ServiceVerify
Ensure Successful Installation of "Triple Play" Services—Simply,
and in Conformance with Industry Best Practices
SupportSoft ServiceVerify™ can automatically validate the installation of triple play services and assist in diagnosing and resolving problems when they occur — whether within the provider's network or at the customer premises. It efficiently and effectively identifies problems, guides the user to resolution using best practices methodology, and verifies that the service is operating within acceptable parameters. Configurable service dashboards are adaptable to expertise levels within the customer care organization, providing a clear, real-time understanding of the quality of service (QoS) delivered. ServiceVerify is also highly flexible; it is able to integrate with and complement a variety of work processes and practices.
ServiceVerify Product Brief
Automatically verify the successful installation and activation of VoIP, IPTV, and high-speed data services » Download Now
"VoIP—A Call to Action" White Paper
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ServiceVerify can improve triple play, or multi-play, service profitability through:
- Increased customer service adoption and reduced churn via higher service quality and verifying that services work the first time
- Reduction in call center and truck-roll volumes by proactive identification and resolution of problems before they impact customers
- Reduction in customer support costs through the enforcement of data-driven best practices for triple-play problem diagnosis and resolution for CSRs, field technicians and customers
- Increased operational efficiency through problem escalation to the best support resource if required
"Service automation solutions like SupportSoft's can play an effective role throughout the life of a VoIP customer's relationship with their service provider by getting the subscriber off to a successful start and ensuring that they always have a reliable, high quality experience with their new IP-based phone service."
—Broadbandtrends.com
Reduce Call Center Contacts and Truck-Roll Visits
Performing a "whole-house check" during every service interaction makes sure that problems are addressed before they become a telephone call for help or potentially a truck-roll. For home installation or field service visits, ServiceVerify makes sure that all services, even those that aren't part of the job being performed, are working before the technician is allowed to leave the home. Without verification, it is quite common to have a customer, who has a service installed or repaired, to have either a quality or configuration problem that prevents them from using that service, and then lead to follow-on service calls or truck-rolls. For CSR calls, ServiceVerify can guide the CSR to fix problems, even those the customer may not have called about, before ending the conversation. Subscribers are also empowered to resolve their own issues or automatically send the issue to the right person for follow-up for resolution.
Reduce Customer Service Costs
Providing data-driven best practices to all service personnel means that even the most novice service professional can operate with the efficiency and expertise of the most experienced. The result can be a reduction in resolution times by eliminating unnecessary steps, which can often include truck-rolls. Unnecessary truck rolls actually have two costs: the actual cost of the truck-roll plus the frustration factor on the part of the customer who waited for a technician visit that failed to solve the problem.
Increase Customer Adoption and Reduce Churn
Reducing the problems a customer experiences at the time of installation or throughout their use of their service, as well as resolving problems faster, can improve customer satisfaction. Additionally, making sure that the customer doesn't experience an unnecessary truck-roll and is receiving the highest quality of service further reduces the chance that they will churn from one or all of the services they purchase from their provider.
Increase Operational Efficiency
Not only can truck-rolls be used improperly, but also problems are often incorrectly routed for resolution. ServiceVerify leverages the data and embedded best practices to make sure that a problem that isn't solved is routed to the right support resource for resolution. Further, its integrated reporting allows the service provider to track operational efficiency over time by analyzing metrics such as the percentage of personnel who are verifying services and how many are successfully repairing services that ServiceVerify identifies as not working. Over time, a service provider can observe performance trends with their customer-facing personnel and their quality of service. This data can highlight the need for further education, refinement of best practices and even the need to tune service operational parameters.