Tollgrade Virtual Broadband Technician (VBT)
Identifies broadband service problems to eliminate repeat dispatches and reduce returned CPE by over 50%
The increasing speed and complexity of DSL technology and customers’ expanding applications for HSI (High Speed Internet), service maintenance, repair and support is becoming more challenging. When repeat problems like intermittent faults and slow Internet speeds go unresolved, they lead to repeated customer complaints and customer churn.
The VBT is a groundbreaking new handheld diagnostic tool used by field technicians that pinpoints the causes of repeat and chronic problems within your customer’s premises or in the local access network that disrupt or slow down broadband services, thereby eliminating unnecessary repeat dispatches and improving overall satisfaction. Now, with the addition of the VBT Manager, Broadband Service Providers can aggregate all the test results performed by the VBTs in the field, centrally store these results and measure compliance to field repair processes for the first time. This allows service providers to realize significant savings, reduce repeat dispatches, and measure compliance to their standardized repair processes.
By correctly diagnosing problems inside the customer’s home, this solution has been shown to reduce repeat dispatches by over 50% and pay for itself after the first saved dispatch.
Cut Repeat Dispatches and Returned CPE in Half
The VBT has proven to positively impact repeats and chronic troubles, and is designed to reduce call volume, dispatches, and unnecessary CPE replacement by:
- Conclusively identifying and locating hard to find faults
- Finding repeat problems other solutions miss in minutes
- Confirming successful repair
- Measuring compliance to your field test processes
- Paying for itself after the first saved dispatch
Find, Fix, & Repair: Quickly Diagnose the Leading Causes of Customer Complaints
Placed in line with the residential DSL modem, the VBT performs a series of tests, and can diagnose the cause of the problem – whether it lies within the customer premises (e.g., electromagnetic interference in the home) or anywhere in the local access network – and can confirm when the problem is fixed once and for all. The VBT automatically runs a battery of 50 tests, which complements the capabilities of traditional handheld devices, and includes intuitive test results, allowing technicians to take action to address many of the most common problems, including:
- No Internet service
- Slow Internet service
- Random dropping of connection
- Poor speed or connection at particular time(s) of day
- Network equipment or CPE / modem problems
The First In-Home Diagnostics Tool to Measure Compliance to Field Testing Processes
The VBT Manager works directly with the VBT handheld diagnostics tool which is placed in line with the residential DSL modem and automatically runs a sequence of tests allowing technicians to address many of the most common problems, such as, no or slow Internet service, random dropping of connection, poor speed or connection at particular time(s) of day, or modem problems. Once the test is completed the technician gets immediate results with suggestions on what actions to take.
The VBT Manager allows technicians to store this test data locally on their laptop and then transfers it directly into their Operational Support System (OSS) for further analysis and historical trending. Once the data is in the OSS it can be associated with any type of OSS repair, billing or marketing systems that are used across their organization. With a centralized, searchable access to all the in-home testing diagnostics performed by field techs using the VBT, you can conduct historical trending, repair analysis and perhaps one day, capture key test data that could predict future problems before they arise. This field repair data can be measured across a region or the entire network and can be broken down and analyzed by individual customer, technician or fault type.
To learn more, please contact getVBT@tollgrade.com