Service providers and their customers often suffer from poor experiences because of weak, isolated management systems that do not deliver strong management control. This lack of integrated operational support systems (OSS) creates complexity as issues are attempted to be resolved and causes disconnects in service response leading to sub-optimal customer experience (CX).
What service providers want are robust, integrated management systems that give them the freedom to manage their UcaaS offering and support their customers effectively with efficient tools that aid the process and help them to maintain compliance with service level agreements (SLAs).
Tools to quickly diagnose
“We provide integrated tools like VoIP Monitor to quickly diagnose and resolve issues,” explains Aydin Yamalioglu, the Head of Technology Pre-Sales and Support at NetSapiens International. “This enables our customers and their resellers to do the first-line of support, allowing them to maintain their own SLAs, improve their customer support and help build relationships.”
VoIP Monitor is a feature of NetSapiens’ SNAPsolution that enables customers to look deeply into all details of an issue and to find the root causes behind it. Giving service providers and their resellers the ability to diagnose and resolve issues themselves thus helping boost customer satisfaction.
“If someone calls up or raises a ticket, you want to get a resolution immediately,” explains Yamalioglu. “Having the VoIP Monitor integrated into our application means if an issue needs to be raised to NetSapiens, we’re able to find the fault very quickly, mainly due to the service providers having the ability to do the first and second line support. ”
“Nine times out of ten, it’s a problem they can resolve, because it’s an issue with the local network or something within their remit to resolve,” he adds. “We give service providers the ability to self-serve. Our philosophy is always to let our partners solve at the point of demand.”
Customer management complexities
Intuitive and easy-to-use platforms should be a baseline requirement for handling the complexities of customer management and are the foundations for excellent CX. This is essential in order to enable customers with the ability to manage parts of their service. However, customers should not be forced to manage aspects that they are not capable of or don’t feel comfortable with.
NetSapiens has therefore developed its platform to manage how much access customers are given depending on their experience and comfort level.
“It’s a simple process from a tiered approach that works its way along the chain, whether it’s customers or resellers having access to the platform,” explains Yamalioglu. “This ensures a very similar experience all the way down through the hierarchy, there’s just a little less visibility. When you’re walking a customer through it, you are able to see what they’re experiencing so, from the management point of view, you’re not working the magic in the background and there’s no man behind the curtain.”
