful situations with ease. They can take the time to go the extra mile and ensure problems are solved. This reduces customer frustration and churn, improving retention rates.
When CSRs have the power to make a difference, they have higher job satisfaction. Finding and training new employees is one of the most expensive ventures any company undergoes, and turnover raises stress levels.
Our service management platform for telecommunication companies isn’t overly fussy or convoluted. It is simplistic and smart, giving CSRs the information they need to perform their jobs. CSRs are able to find and locate problems quickly, often without going to a third party for information. From there, they can create trouble tickets that are searchable and updateable. Depending on the solution to the problem, new hardware or work can be scheduled and implemented. They’ll also have access to SLA entitlements and knowledge base articles to help them do their jobs more successfully.
Finally, a telecommunications service management platform gives CSRs a lifecycle view of subscriber service history, which can help abate similar problems, recognize patterns, and even update client files.
Service Management For Telecommunications Devices
ETI’s service management for telecommunications is also helpful for device management. Our dashboard offers real-time monitoring and service assurance for CPE management. This will help to reduce the number of efficiencies and keep costs down. It also improves the subscriber experience and enables next-generation services.
The platform also gives technicians the ability to resolve issues quickly because they don’t have to do on-site testing. If a device is having issues, the backlog is immediately scanned, an alert is sent out to technicians, and the closest workers can get to the site. It opens up opportunities for remote fixes and widespread pushes. This eliminates downtime and optimizes network performance.
The longer a telecommunications company has the service management dashboard, the better device management will be because of historical data.
Get ETI’s Best Service Management Software Today
With just a single dashboard, our services management software for telecommunications companies 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 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 WISPs of all shapes and sizes. Click here to learn more about service management and what ETI has to offer.