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.
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 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
