The ServiceVu application was built to address the specific needs of the Customer Service Help Desk and Installation and Repair teams. [ Use Case ]

The Consumer Dashboard provides a comprehensive “customer-centric” view of the service, allowing support staff to quickly confirm, verify, isolate the nature and source of the issue, and initiate corrective action.

As a Customer Service application, ServiceVu will improve the customer’s perception of the service and the provider’s help desk and repair capabilities:

• Monitor and record constantly the customer experience to confirm detection of transient issues and accelerate diagnosis
• Assess the consumer experience objectively in real time
• Detect faults and isolate customer problems proactively
• Eliminate the need for customers to describe complex audio or video impairments to the service representative
• Reduce the length of time between reporting the problem and correction of the problem
• Correct the problem the first time and eliminate repeat calls and unnecessary visits by repair technicians
• Shorten or eliminate help desk calls and reduce truck rolls with the appropriate preventative measures
• Simplify activation process with verification of the install or even extend to a customer self-installation program