Leavin’ my home, leavin’ my friends

Runnin’ when things get too crazy

Out to the road, out ‘neath the stars

Feelin’ the breeze, passin’ the cars

          Bob Seger – Travelin’ man

One of the great pleasures of developing relationships with customers is visiting them face-to-face, on their turf. This is the best way to understand their unique challenges and needs. As a service company, one of ZCorum’s fundamental tenants is to provide an uncompromised value based on meeting those needs.

My last trip took me to the Ohio Valley, northern Kentucky and Eastern Tennessee.  These areas are semi-rural as many of our customers are. Even though each ISP has opportunities and challenges, the one issue that is trending with every ISP is bandwidth consumption.

Subscribers – users – consumers, like you and me, have historically thought that bandwidth is just part of the Internet deal.  Times have changed. In what is becoming an insatiable addiction, we are moving unprecedented amounts and data and it continues to escalate as rich content is becoming more and more the norm. The number of Netflix downloads and streams is constantly growing. Dish bought Blockbuster and has 25,000 titles at your fingertips. Hulu has grown to $420M in 2011. Amazon provides free storage (for Prime customers) and on, and on.  All this content rides on the local ISP on bandwidth that has a hard cost.

Central to my visits was to share how we are assisting our ISPs to get control of the traffic on their network.  Our Broadband Policy Enforcer facilitates the communication to, and the management of those few users who consume an unusually high share of the bandwidth. By implementing a strategy to manage high-usage consumers, you can improve the Internet experience for the vast majority of the subscribers who are not overeating, so to speak.  Best of all, managing bandwidth based on overall individual usage in this way is well within the guidelines established by the FCC’s Net Neutrality Act, as long as those policies and practices are clearly laid out and fairly implemented (collective sigh of relief).

Travel is sometimes a grind, but when I can bring good news and value to my  customers, travel quickly becomes the most exciting part of my role.  Our Affiliated ISPs are quick to share not only their business needs but also their history and regional cultures. I find this personally enriching.  On this trip, I sat where George Clooney sat, got to see the mighty Ohio River for first time, and had my first taste of Cincinnati chili – in Kentucky, no less.  I’m a Travelin’ man, and I love it.

Maps are great when the underlying map provider has accurate information. Of course, they’re not always updated immediately as roads change. You know this if you’ve ever used a GPS to navigate down a new stretch of highway before the maps have been updated. Your GPS display suddenly shows you doing a little off-roading while the GPS voice advises you to proceed to the highlighted route somewhere off in the distance. The same is true for cable operators who are adding subscribers in new developments that haven’t yet been added to mapping systems. The good news for TruVizion users–there’s a method to add and update the street maps online when needed.

In order to understand how our customers can go about making updates, we first need to know how the mapping information is processed and stored.  The first step in mapping the location information for TruVizion involves the geocoding of the physical addresses into Latitude/Longitude coordinates.  For this function TruVizion leverages TeleAtlas, a worldwide geocoding service that aggregates mapping information from a number of sources.  The second step in mapping location information is matching the longitude and latitude coordinates to a map.  For this function TruVizion uses Open StreetMap, the same mapping mechanism used by the National Broadband Map.

OK, so let’s get to the point. How do we go about updating the maps?  Since there are two steps to mapping an address, there are two potential items that might need to be updated.  If a subscriber’s address is not geocoded to a longitude and latitude, then the modem page will display a generic, grey-shaded map that says: “Customer address cannot be located.”  In order to fix this you can go online and submit a request to have your customer’s address information updated with TeleAtlas.  It’s a really fast and simple three step process to request a change.  They even provide a couple of helpful online videos to show you how it’s done and how your request is processed.  Once you submit a request for the change, you will receive a ticket number, and they will email you status info as they research and verify the requested changes.  The verification process takes a day or so, but makes sure the updates get coordinated with other map update sources.

