The Business of Broadband

View the current status of nearby modems to determine if one customer, or many customers, are affected.

Customers don’t want to spend time on the phone troubleshooting with tech support, only to find that their problem is caused by an issue in your cable plant.

So what can independent broadband providers do to accelerate the diagnosis and escalation of plant problems?

It’s actually pretty easy

Just give technical support representatives access to more RF information, diagnostic tools, and maps.

Download the case study

In our latest TruVizion case study, you’ll learn how to give your tech support reps access to more comprehensive data to help them diagnose plant problems more quickly and efficiently escalate all the relevant data to engineers.

The case – and the short video below – follows a call from an end user experiencing a very slow connection and the actions taken by the tech support manager to assess the situation quickly, explain the next steps to the customer, and then escalate the problem and all pertinent data to engineers.

ZCorum’s TruVizion data analytics application for cable broadband providers gives tech support representatives all the tools they need to see RF levels on the modem, compare service quality to other nearby customers, and then quickly escalate information to plant engineers.

Request a live demo

For more information on the ways TruVizion can help you better manage your cable plant, please check out the Efficient Escalation from Tech Support case study at TruVizion.com or contact us to request a personalized web-based demonstration.