Proactive Care

Changing the paradigm of technical customer support

Challenges solved by Proactive Care

Reactive Technical Customer support
Waiting for customer complaints or alarms before investigating a problem

Hidden dissatisfaction
Only a minority of customers complain or report issues
(1 out of 26)

High Workload
Multiple escalations to 2nd Customer Care Level

Challenges solved with Tupl's Proactive Care
Before and After with Proactive Care

Benefits of using Proactive Care

  • Higher First Call Resolution
    Increased customer satisfaction, reduced operation cost
  • Fewer calls to Customer Service
    Removes incidents with proactive actions in closed loop
  • Reduced churn
    Proactive response before customer experiences an issue

Proactive Care SaaS Packages

Immediate value delivery

Tupl Proactive Care Graph showing package options

SaaS Package Options

Addresses localized connection problems that are related to an actionable issue in one of the serving nodes, such as congestion or equipment failures.

Addresses non-localized connection problems such as routing issues or other erratic behavior. Includes Customer provisioning issues, which can often be corrected by automated actions but require spot on detection and troubleshooting.

Frequently Asked QuestionsProactive Care

How does Proactive Care work?

Tupl’s Proactive Care (PaC) solution monitors the subscriber’s experience in near real-time to detect service impacting issues. When an issue is detected, it creates a virtual ticket and, when possible, resolves the issue.

When the issue cannot be resolved immediately, virtual tickets with automated troubleshooting and action recommendations are forwarded to engineers for final decisions.

How does Tupl SaaS work?

Proactive Care SaaS is delivered in cloud service (e.g. AWS, Azure, etc.) and can also be deployed on-premises, in your private cloud or data center.

It is easy and quick to get started, fit for a faster procurement process, with a functional solution in operation within 2-3 weeks.

Monthly subscription. No strings attached. Stop at any time.

Get a demo of
Tupl today

Part of the research behind this solution has been developed together with the University of Málaga as part of the project NEREA, which is funded by the Spanish Ministry of Science and Innovation and the European Regional Development Fund

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