When developing NETadmin’s support for customer service, we had two factors as guidance: customer service needs access to all relevant information at any time, and they need to be able to finish as many tasks as possible in the shortest time possible on their own.

This doesn’t only lead to more satisfied customers, but also enables a drastic increase in the number of serviced subscribers without a need for increased staff.

Information Is the Key to Effective Customer Service

All relevant customer information is presented on the screen, along with information on services, bills, tickets, SLA levels, and a log of all events concerning the customer. There is always access to complete and update information, and it is possible to keep track of exactly what has been done, and by whom.

Customer service can connect and move subscriptions, and easily see if there are technical problems affecting the customer. As technical staff handles the problem, the screen is updated with information on the problem and on the affected customers and services.

Troubleshooting and Automatic Escalation

Customer service staff can check a service function by themselves and find the source of possible technical problems through real-time graphs. Many of these problems can be solved directly, with the help of a driver system connected to the services.

Logging

All user-related events, such as activation of new services, billing, and error reports, are logged in real time.

Enables Outsourcing

NETadmin drastically decreases the need for customer staff training; this is highly valued by network owners wishing to outsource their first line support. It is also worth noting that NETadmin’s self service system (see separate product sheet) makes the load on customer service a lot smaller.

Billing Integration

Billing information is automatically created for each end user of a service, and different billing models can be tied to different services. This information can be compiled in a flexible way, to prepare for further exportation to different business systems and affected service providers.