The second potential item that you might need to update is when TruVizion maps to the right location, but the new roads and new developments in the area are missing.  The fix for this one takes a bit more effort, but it’s also more fun to do.  If you’ve ever enjoyed playing Sim City or the like, you’ll enjoy this interface.  What you need to do is go online to Open StreetMap, setup a new account, search for the location you want to edit by zip code and draw in the missing components with your mouse and keyboard.  You can add roads, bridges, landmarks and even your favorite local hangouts if you’d like.  There is also a detailed tutorial available online to guide you through if you need.  Once you add in the changes and submit them, it takes a couple hours for them to start showing up in the TruVizion maps.  I hope these tips will assist you in navigating any discrepancies in your local areas. Happy mapping!!!

Walk softly

Dwight D. Eisenhower once said, “You do not lead by hitting people over the head — that’s assault, not leadership.”    Oftentimes in companies today, we find people believing a title gives them leadership.  They adopt the “because I said so” mentality simply because their title in an organization warrants them to be in charge.  The dictatorship approach sometimes reels in its followers by fear, while other times people follow because they have no other choice.   When and if the people who have no choice ever have the opportunity, they will jump ship as fast as possible.  At the end of the day, are dictators truly ever successful?

Value input

Great leaders become great because they have a passion for something.   They’re able to use teamwork and collaboration to conquer what would be impossible tasks by them alone.   They understand they do not have all the right answers and look for thoughts and insights from others within the organization, paying no mind to “rank” or “title.”  Great leaders believe the janitor can contribute a creative idea.  They clearly understand that power comes in numbers and know that it takes a group effort to accomplish amazing things.

Manage talent

A true leader understands that every member of their team has strengths and weaknesses, and it’s their job to bring out the best qualities in the team.  No person is “bad” at every single thing, and a leader’s job is to find the right fit for each person.  As a result, a great leader can have a team made up of what some might consider mediocre folks, yet they can inspire a higher level of achievement than a team of pros would serving under most managers.

Take risks

As Albert Einstein once said “Anyone who has never made a mistake has never tried anything new.”  The people in leadership roles who come to work every day and do the “same old thing” are not leaders; they are just mere wasted space in the office that could be filled by someone willing to take the next step.  The fact is that if leaders are not stretching and taking risks–not making mistakes– then frankly, they are not doing their job.

Recognize others

The most important thing for a good leader to remember is the importance of each member of his or her team in achieving success.  If there was no one on their team, who and what would they lead? If the leaders fail to recognize this or fail to give credit to those that are deserving of recognition, then they will soon be leading alone.

What are your thoughts on great leadership?  Leave a comment below and let us know.

"Let's get together, yeah yeah yeah. Think of all that we could share."___ (song from "The Parent Trap", 1961)

As a provider of broadband services to broadband providers, we bill based on the number of subscribers a provider has.  A common call that I’ll get from one of our customers after our bills have posted is regarding how they can best reconcile their billing database to our monthly invoice.  It’s always a challenge when two billing systems are in play. Data is often entered manually in both systems, and totals can get out of sync over time as account changes are made.  So, it’s becoming more and more common for our development team and I to work together to integrate our billing system with that of our provider’s system.

As a result, we’ve been through several integration projects and are now integrated with billing systems such as ICOMS, Azar, GLDS, Omnia, and BillMax. We’re also open to integrating with other billing vendors, and even get the question of whether a “home grown” billing system can be integrated. The answer is yes, and if you are working with a provider of managed broadband services like ZCorum, there are some good reasons to integrate—whatever your billing system happens to be.  Integration creates a single point of entry for additions, modifications, and deletions, which saves a lot of time when entering or modifying accounts. Once a provider integrates with our system there’s no need to go into our account management application to enter a subscriber account, modify a billing address or a phone number, or change a password. The provider’s billing system pushes the account data to us via an API, and we  provision in real-time the broadband modem, the EMTA if VoIP is included, and any associated email accounts.

Another benefit of billing integration is accuracy. Since the two systems are operating as one, billing exceptions are few and far between. When an account is deleted out of the provider’s billing system it’s automatically deleted out of ours.  This saves on manpower, since no one has to keep two systems up-to-date, and no one needs to figure out later why things aren’t matching up.

