TrakEye Broadband
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TrakEye is an end-to-end solution that provides visibility and intelligence on customers, networks, and field resources to transform broadband operations. It provides single views of customers integrated across systems, smart network mapping, and real-time field insights. This improves customer satisfaction, reduces process latencies, increases productivity by optimizing field agents, saves time on manual tracking, and reduces costs. TrakEye tracks field agents and assets, maps the network, reports and resolves issues, and provides analytics to maximize customer service levels while minimizing maintenance costs. A case study demonstrates how TrakEye automated workflows, provided timely updates and location insights, and increased field technician competency and productivity by 15-20%.
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TrakEye Broadband
- 1. Business Transformation AcceleratedBusiness Transformation Accelerated Real-time Field Tracking & Optimization Location-aware Resource Tracking | Field Asset Management Field Data Analytics for Broadband
- 2. Current broadband operations 2 Unprofitable Siloed, inconsistent, and unpopular systems make RO difficult to obtain Inconsistent Disconnected or inconsistnt communications channels frustrates users and stalls productivity Phone calls based communication between field and office. Lack of proper knowledge on customer SLA’s between agents. Technical know- how and competency on the specific field is limited to certain field service agents. Lack of tracking on the issues resolved on any particular assets. Manual decisions made in ad-hoc manner which are often dependent on the manager coordinating from office. Too many technicians get involved for solving the same issues. Travel more distance than required for solving the field issues. Don't have the clue on the exact location of the assets and depth its laid on ground. Daily tasks assignment are not organized or properly planned. Lack of overall visibility on customer, network and field resources. Lack of real visibility on the field results in improper judgment. Field status update on the Whatapp or related tools often lost without any tracking.
- 3. Such operations lead to…. 3 Customer dissatisfaction due to slow incidence response times 1 Unnecessary process latencies in solving critical fiber cuts 2 Lost productivity due to over dependency on certain field agents 3 Wasted time in manual tracking of agents 4 Additional cost on manual operations5
- 4. Business Transformation Accelerated TrakEye – Transforming Broadband Ops 4 TrakEye is an end-to-end Broadband ISP maintenance solution which provides intelligence and visibility of Customer, Network & Field Enabled with data, TrakEye minimizes maintenance cost & maximizes customer SLA
- 5. Business Transformation Accelerated 5 Customer Insights Single view of customer integrated across different systems Network Insights Smart network integrated to the last mile Field Insights Reactive and proactive maintenance of service agents and patrollers 3 Key Insights of TrakEye
- 6. Business Transformation Accelerated Single view of customer’s integrated with CRM Mapping of customer location Visibility of assets deployed at customer premises Real time customer service availability status Real time network connectivity visibility along the fiber path Real time alerts in case of service interruption 6 Customer Insights
- 7. Business Transformation Accelerated Real time visibility by integrating your network management system & element management system Smart mapping of the network assets on the map Identifying service failure routes and dependencies Fiber health status visibility based on the NOC alerts Fiber life span status based on analytics of the issues fixed over a period of time and attenuation Integration with embedded OTDR to pin point the exact location of fiber issues 7 Network Insights
- 8. Business Transformation Accelerated 8 Proactive fiber maintenance Reactive fiber maintenance Empowering field technicians with the contextual data to solve the field issues quicker Build field competencies uniformly across the field technicians Real-time visibility on the field for better decision making through video/audio/chat collaboration Field Insights
- 9. Business Transformation Accelerated 9 Proactively monitor the patrollers on the field for a given geography and for the assets associated for that geography using Trakeye Incentivizes patrollers to assess the surroundings of geography allotted and predict the impact on the asset which may be impacted Actively engages with the impact identified by sending the liaising team to the field to interact with impacting actors (civic agencies etc.) to minimize the fiber cuts Proactive Maintenance Field Insights
