The Internet of Things (IoT) and Machine-to-Machine (M2M) communication are rapidly transforming various industries and sectors, such as energy, transportation, security, and smart cities. These technologies enable devices that have a fixed location, such as power meters, bus stops, security cameras, etc., to collect and transmit data over wireless internet connectivity.
However, companies that manage these devices, and the consumers who benefit from them, can face challenges and risks when network outages and repairs impact performance and reliability. For example, a power meter that fails to report its readings due to a network issue can cause billing errors and customer complaints. A bus stop that does not display accurate arrival times can cause inconvenience and frustration for passengers. A security camera that loses its connection due to a network outage can compromise safety and security.
To address these challenges and risks, Enghouse Networks offers a solution called Proactive Care, which seamlessly integrates with a service provider’s existing service assurance and network planning processes to automatically notify customers about network service disruptions – whether planned or unplanned. Proactive Care lets your operations team continue doing what they do best, while automatically keeping customers informed about the latest service updates in a timely and professional manner.
Service Assurance is as much about informing and communicating impact and resolution as it is about preventative maintenance and minimising down-time. A customer who loses connectivity for the 10 minutes they want to use a service is equally disrupted if that outage lasts 15 minutes, or 1 hour. Informing that customer as soon as the potential disruption occurs allows the customer to mitigate the impact and prepare.
A Gartner survey of more than 6,000 customers showed that: ‘only 13% of respondents report any type of proactive customer service. However, that same research shows that proactive customer service results in a full percentage point increase in the net promoter score, customer satisfaction score, customer effort score and value enhancement score’. [1]
By using Proactive Care, IoT/M2M device owners and users can benefit from proactive and transparent communication about service disruptions that could affect them now or in the future.
- Prevent service disruptions by proactively detecting affected locations and providing real-time support to operations and planning teams.
- Minimise service impact by informing device owners and users about the expected duration and severity of network outages or the timing of repairs.
- Enhance customer satisfaction and loyalty by keeping customers informed through open communication about network service at their key locations.
Enghouse Networks’ Proactive Care is a powerful and innovative solution that can help IoT/M2M device owners and users to achieve their business goals and objectives, while also ensuring a positive and seamless customer experience.
Click here to learn more about Proactive Care and how it can benefit your IoT/M2M service offering.