Is integration 100% foolproof?  No, but most of the time it works flawlessly. Yes, no one should pay a bill without reviewing it for accuracy, but it’s much easier reviewing and reconciling billing when both systems are integrated.

Well, this is my first official blog post.  As I thought about writing, and read blogs written by my colleagues, I looked around my office and wondered “What in the world do I blog about?” Then I thought, what’s the one thing that makes my job so enjoyable? “My” Affiliates.

After being with ZCorum for over 13 years, and working in the Account Management department for 12 of those years, I look back and fondly remember all of the relationships that have developed over time–some good and some not so good, but that’s life.

I started out in Account Management as a “spring chicken,” 20-years old to be exact.  Fresh from maternity leave, after having my first born (Lee), I was introduced into what I would refer to as “Affiliate Land.” For almost a year, I had been doing 1^st and 2^nd level technical support troubleshooting Internet issues for subscribers. Now I would be providing customer service for a group of our service provider customers, which we call Affiliates. This was gonna be a big change!

My boss at the time broke me in good. She introduced me to a lady whom I now refer to as “Libby” and “my adopted grandmother.” At that time, if the phone rang and I heard Libby’s voice, I just wanted to crawl under a rock somewhere. She could be rough. Libby demanded the absolute best for her customers, and if she felt like they weren’t getting the best, she would have me for lunch that day. She taught me a lot about being the “man in the middle” and how we were an extension of her company. Of course, those were all things that my management team explained, but until I saw it through Libby’s eyes (or any Affiliate’s eyes), I didn’t fully grasp the concept.  Libby has since retired, but we still keep in contact with one another from time to time.

Each Business Account Manager on our team has special qualities. We all have unique personalities that allow us to bond with our Affiliates in a special way. Some of us have stronger personalities, while others have very nurturing personalities.  Some are extremely tech savvy, while others still have room to grow in that area.  We are almost always able to match our Business Account Managers with Affiliates based on those qualities, and through that, we can watch those relationships blossom and grow. 

For each and every Affiliate relationship we have built over the years, we have added another member to our “family.” I’ve had people come in and out of my life via the Internet and telephone that helped mold and make me into who I am today.  I consider it an honor and a privilege to work with so many wonderful individuals on a daily basis. Even on the worst days, there is always someone who makes me smile. And THAT is what makes us a “family.”

Like preparing for a new school year or for the imminent cold of winter, this is a good time to think about your business and the resources you’ll need for the coming year. Strategy sessions are taking place. Budget committees are in full swing. It’s that perfect time between summer vacations and the holidays when we have some fully-productive months to review the business and plan ahead.

As a broadband provider, your opportunities are endless. You hold the connection to the consumer.  Even if they drop their landline for a VoIP service, or their Cable TV for Hulu and Netflix, they need a fast and reliable broadband connection to make it all happen.  Broadband should now be your focus, and the demands on that business, which is now mission critical, are growing.  Meeting the future needs of your broadband customers requires proper planning and operational coordination. You need to identify ways to improve your network and manage the efficient use of your staff, your bandwidth and other precious resources.

If you offer broadband over cable, TruVizion can help you stay on top of the most important metrics in your plant, making it possible to proactively improve the overall performance and use of your network and technical team.  Whether troubleshooting an individual cable modem, or keeping tabs on the health of your CMTS, TruVizion provides a unique and powerful view into your cable plant.  Also, with the introduction of TechVizion, which works in conjunction with TruVizion, your technicians can view real-time cable modem diagnostics in the field right on their smartphone, allowing them to more efficiently troubleshoot consumer issues–which will reduce their time on the road, and also increase customer satisfaction.

So, don’t let the Dog Days of Summer get you down.  Take this opportunity to look ahead.  Finding ways to improve your network and operational efficiency now will help you meet increased customer demands in the coming year.

