
ACT – Class A Broadband Service Provider
PROBLEM:
ISPs and TelCos in India are very disorganized due to poor quality infrastructure and reliance on manual processes and tools.Field agents suffer from these issues and deal with poor working conditions, often resulting in their resignation. This turnover causes ISPs and TelCos to waste valuable time and resources.
CHALLENGE:
ACT Broadband tasked us with creating a system that automates large parts of the workflow for field technicians, with timely updates & escalations to supervisors. Other requirements included analytics for visualizing detailed trends like frequent problem locations, equipment and support for field personnel via more knowledge and context to be able to fix issues in less time.
SOLUTION:
ACT enabled mapping of all network assets with the detailed issue lists, empowering teams with data for both proactive and preventive maintenance, Field agents were also given contextual info and uniform best practices, allowing them to resolve issues more quickly, and offer customers a better experience.
RESULTS:
Fiberify enabled mapping of all network assets with the detailed issue lists, empowering teams with data for both proactive and preventive maintenance, Field agents were also given contextual info and uniform best practices, allowing them to resolve issues more quickly, and offer customers a better experience.