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
Only a minority of customers complain or report issues
(1 out of 26)
Multiple escalations to 2nd Customer Care Level
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
Proactive response before customer experiences an issue
Proactive Care SaaS Packages
Immediate value delivery
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
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.
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.
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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