Many devices in use today already come with TR-069 capabilities built in, and with the announcement of ZCorum’s latest TR-069 offering, many DSL providers, for the first time, will be able to leverage TR-069 capabilities to manage and diagnose their CPE devices from a centralized control panel.  Previously, Telco providers may have been able to see a simple tree of CPE information in a rudimentary ACS, but soon, they will have a comprehensive tool at their disposal to help them realize the same benefits  of outage detection and problem isolation that cable providers have been enjoying with TruVizion.

What features can DSL providers expect to see in the upcoming release?  The same powerful mapping and report features that TruVizion has today will be available for all DSL CPE devices.  Users will be able to get a bird’s eye of all their devices and their statuses and pinpoint problem areas in a single view.  DSL providers will have the ability to dive down into a detailed modem screen to see specific details such as the number of recent retrains, device IP and MAC information, current device status and customer address and account data. The communications panel will provide the current and attainable speeds, the subscriber’s bandwidth usage over the previous 24 hours, CRC error statistics and the ATM PVC.

For troubleshooting purposes, an RF levels panel will display the latest attenuation readings, signal-to-noise ratio and output power levels on both the upstream and downstream sides.  The same comparison features available in TruVizion today will also allow DSL technicians the capability to compare a specific customer to others subscribers in their area.  Not only will all these robust diagnostic capabilities be available, but users will also have the ability to remotely reset and potentially reconfigure CPE devices without having to distress the home user or roll a truck onsite.

As you can see, the implementation of TR-069 functionality will be a quantum leap in CPE management capabilities for DSL providers.  No longer will DSL providers be in the dark and have to ponder, “Dude, Where’s my Modem?”

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!!!

Our winners from the I Love TruVizion Contest, Jason and Mark from Concept Cable, stopped by our booth at the SCTE Cable-Tec Expo ’11 and I got a chance to have a conversation with them about how they came up with the idea for the video, how TruVizion has helped their company and what they enjoyed most about their trip to Atlanta.

Video Transcript:

Jessica: Hi. This is Jessica Holbrook with The Business of Broadband at ZCorum and I am talking with Mark and Jason, our winners of the “I Love TruVizion” contest and I just want to see how you guys came up with the idea for the video?

Mark: Hi, my name is Mark. And actually our supervisor came up with the great things that we put in the video. There was so many different areas going into videoing, like the driving and getting on top of the 160 ft. tower, all the way to being out on the beach and having my biggest rail that I could find in my shed and making jokes about that as well. So yeah, it was a great idea that Wayne came up with and we just had a blast doing this and we just want to thank ZCorum for giving us this opportunity to portray what a great application of software that we are able to use in the field to diagnose, quickly, the problems our customers have and have as well. And so, let me give it over to Jason, he will give you more technical aspects about TruVizion.

Jessica: Yeah. Jason, I would like to find out what are the best features or what you use the most about TruVizion.

Jason: To be honest, I think I use the “map” feature the most on the TruVizion diagnostics. Pulling up the whole neighborhood, I can see who is having bad signals, noise ration problems and bad transmit level problems; I can see an entire area! It kinda helps me to cut down on time with fixing and evaluating. It’s a great software!

Jessica: So what has been you favorite thing that you’ve done, here, in Atlanta?

Mark: Well, between the Aquarium and the wonderful chicken here at the Aquarium-the meal, and going to Gladys Knight’s Chicken and Waffles to eat, this expo has got to be at the top of my list. To be able to talk to the vendors and know what they are saying and understand what they are selling…I don’t come from a high technical background; I have kind of had to swing it as I go and learn as I go. So, it’s been really great to be able learn so many different technical aspects and the opportunities that we have with different devices and the equipment that they’re offering us. The expo is on my list as a “top” since i’ve been here.

Jessica: Was there anything at the expo that stood out to you, product wise, that you think would be really cool to have, use, or….

Jason: Some of the fiber architecture that they have on the other side is pretty cool. They’ve got a lot of cool set-ups. I like looking at it and seeing what we want to do and….Other than that, like I said, it’s just been great talking to everybody here.

Jessica: Well we’re so glad that you guys came and that you won the contest, and we are so thankful for the video. So, thanks again!

Day one at the SCTE Cable-Tec Expo was very successful for us. I had a chance to talk with Art Skinner, our VP of Business Development in front of a very busy ZCorum booth about his impressions of our TruVizion Cable Diagnostics software compared to what he is seeing with some of the competition. Excuse the audio. The handheld mic wasn’t working for the first part, which is why the background noise suddenly disappears in the middle of the video.

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.

As we all know, if someone is frustrated and angry with a company, they’re much more likely to tell their friends (and even total strangers) than someone who’s blissfully happy.  That’s our nature.  We often focus on the negative, and don’t always pass on positive stories about the companies and products we really like.  Sure, we want to say nice things about those companies that consistently provide us great products and services. We’re just busy. If we’re happy with a company, we have other things on our mind that are more pressing (including those companies we’re unhappy with). But, there are some things you can do to give your happy customers a reason to brag about you.

Run a Contest

You can run a contest, and provide customers an incentive to say why they like you.  For example, today we launched a video contest for our customers called “I Love TruVizion.”  TruVizion is our cloud-based application for cable modem and CMTS diagnostics. We know we have fans out there.  To provide additional motivation for customers to tell us and others their story, we’re giving away a trip for two to the SCTE Cable-Tec Expo, which is here in our home base of Atlanta this year.  We’re asking our TruVizion customers to create a video showing and/or telling why they love TruVizion.  We’ve even produced few sample videos like the one below to help generate some fun and creative ideas.