More often than not, the complaints that come across your desk will have nothing whatsoever to do with you.  It may not be your job to handle customer complaints.  The temptation is to deny any wrongdoing and push it aside.  But, if you’re company places a premium on providing extra-mile, professional service to your customers, you can’t pass the buck.  You need to deal with the problem.

Of course, there’s that old saying “you can’t please all of the people all of the time”, but the following five steps can help you turn a customer with a legitimate complaint into a RAVING FAN.

1. Let your customer blow off steam – while you show that your are actively LISTENING. If you talk first before listening, your customer will likely get madder.
2. No matter how unreasonable the complaint seems, the customer has a right to express it. Don’t find fault with the person and never use “you should have” language to a complaining customer.
3. See the complaint for what it is. Don’t exaggerate it, but don’t minimize it either. By helping your customer define the problem you are setting the stage for a solution that can likely bring him or her back again.
4. Rephrase the complaint to the customer. This not only helps you understand the complaint but let’s the customer know that you were listening. Once you know the real problem, devoid of emotion, then you can explain the steps you will take to alleviate the situation.
5. Finally, thank your customer for informing you of the situation including his or her feelings on the matter. Let the customer know that you appreciate the opportunity to be of extra service.  Try to win a friend, not an argument.

Let’s apply another adage: “It’s not the problem – but how you handle the problem”.  By taking these few steps when confronted with a service issue, you’ll increase your likelihood of not only turning a complaint around but you just might create a RAVING FAN.

Japan celebrating World Cup victory on behalf of their beleaguered country. Photo: Michael Probst/AP

How many organizations are you a part of?  For me, I have a family, I’m active in a church, and of course I’m employed with a company that provides technical services to a varied set of ISPs across the USA. The organizations you interact with may be different, but one thing in common to all organizations is that you can accomplish much more when members work together as a team.

Sport provides us with many analogies and anecdotes about teamwork and plain old “getting it done”.  A timely example is the Women’s World Cup.

This Sunday the U.S National Women’s Soccer Team played for the championship in Germany against Japan. Although our girls had won the cup twice before, they had not made it to the final in last two competitions, which are held every 4 years.  There was something different about the U.S. team this year.  Apart from a couple of ‘stars’, the team was deep.  Every player had seen action and the team lost nothing when a substitution was made.  For example, they had a close game against past rival Brazil in the quarterfinals.  We had to play a player short for an hour, and deep into over time.  It would have been easy for our girls to quit—to give up.

When your team is faced with obstacles how does it respond?  Our girls dug down deep, played tirelessly, unselfishly. In fact, it was a substitute that made “the play”, sending a long aerial pass to one of our ‘stars’ that brought our team back from the brink and a possible ticket home with nothing.

Sadly, the tables were turned on our girls during the final on Sunday.  Having gone ahead twice in the contest, the Japanese battled back twice to take the game and the championship.  We can learn much from this lesson. The Japanese eleven played those last moments as team—a single unit—taking full advantage of every opportunity.  They were playing for their own pride, and pride in their country, which is still reeling from an earthquake, tsunami and nuclear disaster.  In the end, they had that little extra they needed to come out on top.  Still, despite the U.S. loss, two great teams put on a great show.

If we go into a situation thinking the odds of winning are insurmountable, then that mindset may determine the outcome.  If, instead, we fervently tackle the challenges that are always going to be along the path of a worthy but difficult goal, victory can be right around the corner.  With the proper training, determination, and grit, most obstacles can be overcome when a group of individuals who understand a goal come together in a joint pursuit.  Wins and great accomplishments can be achieved – whether it be in business, family, or in the field of play.

Astronauts use virtual reality to rehearse for a mission to the International Space Station (NASA/JSC - Jan 2009)

No, this article isn’t about virtual reality, despite the image to the left (although that’s some cool technology).  Today I’m writing about virtualization in the realm of computing systems.

