Mariner Partners xVu --- HomeVu

HomeVu goes beyond traditional "network-centric" service assurance and delivers an innovative customer self-care solution.

This intuitive troubleshooting application enables viewers to use self-help diagnostic tools to independently investigate and resolve video service delivery issues through the TV screen. Access is immediate, and does not require any assistance from the provider. It eliminates the need for the viewer to wait in long help desk queues to resolve common service issues. Interactive tools allow the viewer to use the TV to report or query service issues, and access intuitive FAQs or help guides.

The service provider can also take advantage of detailed TV-facilitated customer feedback and self-care efficiency metrics. HomeVu can even be used by the installer to validate a home installation and/or repair it before leaving, minimizing the need for repeat visits.
[ Use Case ] [ Brochure ]

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Features

Empowering the viewer to:

Diagnose problems independently.
Resolve service issues real time without engaging the provider.
Report complex service issues quickly and easily.
Interact with the provider through the TV to monitor issue resolution status and scheduling for service calls.
Access interactive FAQs and help guides.

In addition, the service provider can leverage:

Validation of home installation while on site.
TV-facilitated customer feedback.
Self care efficiency metrics.

As stated by Larry Wagman, Director of Marketing Technology, Digital TV Program, SasKTel: “Although we are still in the evaluation process, we are intrigued by xVu’s potential to raise the bar on our IPTV service, finally delivering the ”Customer in” view. It’s like being able to ask each and every one of our TV customers how they rate our quality of viewing experience each and every day, every hour, every minute…”

Contributing to the Business:

Provide the customer a sense of ownership and awareness - reduce churn
Reduce call volume and average handle time
Eliminate unnecessary truck rolls
Reduce MTTR and improve service levels