Service Management, Support & Monitoring
Retain and upsell customers
with comprehensive account
intelligence
Post-delivery subscription service management, support, monitoring, analytics and automated discovery of upsell opportunities.
20-40%
Shorter Issue Resolution Times
25-50%
Reduction in Escalations and Callbacks
15-30%
Operational Costs Reduction
5-15%
ARR Increase through Upselling
Single pane of glass for customer services
Achieve operational excellence with accurate account, service, billing and monitoring information integrated in a single system.
- Accurately track service information: products, service addresses, past & current add-ons, resellers, contract terms, contacts and others
- Easily identify month-to-month services and process renewals
- Leverage real time account statistics related to purchased services, orders, revenue, profits & margins, ARPUs and others to make the right business decisions
- Keep billing information such as balances due, past-due charges, last invoice dates & amounts always synchronized with the CRM
Provide best-in-class customer support
Shorten issue resolution times by integrating subscription information, 360° account details and monitoring data in one place.
- Enable omni-channel support via email, phone, and the Customer Portal
- Obtain full visibility into your customer support with out-of-the-box performance metrics and KPI reports
- Keep customers informed with email notifications and portal comments
- Monitor and ensure SLA compliance
Proactively react to network and infrastructure problems
Improve account management and customer support by bringing key network and infrastructure information from NMS/RMM/APM/Observability systems into the CRM.
- Aggregate monitoring information from service elements to monitor services as a whole
- Automatically create support cases when customer services are affected, and calculate impact on revenues and margins
- Effectively manage vendors by monitoring own and vendor-provided service elements such as servers, routers, network connections and others
Automatically discover upsell opportunities
Use network intelligence gathered via NMS/RMM/APM/Observability integration to automatically discover upsell opportunities.
- Leverage monitoring and analytics for fully automated discovery of current and future upsell opportunities
- Instantly notify account managers
- Analyze financial upsell potential across products and accounts
Service Management, Support & Monitoring Highlights
Customer Services
- Products and add-ons
- Service addresses
- Recurring and one-time charges
- Fulfilment statuses, start and end dates
- Revenue, costs and margins
Contract Management
- Evergreen and month-to-month renewals
- Automated renewal processing
- Current and past terms and rates
- Manual or quote driven re-terms and re-rates
- Full change history
Customer Support
- Omni-channel customer support: email, phone and portal
- Support case history and timelines
- Auto-assignment rules
- Case revenue impacts
- SLA compliance tracking
Service Monitoring
- Service operational status monitoring
- Alarm history and timelines
- Other key performance metrics such as bandwidth, CPU usage, storage consumption, etc.
- Scheduled maintenance management
Upsell Opportunities
- Automated analytics of service elements’ performance data
- Discovery of current and future upsell opportunities
- Potential financial impact calculations
- Full tracking of upsell opportunity timelines
- Automated account manager notifications
Account Management
- Current and past product and services
- Account revenue, profit & margin
- Services experiencing issues
- Support case statistics and timelines
- Billing history, payments, balances and past due amounts
- Upsell opportunities and upsell revenue potential
