In the IT/ISP industry, we sometimes experience customers quickly pointing the finger toward their support company if they lose Internet access and therefore, VoIP, browsing and other services. The majority of short lived problems are often Internet related and need to be assessed quickly in order to keep customer confidence.
If your business handles customer premise managed services such as VoIP, networking, computing environments, then you know that too often when something becomes unreachable, customers immediately think the problems are local. It doesn’t take much for customers to blame your services and it is very important to end the finger pointing, regaining their confidence.
When customers call, you immediately have to look into the situation and quite often, eventually assess the issue must have been temporary loss of Internet access. But, you cannot be certain and the time it takes to do this is basically wasted. The worse part is that the customer immediately looked at your services for answers.
Saving on wasted time and ensuring customers that everything on premise is working as it should be are key to successful relationships.
In IT, we know that hardware, software, cabling and other things certainly can and do fail but a well maintained environment typically has very high up times. When Internet issues come up, most of the time there is no evidence, no useful data to help you determine what the problem was.
Logicore Networks offers an effective solution
The first step is eliminating customer premise Internet issues by monitoring their connection from their own perspective. Install a Logicore monitoring agent at the customers location and almost immediately, you’ll gain an advantage.
The agents come as downloadable Windows 7/8/10 or Linux software but if no OS is available, a tiny reusable hardware agent can be ordered for a one time cost. The hardware devices are tiny and take next to nothing for power and connect to a free Ethernet port. A hardware device is recommended because it runs non stop, 24/7 unlike a PC which could accidentally be turned off.
The solution is very inexpensive and will help both you and your customer. A true win-win situation.
Quickly determine Internet issues
Each agent you install has its own dashboard showing how that particular Internet connection is doing. You can opt to receive an instant notification if the agent suddenly stops communicating with the Logicore network which could mean someone disconnected it, turned off the PC it’s running on or because there is in fact an outage in progress.
You can log into the dashboard using a PC or mobile to see what’s going on. If it was an outage, the report will show up as soon as the agent is able to communicate again. The dashboard gives a quick overview of what is going on or has happened.
You will know immediately where the problem was. The Recent Events view will show if there was an outage in the building, with the provider or beyond. This helps you to quickly determine if the problem is/was Internet related. You can even create an account for your customer to be able to view their reports on their own without the ability to change your preferred settings for that agent.
By monitoring the Internet connection, you will not only eliminate customer blame but gain reports and statistics which could help your customer by being able to contact their provider with hard data if the problems lie there. Your customer will appreciate your capabilities and have full confidence in you. You will have a tool to help you diagnose a variety of potential issues quickly and efficiently.