Take Customer Satisfaction to the Next Level With Automated Operations Reporting and Notifications
Operations teams now have the technology to understand what is happening across their subscriber-facing networks. However, these capabilities mean little unless they can be transformed into actionable insights that teams can use to improve network performance.
This is why effective tools for reporting and notifications are critical. Too much information coming out of the network can leave teams overwhelmed and confused. Too little information leaves them in the dark.
Deploying Calix cloud software enables BSPs to apply automation to reporting and notifications. This solution can be easily programmed and configured to notify operations teams when certain events occur. This could be a network alarm (for example, when light levels are low) or an alert when subscriber traffic surpasses a certain threshold. This allows teams to set the optimum amount of reporting: they can receive notifications on what’s working correctly in the network—or what isn’t—as often as deemed necessary.
This automated and proactive approach to network reporting can include:
Configurable health thresholds and intelligent alarm management.
Automatic mapping of network alarms to impacted subscribers (displayed on a geo-map).
Optimized and automated operations workflows.
Notifications on network equipment that is failing or about to fail.
Accurate Reporting Right From the Start
Reporting is required throughout the entire lifecycle of the subscriber experience. This begins with the initial installation of equipment at the subscriber’s premises. In fact, ensuring the consistency and quality of new fiber broadband installations is critical. If performed incorrectly, it can lead to major issues further down the line.
Calix developed the MobilePRO app to specifically enable accurate reporting of installations. It provides BSPs with instant validation of field deployments, capturing key data and photos in a simple mobile app. This data is then sent to the Calix Cloud and accessed by a range of other apps, including Calix Operations Cloud and Calix Support Cloud. One report can provide everything a BSP needs to know, from the speed the customer was getting at the time of the installation to the location of devices in the home to how and where the fiber cable is terminated in (or outside) the home and connected to the ONT.
One BSP Reduced Subscriber Turnup By 80 Percent
Chariton Valley, a Missouri-based BSP, has embraced Calix tools such as MobilePRO and Operations Cloud. This approach has enabled Chariton Valley’s operations teams to resolve service-impacting issues faster than ever before, while also reducing inbound support calls and unnecessary truck rolls. It has cut overall alarms by over 98 percent, slashed truck rolls by nearly 40 percent, and reduced subscriber turnup time by 80 percent.
By leveraging the rich capabilities within Operations Cloud, Chariton Valley has been able to serve members more effectively by using customized event alerts and programmable alarm notifications. It allows them to select and group alarms and event notifications and specify the conditions for notifications—including who should receive notifications and when.
Is it time to take control of your network and start delivering an exceptional subscriber experience? Discover more by downloading our latest eBook, "How Embracing Automation Can Boost Productivity, Lower Costs, and Transform Your Operations."
