Self-Healing Networks to the Rescue

No one likes having a problem with a modem or PC. The service provider or network equipment vendor who receives a phone call from a customer who cannot figure out what is causing the problem is even less happy than the subscriber with the problem. For the provider or vendor, the incoming support call represents a cost spanning across the call center staff answering the call to the possibility of a truck roll to solve the problem.

Unfortunately, broadband users account for two to three times the calls of other services. Furthermore, according to Juniper, if every customer calls the help desk once a year then that equates to 2,740 calls per day per million subscribers. To support a customer base of 5 million broadband users, this call rate would require a call center of 200 agents.  For most providers, each call into the call center costs on average four-to-eight dollars per inbound call. If a technician must be dispensed, this can cost on average 45-to-90 dollars per truck roll. Consequently, providers offering broadband services have incentive to reduce the number of call center calls and truck rolls and can adopt tools for remote diagnostics from the call center or use tools that can be given or sold to customers to do their own self-care.

The Right Tools Make it Easier

Call center employees need tools that can view and perhaps solve a subscriber’s problem without having to dispatch technicians to the customer’s location. In general, the call center worker has a list of likely problems and solutions. It’s likely we’ve been on the telephone with a call center and asked to check connections, reboot equipment and conduct tests. This can be frustrating to the caller and time consuming to the agent especially if a single complaint generates multiple, helpdesk calls if issues are not easily solved.  Quite often it can take multiple phone calls and multiple truck rolls for the same issue.  With truck rolls representing close to 75 percent of support OPEX (News - Alert), there is great need to reduce the number of truck rolls.

Having the ability to diagnose and resolve a customer’s problem in a single, short call without dispatching a technician, can equal considerable OPEX savings. Service providers use metrics such as mean time to diagnosis (MTTD) and mean time to repair (MTTR) to track productivity and are always seeking ways to reduce these numbers. Moreover in addition to the productivity and OPEX gains, improved customer satisfaction reduces expensive customer churn. Table 1 describes home network tools, the purpose of which is to reduce support cost and improve customer experience.

Types of Home Network Tools

Most calls result from problems with the initial installation or post-installation-related issues, usually within 30 days of installation. It is often easier for the provider to replace customer premise equipment than to try to diagnose problems either remotely or by lengthening the duration of the site visit. The customer is usually satisfied by the replacement although most carriers find that the majority of returned CPE is not faulty and most returns are judged to be unnecessary. For example, a computer company was having problems with modems and would just swap them out if a problem was reported. Back at the support center, technicians discovered that 90 percent of the modems actually worked. Once the computer company installed diagnostic software at the customer location it was very rare that a problem existed or there was a need to dispatch a person. The computer company reduced returns by 70 percent thereby saving $1.7 million. For 25-cents per unit investment on the software, the company saved over $1/unit.

The best course of action for a broadband service provider is to use tools to lower support costs. This software can be used to set-up home and business premise-based networks and provide diagnostics so that customers do not have to call the support center when there is a problem. The providers can sell the software as a value-added service along with back-up, optimization, anti-virus, and AVS (News - Alert) firewall or offer it for free in order to reap the cost savings associated with reduced helpdesk calls and truck rolls. The software can be developed to detect and solve the top 10 problems to the call center remotely.

A major US based ISP has white-labeled a PC optimization tool and charges about $5 per month for the software, which is sent to subscribers. The ISP has over 100,000 subscribers using the software, which runs in the background and works continuously to “clean up, fix up and speed up” PCs through cleaning and defragging.  The ISP also distributes an additional diagnostic tool that also runs in the background to detect and resolve email issues, which mean fewer calls to the support desk. If the software cannot fix a problem, it will generate an error code to reduce the time the technician is on the call. A UK-based ISP includes network set-up tools with its customer-premise based networks. Routers and cable modems are setup for wired and wireless home networks and the carrier can easily troubleshoot and diagnose the home network. Because margins are so small for the operator, a low-cost solution is needed for remote provisioning and support.  The operator will not be able to charge $30-$50/month, but needs to charge $20. Operators may even give away the software and save on the support costs later.

Home is where the Network Is

Home networks are increasing in popularity as consumers juggle media centers, DVRs, file sharing and other applications. According to Parks Associates (News - Alert), over 15 percent of broadband customers have in-home networks. Consequently, service providers are beginning to offer tools that extend their value beyond “pipe” provider to also reduce the cost of delivering the service into the home and improving quality of experience for the user. With remote provisioning and diagnostic tools, service providers reap operational efficiencies and improved customer support capabilities, and the consumer gains new features and better quality in their home networks.

In sum, the ability to remotely provision, diagnose and repair problems can save a service providers’ reputation with customers. If a customer has a problem with any aspect of a home network or piece of broadband gear, it can reflect badly on the service provider whether or not it’s the provider’s fault. If the customer is not happy, it may lead to a disconnection at worst or, at best, jeopardize the customer’s total spend with the service provider. With remote tools, the provider reduces calls to the helpdesk, lowers truck rolls and solves problems more quickly, keeping customer satisfaction high.

Brian Yarosh is vice president of OEM North America and Asia for Avanquest Software (News - Alert). For more information, please visit http://www.avanquest.com/