APR™ Automatic Problem Resolution
In 1997, Friendly began development of its Automatic Problem Resolution (APR™) Technology. Designed for non-technical users, Friendly’s sophisticated APR module automatically detects, pinpoints, and solves users problems. Once a problem has been detected, Friendly’s self-healing capabilities can either fix the problem and or advise the user what to do. By easily resolving most common problems - including connectivity and service-related problems - Friendly’s APR dramatically reduces ongoing support costs.
Connectivity Problem Resolution
Friendly’s APR technology can be used with the following connectivity methods:
Typical connectivity problems automatically solved by Friendly’s APR include: Ethernet card settings, PC network settings, browser connections via LAN, wiring problems between PC and router and between router and line, router/modem switched off or not responding, Username, Password, wireless settings, SSID, WEP/WPA key, and wireless signal strength.
Service-Related Problem Resolution
Friendly’s line of E-Self-Support products solve post-activation service-related problems by directing users to the Service Providers support site where problems are diagnosed and solved remotely by the users themselves. Since there is no need for CSR assistance, calls to the xSP’s help desk are eliminated. Service-related issues handled by Friendly’s APR include data, voice, and video services.
Reduction of Support Call-Handling Time
Friendly’s APR includes tools for the CSR that significantly reduce call-handling time in cases where a specific problem has not been solved automatically. These tools enable the user to present the CSR with relevant problem information, saving problem-identification time. Complicated procedures (e.g., ping, IPConfig) can be accomplished for the user by the CSR in one click, avoiding time-consuming explanations. PC diagnostics reports make valuable information - about the PC, OS, NIC, Internet settings, browser info and settings - quickly available. Shortcuts - such as open temp files directory, open DUN, speed test, etc. - enable the CSR to rapidly perform required procedures.
