You are a service provider. You want to grow market share and you want to differentiate through innovative service offerings. A reduction in churn makes a material difference to your business bottom line. You seek cost-effective ways to make valuable customers more sticky.
You want to drive down costs and drive up margins through greater customer self reliance - greater customer self-service leads to happier customers and better margins. Customer Self-Service is recognised as a win-win in your business.
Your customers are growingly working from home. Becoming a recognised leader specialised ISP services for remote workers is a strategic goal for you.
We help you measure the performance of your customers' tech-experiences - we do it securely and with absolutely no snooping, sniffing or spying. We do it at an affordable cost and rollout is simple.
Your use case does not impact the basic pricing of the solution. You can mix and match use cases in the same deployment. The three most common use cases for our service provider customers are:
Customer Snapshot: We provide a preconfigured agent installer for your end-users' Windows and Apple computers. Once installed, these agents are commanded to run a set of tests periodically. The results of these tests are available to your via a cloud based dashboard. You can also configure the agent to collect a customer email address at install time to which you can send a PDF report of their tech-experiences. Typically these snapshots are run for 24 hours and form the basis of a performance assessment to see if there are performance issues, and if so, where they may lie. The issue may be with the customer's computer, local network, your SP network, the internet, their private cloud/VPN or with their SaaS apps. They are also run as a 'free' lead-magnet service to qualify potential customers into your sales funnel by proving that they are receiving sub-standard services from their current service provider and that life would be a lot better with you!
Chronic Issue Monitoring: We provide an agent installer much like in the snapshot above but in this case we let the tests run for longer and we use the UI to analyse the results over time. The results of these tests are available to you via your cloud based dashboard. This dashboard can be sliced, diced and filtered by location, end-user, time, test type, ISP and a wealth of other criteria. We can see if remedial works and reconfigurations are helping and we can narrow down and demarcate the true owner of the issue.
Ongoing Key Account Monitoring: In this application we typically install the agent for the lifetime of the account relationship. We may give the customer access to the test results through the UI or simply by publishing a summary dashboard. Typically this application is used to make a key or major account more sticky and to prove to them that their tech-experiences are important to you. It also allows you to rapidly demarcate issues and reduces the costs in proving issues are not yours to fix.
Important: Security, Sniffing, Snooping and Stopping: It is important that you and your customers feel safe using our services:
There are other solutions from other companies that do all of these things but we don't and won't write software that can do any of them and don't work with service providers that want us to do that. It's just not our market or our 'thing'.
At any time you can uninstall our agents and services - you don't need us to do that for you - you are in control. You can also allow your customers to have this level of control too.
We do not share your, or your customer, contact details with anyone outside of our company without your express permission.
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TelcoSI are a trusted, privately held Sydney based software business. We have been around since 2001. We have always had a focus on telecommunications and on service management.
Our customers include Telstra, Optus, Vodafone, ANZ Bank, ASX and many others large and small.
We enjoy what we do. We strive to work with people and businesses that share our optimism for what technology can do to enrich experiences.