Measurable customer experience

A key factor for reducing churn is the ability to understand what level of service quality a customer is actually experiencing. PALLADION provides a set of KPIs for the overall customer base, customer groups and individual customers that allow you to measure the quality of experience in a customer-centric way. In the end it does not matter how the network management thinks about a service, because the perceived overall service quality dictates customer satisfaction.

Helpful Customer Care

The support quality customers receive from the customer care team is another very important point to maintain customer satisfaction. Customers expect fast-answering, friendly, and, most importantly, helpful support in case of questions and issues. PALLADION provides a per-user real-time view of all relevant information, directly accessible from the PALLADION web interface or integrated through the existing standard remote interface of PALLADION, into any customer care or CRM system.

It makes a huge difference if the customer is understood when he talks about his unsuccessful call attempts “a couple of minutes ago.” Imagine how helpful it could be if the support team member can tell in seconds that an international call was attempted with the incorrect dialing prefix.

In many cases, support staff can generate precise answers within seconds using PALLADION. In case of serious network issues, the integrated problem reporting functionality allows you to pass on problems as a complete report. In conjunction with ticketing, customers will receive information on successful problem resolution very quickly. Getting positive feedback to a reported problem can even build reputation, and PALLADION is a key component in providing that level of support.

Problem Anticipation

PALLADION can be used to anticipate certain problems and provide a solution before customers are affected.

Through the integrated device inventory functionality, PALLADION can instantly report a broken end device or a device with a bad firmware version as soon as the device is connected to the NGN network. Degraded audio quality experience or problems with call setup can be prevented by triggering the provisioning server to update the client firmware or by informing the customer care to tell the customer about a problem with his device. No need for the customer to find out himself and have a bad experience before he can receive help.

Certain network metrics also allow you to identify upcoming problems. In particular, the constant measurement of failure codes and device response and transit times gives a better indication of overload, clustering or configuration faults that will affect customers soon. This trouble forecasting allows you to scale up, reconfigure or otherwise solve the problem before customers are affected. The quality of these reports can also be much better than what network devices report themselves.