OpenVault has launched a solutions suite intended to help service providers maintain subscribers' satisfaction and reduce their face-to-face interactions with operators' support staff.
OpenVault's "Distance Diagnostics and Remote Care" suite provides access to tools for remote identification and resolution of potential pain points as consumers' broadband usage soars as a result of the COVID-19 pandemic. Nielsen estimates that coronavirus quarantining will increase streaming video viewing by as much as 61%, while OpenVault's own data indicates that business-hours broadband consumption increased by 41% in the week after COVID-19 was deemed a pandemic by the CDC.
The Distance Diagnostics and Remote Care suite includes access to integrated tools for device diagnosis, WiFi network health, access network health, real-time power usage identification, and bandwidth management. The tool is designed to:
- Remotely identify, diagnose and resolve the majority of subscribers' issues, including performance of WiFi connected devices within the home
- Remotely identify and proactively address node congestion and individual user behavior that is impacting the experience of other subscribers
- Remotely maintain service quality, minimizing the need for service teams to enter consumers' homes or to engage in truck rolls
- Reduce call volume
"In a socially-distant world, consumers are turning more than ever to broadband for work, education and entertainment," said Mark Trudeau, CEO and founder of OpenVault. "As they discover that their current service bundles or their home networks don't support their increased needs, they're turning to operators to resolve newly discovered issues. Our suite is designed to keep field techs out of harm's way while they optimize online experiences, improving public safety and consumer satisfaction."