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August 30, 2019 by Simon Donahue

Get New Insights into your High Value Accounts

 

An exceptional user experience is important for all customers, but there are some accounts that are very important to your business or community that warrant additional prioritization. Also, unfortunately, they are important as prospects to your competitors. You want to be able to get expanded visibility into the quality of service you are providing to high value accounts, especially if there are Service Level Agreements in place. A strategy that includes proactive identification and fast resolution of network incidents is an important step in providing these accounts an exceptional experience.

The Calix Remote Monitoring Service has the tools and analytics that can help you keep track of your important, high value subscribers and become more proactive in addressing problems. The Analytics and Reporting Portal can be set up to identify alarms associated with your high value accounts so you can prioritize, identify, analyze, and resolve them more quickly.  

The functionality that the Remote Monitoring Service intelligent platform provides is straight forward and powerful. Calix Managed Services will work with you to integrate your high value accounts into the Portal by associating an alarm location, including shelves and ONTs, with an account name. Once the association has been set up, a new module will appear in the Portal that will let you see what alarms at what locations are impacting specific named subscribers.

By referencing the alarm location information as being associated with a named customer, you can operationalize the trouble shooting capabilities of the Analytics and Reporting Portal across multiple groups that may not be familiar with the Alarm Location syntax location alone.

When setting this feature up you can also change the alarm notification behavior for these specific alarm locations. For example, you may have built in notification delays on certain ONT alarms allowing a specified amount of time to elapse in the event they clear. This may be to prevent transitory issues from generating a notification that do not indicate a problem. With high value accounts, you may want to see this information immediately, so you can establish a lower threshold when an incident is sent to your operations team.

If you want more detailed information, read a recent a Knowledge Base Article from the Calix Community under the Remote Monitoring Service Topic. If you’re a current Calix Remote Monitoring customer and wish to begin integrating this feature into your portal, or if you are interested in the service, please contact Calix Services.