While the concept isn’t a new one, we’ve seen a massive proliferation of virtual computing in the past 5 to 10 years.  What’s driving this?  The exponential growth in physical system capabilities, a need for operations managers to reduce overall costs, and the explosion in demand for Internet services have all required a new way of delivering services.  To satisfy these pressing needs, the tech community birthed a new wave of virtualization infrastructures which has totally transformed the way computing is done today.  It may not be virtual reality, but it’s an exciting topic for those of us who are tasked with building and managing efficient computer networks.

What is Virtualization?

In a nutshell, virtualization allows you to run multiple virtual systems, each in its own container, on a single physical host (or server).  Each of the different virtual machines can run one of a variety of operating systems with any number of applications or services.  While every vendor has their own technological implementation techniques, they all basically employ the same concepts.  Each virtualization vendor incorporates a mini operating system, called a “hypervisor”, at its core foundation.   These hypervisors act as an intermediary between the physical hardware and the logical operating systems.  These virtual component interfaces allow the various logical operating systems to share common hardware.  In some cases the hypervisor can actually “deduplicate” multiple, identical logical resources across systems by mapping them all back to a single physical resource mapping.

Why is it important?

Sounds interesting, but how does this all impact my bottom line?  Well, by allowing each virtual system to share the various computing resources of the physical host, overall utilization of computing resources is more efficiently leveraged.  System resources that were previously idle can now be fully engaged to improve the total return on investment (ROI).  With the advent of deduplication of memory and storage, we can oversubscribe resources and run more systems on the same physical gear.  The result is a much lower total cost of ownership and an extremely efficient use of computing resources.  Organizations can realize significant reductions in their requirements for physical space, power, cooling and capital expenditure.

There are also many soft savings as well.  In a virtualized environment, all the systems and applications are decoupled from the physical constraints of hardware.  Since the entire virtual system environment lives in a virtual container, it can be easily moved, copied, cloned or backed up. Virtual systems can literally live anywhere in the virtual infrastructure.  Systems can be seamlessly moved around the environment without incurring downtime.  Intelligent virtual infrastructure can even be enabled to automatically power off, power on or relocate live systems to the ideal locations based on resource availability and overall system workload.  All these enhanced features greatly reduce mean time to recovery, bring down administration overhead and make for a much more cost effective usage of resources.  You can easily see why virtualization has truly been a boon in the ongoing fight to increase ROI, lower costs and improve efficiency in the new millennium.

Intuitive, Functional Interface

One thing that’s evident when someone starts to use TruVizion is how well laid out and usable the interface is for multiple functions within the company.  Our developers designed TruVizion with the goal to be powerful, yet accessible, by consolidating and presenting the most important information based on job function.  Just one example is the Modem Diagnostics screen, which displays critical, color-coded readings necessary to show the health of the customer’s modem and the upstream channel the customer is connected to–all on a single, easy-to-read screen.  This can help your service rep quickly determine what may be causing a subscriber’s problem, and whether the issue is limited to the home or possibly affecting other customers.

Advanced, Interactive Mapping

All maps are not alike.  A map with a few pins showing where some of your customers live is interesting, but not all that helpful.  TruVizion mapping is far more advanced than competitive products.  As an example, with a click or two you can filter modems based on their on-line status, the type of alert state, and the node or active leg the modem is connected to.  With a click you can also turn any report displayed in TruVizion into a map of all the subscribers that make up that report.  This all provides useful and actionable data for your technicians.

Powerful, Historic Analysis

TruVizion allows you to chart up to 90 days of historical data on your upstream and downstream channels, including RF, SNR, Bandwidth, Modem Status and Codeword Errors.  You can also chart the historical RF statistics for any subscriber for up to 90 days.  Plus, with a single click you can compare that customer’s readings over time with five other nearby modems to quickly see common issues and trends.  Just think about how that feature could improve your staff’s efficiency as they search for a problem affecting multiple customers.

There are many other differences in TruVizion that make it the best tool for troubleshooting your subscriber and plant issues, as well as for proactively managing and improving cable plant performance.  Want to hear more?  Just give us a call at 800-909-9441 or request a demo.