Social media

We all see in our Facebook feeds when this or that person “likes” this or that company. While it may appear as just another “like’ so someone can get free stuff, we know intrinsically that someone will not click that “like” button if they don’t like the company.  Having a Facebook page and then finding creative ways to get folks to like it is a great way to promote your brand and stay in touch with customers.  It’s also important to monitor social networks like Twitter to see what customers are saying about you.  If you’re good at what you do, positive comments will come up and you can share those with others.

Referral Programs

Another way to leverage your good reputation into additional sales is by rewarding customers when they send you referrals.  I wrote about customer referral programs in a post a while back. It’s inexpensive, easy to promote, and a great way to motivate happy customers to brag about you to their friends and family.

You may be thinking at this point that running a contest or a referral program seems like you’re paying someone to say nice things about you. That’s because it is.  But, only those people who really want to say something nice are going to participate.  We all have our reputation to think about, and are not going to recommend something we don’t believe in (unless we’re an infomercial actor who’ll say anything).  Remember, people who are angry are plenty motivated.  On the other hand, even if someone loves your company, it’s not usually at the top of their mind to tell others. You’re just giving them a reason to think about it and providing some motivation to take action.

Do the Unexpected

Of course, the key component in getting people to brag about you is to create fans, not just happy customers.  Sometimes that means doing the unexpected.  If you do what’s expected, the most you’ll do is make someone happy.  If you surprise them and take it to the next level, you’ll make a fan.  Whether it’s that “certain extra something” you add to your product or service, or going the extra mile to help a customer in need, those are the types of things that make a fan, and fans are the most likely folks to sing your praises.

 
Rick’s Google+ profile

For those of us in sales, this final time of uncertainty in the buying process can be frustrating (even though we’re also guilty of it).  You’ve listened to your prospect. You understand where his or her issues lie and have demonstrated how your product is a perfect solution.  You can provide a clear set of benefits that will produce a return on their investment. Still, some will not take the step to make a decision, and it’s often because they are struggling with uncertainty.

The Power of the Test Drive

One way to overcome this final hurdle is to offer a trial of your product or service.  Car dealers know they need to let someone drive a car before they’ll buy it. Some will even let a qualified buyer take the car home for a period of time.  You can do the same. If your prospect is truly interested in your solution and they are clear on the benefits, letting them try it for a month will often seal the deal.  If you’re confident in your what you’re selling, and it will deliver on what you’ve promised, this can be a great strategy. You can talk until your blue in the face, but sometimes letting someone experience the benefits first-hand is what’s needed to close the deal.

Back in the earlier days of broadband we had a cable provider that was very successful in their use of the trial.  They had two different challenges when selling broadband.  First, they needed to convince people who did not have the Internet why it was something they needed.  Second, many prospects had dial-up, so they had to demonstrate why broadband was so much better.

They decided to go door-to-door offering residents a free 30 day trial of their broadband  service.  They would install the modem on the spot, give a quick demo, and told them they’d be back in 30 days to take out the service if the customer no longer wanted it.  As you might imagine, it was was rare that the customer decided not to keep the service once they had used it for 30 days.  They didn’t need to imagine the benefits or worry about the decision, since it was risk free.  By the time 30 days was over, the decision was easy to make because they had been using the service and could experience the value in the faster speeds and always-on connection of cable broadband.

We’ve used trials very successfully here at ZCorum.  Recently we’ve been offering 30-day trials of TruVizion, our cable modem diagnostics software.  In fact, we just up signed Ritter Communications, who tried the software for 30 days and were able to clearly see during that time how it was helping their staff and operation.

What kinds of trial offers have you been a part of?  Have they been successful?

In addition to saving a lot of money, people are excited by the idea of being able to view any modem from anywhere, without having to go from house to house to connect up.  Plus, TechVizion’s access to historical data is another feature that’s resonating as I talk with prospects. With a single touch I show how they can pull up a chart displaying 24 hours of RF readings for any modem, and how one touch more overlays that chart with readings from the five nearest modems.  Even the most expensive DOCSIS analyzers are limited to seeing data from what they’re connected to when they’re connected.

Gotta run.  The show floor is about to open.  If you’re reading this and happen to be at the show, Arthur Skinner and I will continue demonstrations of TruVizion and TechVizion in booth # 211.

We hear it all the time as we talk with cable providers about TruVizion.  They like the product.  They can see the benefits.  They can see how much money we can save them and calculate a return on their investment.  In short, they’re excited and ready to buy.  But, if it’s not in their budget, they can’t budge.

I’m here to humbly ask, if you’re a cable provider and now beginning your budgetary process, please consider adding some funds for TruVizion as your new cable modem diagnostics solution.  Here are just a few reasons why that money will be well spent.

Reduce your operating costs

TruVizion will reduce the time your technicians spend on each job and the miles that they drive.  It can also reduce by 30% or more the time your technical support reps spend on the phone with customers resolving their issues.

Shorten your MTTR

With TruVizion you can significantly reduce your Mean Time To Repair (MTTR).  If you have an outage, the data and mapping available in TruVizion will allow you to send the right resources to the right areas, allowing you to recover more quickly.

Make proactive plant improvements

TruVizion enables your technical team to zero in on issues in your cable plant that are affecting the quality of service for multiple customers.  You know the ones I’m talking about—those nagging issues that you’ve had a hard time putting your finger on because you haven’t had the right tool.

Improve customer satisfaction and increase revenue

Of course, customers like it when their problems are resolved fast, whether it’s in the home or a more widespread outage.  Plus, it’s all the better if you can find and fix systemic plant issues that may be causing an overall poor customer experience that’s not always reported.  In short, happier customers will mean less churn, and more likelihood that you can successfully market additional services to each subscriber in the future.

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.