Consona Service Verification

Want Customer Support That Adds to Your Bottom Line?
Yes, we know that broadband services are considered a must-have in the home and office. We also know that you’re probably experiencing some service commoditization and falling Average Revenue Per User (ARPU). Then there’s complex infrastructure, customer support issues, fierce competition and the risk of churn. It’s a lot to think about and we can help make it easier for you. Here’s how.

Get the Service Call Right the First Time
Consona Service Verification enables digital service providers (DSPs) to automatically verify the successful installation and activation of VoIP, IPTV and high-speed data services to homes and small businesses. Service Verification is designed to provide the tools and the information to both the installer/service technician and dispatcher, as well as customer service representatives (CSRs). This can resolve current issues and prevent future problems. It also helps to ensure that technicians can leave the job knowing that the work has been done correctly and the customer has access to all the services they ordered.

Service Verification's easy-to-use "red light/green light" management controls can quickly pinpoint potential problems, from wiring to IPTV configuration, from VoIP to high speed data, for both DSL and Cable service providers. Service Verification can also automatically link potential problems to the best resolution, thereby improving first call resolution and preventing unnecessary truck rolls. Consona’s patented SmartIssue technology coupled with a network-view of the home environment provides a 360° view of the problem – and possible resolutions.

Service Verification can provide:

• Reduced operating costs – avoid site visits, reduce service calls and keep equipment running smoothly
• Streamlined customer service – standardize support processes and provide a higher-quality experience for customers
• Improved decision-making – provide managers with detailed performance metrics
• Increased customer satisfaction – improve service reliability, right from the start

With Consona’s Service Verification, take the cost and complexity out of customer acquisition and management. Help subscribers help themselves, which means fewer truck rolls, fewer calls to your service desk, and more satisfied customers. And give your service desk effective tools to provide exceptional service when subscribers have complex issues. Best of all, easily deliver value-added services that will increase ARPU and drive new revenue without a lot of overhead cost for your business. Contact us today.

Key Features

Deployment flexibility

Provide information to dispatchers via a PC or directly to an installer/field tech via work force automation systems that include web-enabled cell-phones and wireless PDAs.

Provide “whole-house” verification

Dispatcher/CSR "dashboard" that provides a single screen overview of all the key variables along with green-light "pass" or a detailed red-light "fail". Drill-down resolution capability to provide details for problem analysis and appropriate solutions.

Targeted email escalation for resolution

Assists CSRs by isolating customer problems, enabling them to determine what they can repair and what actually requires a truck-roll. Detect whether the problem is at the house or in the network, if there is any course of action that can be taken to resolve it or what the proper escalation path is as required.

Billing and back-end integration framework

Integration framework provides the necessary links into the provider’s CRM, provisioning and other OSS or BSS systems that require interaction with the activation.

Customizable, flexible reporting

Customizable ad-hoc reporting that can be used to monitor installer/service technician effectiveness. Isolate problem areas and emphasize where additional training should occur or how the best-practices workflow can be changed.

“Golden Record” capture

A current snapshot, taken on install and each subsequent service check, of the existing "working state" for help in resolving or even pre-empting future problems.