The nature of the telecommunications sector has changed a lot over the last few years, and telecommunications service management has had difficulty keeping up with it: until now. The ability to use one singular platform to manage networks, services, expenses, orders, and more will revolutionize a business, reduce customer churn, provide better customer support, and even improve employee morale. It helps to give everyone involved with a telco, municipality, or ISP a better experience. Everyone from managers to technicians, CSRs to customers, will see a significant improvement when using ETI’s telecommunications service management platform. Why?
ETI’s platform helps to optimize all of the services that a company provides and put them into one easy-to-understand and trackable system. It helps to streamline services and operations for IoT communications, video, voice, data, product pushes, and more. Our software and platform provides our service providers with end-to-end support, easy integration that requires very little training, unprecedented support for any questions, and routine updates to help streamline telecommunications service management.
For more information about our telecommunications service management, continue reading.
Our telecommunications service management platform doesn’t just revolutionize one area of management, but it improves multiple areas with one platform that everyone understands and can use to get a detailed or simplistic overview of the status of projects, widespread outages, or even just to track successes. From management, sales and marketing to network operations, work order management, and customer service, every department within a telco, muni, utility or broadband provider benefits.
ETI’s Service Management Platform gives service providers a 360-degree view of their subscribers; enhancing the customer journey while simplifying back office functionality. This includes the chance to be self-sufficient and use a web portal to check and pay their bills, order services and even troubleshoot common issues, giving greater transparency within the billing process and helping them to spot any errors that may have been made.
They can also request work orders and check on the status of their services online, eliminating the need for lengthy calls to customer service representatives that create backups and long wait times for everyone.
When CSRs aren’t rushed or pushed to answer phone call after phone call with testy clients, it makes their job a little bit calmer and easier. They are able to take the extra time and go the extra mile with the calls they get, reducing customer churn and improving the customer experience. Finding qualified employees today is not easy. Turnover is one of the single highest costs any company will have, and making the day easier and calmer for a customer service representative will help to reduce that employee churn while increasing productivity and customer happiness.
Our Telecommunications Service Management Platform offers a simplistic, smart overview of the system so they can provide real-time data to customers, and even predict what the call may be about and get to work righting the problem as soon as possible.
If the problem has to do with the customer account, the platform allows CSRs to look into the customer account with transparency. They’ll be able to find and locate the problem quickly and easily with very little need to get information from the actual client.
When they find out the problem, they can quickly create and track a trouble ticket, giving them ownership of the problem. These tickets are searchable and can help to highlight significant problems within the system. If the solution requires new hardware or work to be performed on-site, the system offers work order management and statuses. They’ll also have access to SLA entitlements and knowledge base articles to help them do their jobs more successfully.
Finally, telecommunications service management gives CSRs a lifecycle view of subscriber service history, helping them to recognize problems with hardware that have previously gone unnoticed or recognize those clients who have cycles of calls surrounding their bills and services.
Field service management is one of the most critical components a business or municipality needs to have in order to be successful, keep clients, and expand their coverage areas. Without it, there is wasted money and potential all over an organization. ETI’s Telecommunications Service Management helps to organize field service workers and leaders by giving them one place to look for the information they need.
Within the system, predictive analysis and proactive field engagement transforms the speed and quality of issues resolution so that you can handle more work orders in one day. The system offers scheduling and dispatch tools to ensure that the person closest to the problem, with the right skills, gets assigned to the right job. The work order management system and asset management helps to keep everyone on the same page and increase productivity.
For technicians and workers, the entire system is mobile ready: they can get the information they need while on the go. They don’t need to find Wi-Fi or come back to a command center to get their next assignment. They can also update their time and billing information while on the go, leaving little room for mistakes and overtracking.
Finally, the service management platform provides better field service analytics to better understand the workforce, current needs, and even plan for the future.
ETI’s advantage becomes apparent when you see our device management options. Our dashboard provides real-time monitoring and service assurance for CPE management to help reduce the number of inefficiencies and keep costs down, improve the subscriber experience, and enable next-generation services. Technology-agnostic, our device management platform works with all leading hardware vendors.
It gives technicians the ability to resolve issues quickly and efficiently because they don’t have to do as much on-site testing. If a certain device is having issues, an alarm is sent out to alert technicians, sometimes before customers even notice. It even opens up opportunities for remote fixes and widespread pushes. The end result? Optimized network performance and uptime, making customers happier and reducing labor and service costs.
Over time, the dashboard collects data to report on network performance and trends, helping identify areas where improvements can be made and helping to plan for future expansion.
The Device Intelligence Dashboard, part of ETI’s telecommunications service management offers a range of tools to help businesses keep track of their numbers and create the mandatory FCC reports in an instant. Marketing teams get insight on penetration trends and how the market looks overall, giving them valuable insight when they go to make sales or even retain customers.
FIeld service leaders can see work order and service order reports individually or on a higher level to see how everything is going.
The telecommunications analytics suite provides advanced analytics and visualizations to solve business-level challenges, make proactive decisions and better manage operations from workforce management to sales/marketing.
With just a single dashboard, our telecommunications services management software helps companies large and small to reach their goals, reduce customer churn, and have better employee satisfaction than ever before. Functions include:
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 getting a free demo from ETI.