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June 27, 2018 by Kevin Kuo

Survey Says 75 Percent of Support Calls End in Truck Rolls. Are you Ready to Reduce that Number?

 

In conversations with leading service providers, we see a common thread, a desire to leverage automation and technology while simplifying their network to drive their business transformation. Service providers share a common goal, that is, to increase profitability, drive down operating expenses, and provide a superior subscriber experience that results in retaining their subscriber base.  It’s these basic tenets that drive service providers to invest in software-defined access architectures that increase their service agility and operational efficiencies.

The Calix AXOS platform was built with this in mind. The AXOS architecture is unique with its hardware abstraction layer (HAL) architecture (read more about HAL in my May 24 blog) which allows you to rapidly adopt and deploy new technologies faster across the entire network. Given that AXOS is truly a software platform that supports the entire Calix portfolio of systems, our customers are empowered to leverage all of its embedded capabilities, such as remote diagnostics and live upgrade functionality, when they launch services into their territories. These capabilities are available no matter where they are located, what systems they are launched with, or what technology services are offered on. However, not only do you have to deliver those services, but you also have to support and potentially repair those same services, which typically translates into rolling out service trucks for assessment and repairs. In our last AXOS Tech Talk Webinar, our attendees shared that 75 percent of service calls are resulting in  truck rolls, which can make a significant impact on your business.

The need for optimizing service truck rolls is vital and predominately fueled by two primary drivers. The first focuses on the cost of initiating unnecessary truck rolls. Customers have indicated that it can cost approximately $150 to $1000 per truck roll (fully loaded estimation). The second revolves around service outages, which in the end, causes customer frustration that ultimately leads to increased churn rates. The lack of insights or capabilities as to what’s actually triggering the excessive truck rolls is top of mind with all service providers.

So, what are you to do? Well, how would you like to have a virtual technician at your beck and call? The AXOS Remote Diagnostics Toolkit is like having your own virtual technician in the field. You can now shorten resolution times for addressing network or service-related problems with the AXOS Remote Diagnostic Toolkit. Imagine a virtual technician on-site without having to initiate a truck roll; gaining the visibility on an issue in an instant; or troubleshooting network connectivity issues in real-time while the customer is on the phone with you.

The toolkit is comprised of local and remote packet capture, video channel analyzer, and the AXOS Always On live upgrade. You can learn more about the AXOS Remote Diagnostic Toolkit as well as see a demonstration of each of the diagnostic capabilities in our AXOS Tech Talk #2 webinar broadcast here