Support Cost Reduction

Support Cost Reduction

As broadband services become more complex service providers realize that they must reduce their support costs, yet make sure that customer experience and satisfaction remains high.

Friendly's Support Cost Reduction Solution

Friendly's support cost reduction solution reduces the service provider's support costs by reducing the number of support calls and shortening their handling time.

Reduce number of calls with self support portal

Friendly's self support portal solves post-activation problems by allowing non-technical subscribers to actively diagnose and solve problems on their own. By simply accessing a web based self-support portal, subscribers have their problems diagnosed and resolved automatically. The support portal covers troubleshooting of most CPE-related problems, including, home network map view, wireless security setup, port forwarding, VoiP settings, Video settings, and more.

Shorten support calls

Friendly's support management platform offers CSR's with complete visibility and control of the devices and services across the entire service delivery chain. During the support call the CSR can remotely manage, diagnose and solve problems in the subscriber's CPE. In addition, the CSR can activate quick-fix tools to expedite the support process.

Automated proactive problem resolution

Friendly's support cost reduction solution features automatic problem resolution whereby corrective action scripts analyze and solve problems automatically, handling a large number of cases with no/minimal human intervention. This proactive approach allows resolution of potential problems before they even occur.