5 Ways Proactive Reporting Can Drive Subscriber Satisfaction
Effective broadband service assurance relies on operations teams receiving the right information at the right time in the right format. Network health reporting, for example, is critical for maintaining and optimizing network performance and shaping the subscriber experience. If you get it right, by proactively identifying and resolving issues, then you build trust and loyalty with subscribers. Get it wrong, and you leave them frustrated and potentially looking elsewhere.
To get it right, operations teams need advanced tools that enable the latest machine learning (ML) and automation technologies to simplify and accelerate network data analysis. Calix Operations Cloud provides new ways to extract information from the network using ML and automation—and reports the data in a way that makes it instantly actionable by operations teams.
These actionable reports are a key differentiator, enabling broadband service providers (BSPs) to take a proactive approach. Operations Cloud enables a wide range of network health insights, including:
- Identifying “optical outliers” across the network. An optical data point that deviates significantly from the norm indicates an anomaly or issue to address. For example, low light levels indicate poor signal quality and highlight where repair is needed.
- Improving network capacity planning. Identifying areas of the network approaching capacity can provide early indications of where issues could occur—for instance, identifying passive optical networks (PONs) starting to reach capacity before they cause subscriber issues. This intelligent high-usage PON reporting supports proactive capacity planning.
- Understanding where service disruption occurs. In outage situations, it is critical to understand who is affected and who isn’t. Operations Cloud enables BSPs to pinpoint problems accurately using features such as geo-mapping.
- Prioritizing subscribers most in need. Operations Cloud now reports the top 100 subscribers that have generated the most service-impacting alarms, helping to prioritize support for those most in need.
- Looking after your most valued customers. Some subscribers are high value, and some may be crucial members of your community, such as first responders. Subscribers can now be tagged for special attention in disruptive situations.
The advanced capabilities are part of a comprehensive broadband service assurance strategy. They ensure that subscribers receive the level of service they are paying for. In many cases, the reporting can highlight areas that need attention before they manifest into service-impacting events. These capabilities also provide the insights needed to diagnose issues faster—accelerating the mean time to repair (MTTR) and the ability to identify and notify impacted subscribers faster than ever before.
Many of these reports are configured once and run continuously, providing the insight needed to deliver an enhanced subscriber experience. The network evolves continuously, and BSPs often benefit from a tune-up. That is where outside support is available to fine-tune their reporting policies and ensure they deliver maximum value. The Calix Customer Success team is available to consult with customers old and new to provide guidance on how to get the best out of the latest reporting technologies.
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