Service providers connecting to external broadband network owners often find themselves in a “black hole” situation, where they don’t get access to service status and other vital information, unlike in their own networks.

With NETadmin, broadband network owners can offer a portal to service providers, giving them access to the same status and customer service related information that the network owner has. (The broadband network owner defines the exact information made available.)

This way, service providers can access all information needed to take care of customer service tasks properly. They can answer questions about which services customers can access, they can connect, disconnect and move services, and they can track tickets and initiate error reports.

Minimises Customer Phone Call Lengths

The principle is that the service providers always should have access to all relevant information, so that they can close as many tickets as possible as quickly as possible on their own. In the end, this leads to more satisfied customers and makes it, not in the least, easy to handle the increasing number of new users with existing staff only.

For the broadband network owner, this takes a big load off the minds of internal customer support, and also makes it easy to avoid possible triangle dramas in which all parties blame each other and the end users don’t get serviced. Another important aspect is that the process of connecting new service providers to the network is highly simplified.

Trademark Profiling and Integration

The operator can design the layout and content of the information shown in the end-user self service portal – something, which makes it easy to aim different kinds of campaigns at the end users. Furthermore, NETadmin can also be integrated with the service provider’s existing customer service and billing system if needed.

Enables New Business Models

NETadmin’s self provisioning makes it possible for the service provider to profile themselves with quick service activation and the creation of new short-time services. It is, for instance, easy to let customers order HDTV during the World Cup of soccer, or temporarily increased bandwidth for participation in gaming tournaments.