- 10. Business Transformation Accelerated 10 Real time visibility by integrating your network management system & element management system Smart mapping of the network assets on the map Identifying service failure routes and dependencies Fiber health status visibility based on the NOC alerts Enables quick reactive maintenance Reactive Maintenance Field Insights
- 11. Business Transformation Accelerated 11 Field Resource Tracking & Control Mobile application for the field agents GPS devices for the vehicles Manage and monitor field resources from mobile & web Real-time and rule based tracking Intelligent notifications based on the deviation from the assigned geography & task progress Assign issues based on the agent availability in that geographical location
- 12. Business Transformation Accelerated 12 Case Reporting & Resolution Patrolling agents can report issue from where observed with live image updates Capture case geo location automatically Auto select the issue based on the past trend View and Update assigned tasks from mobile app from field “Find near-by agent”: assign case to the closest available agent
- 13. Business Transformation Accelerated 13 Field Activity Updates & Notifications Plan routes, based on Issue priority and geographical location Auto alerts from in-app and SMS notifications based on rules Enable on-field personnel to analyze , update , search for resolutions and fix it Update the progress of the issue with photos, videos and text in the context of the issue resolution
- 14. Business Transformation Accelerated 14 Field Asset Mapping & Management Track & Manage field assets efficiently Map field assets using mobile devices or manual mapping View all assets on map by type or geography Define asset properties by color, image, and type for greater distinction on asset dashboard
- 15. Business Transformation Accelerated 15 Data Security & Access Control Role based access control Role and Sub-ordinates Access logic Access data through APIs only Hosted on proven secured cloud Secured timely Data backup Limited access to the partners
- 16. Business Transformation Accelerated 16 Configurable SaaS / On-Premise Solution Enables configuration changes to define organization specific variables Admin can edit/modify these configurable entities anytime Minimized dependency on Tresbu support Scalable to any number of users Ready to use solution
- 17. Business Transformation Accelerated 17 Data Driven | Cloud-based Cloud based SAAS or On-Premise deployment Open application with API’s to integrate with the service providers issues tracking system Data driven application : Based on the past trend of resolutions and it will proactively propose most likely solution Management dashboard Live Monitoring of the agents on the field (Active, Idle, Inactive) Daily, weekly & monthly reports for field activity data Distance travelled and route mapping for field agents Mapping of the assets and its geo-location using the mobile device (Cabling routes etc)
- 18. Business Transformation Accelerated 18 TrakEye Advantages One stop application for all the field issues integrated with numerous tools and applications1 Availability of data in real time for decision making and field resource efficiency monitoring 2 Remove dependency on field agents for historical data 3 Integrated platform for optimized field resources management 4 Android & IOS Ready5 Third Party Integration6
- 19. Business Transformation Accelerated 19 Select Case Study Field Sales/Service Agent The telecom service industry (hardware technicians & maintenance staff) for ISPs and TelCo’s in India is very disorganized. It relies on manual co-ordination between supervisors and field technicians, including ticket tracking in excel sheets, & updates based on phone calls, often struck in the traffic and loosing time for fixing problems , and at risk of loosing location based competencies when a technician leaves the company. While assigning field issues, competency algorithm enables the competency to be distributed across the team members automatically resulting in uniform competency. Additionally, a geo-fenced system for field technicians that notifies them whenever a service (installation request) or ticket (repair request) is created in their area of operation, with configurable SLAs to ensure important issues receive timely attention from all the stakeholders. The exact location of the problem occurrence is presented to the field agent, using Google Maps, in the issue itself so that they spend no unnecessary time searching for the location. A tree style hierarchical organization can be quickly setup, with each branch in the tree governing different geo-fences. Results Field personal are more knowledgeable and are enabled with meaningful data to solve field problems and enabling them to reach the field location quicker resulting in 15%~20% productivity improvement. Uniform competency across the team members through automatic process de-risks loosing competency and the organization is more innovative. Routing the field personal in the context of field issues, SLA's and priorities, enables the field personal to travel less distance to solve same problems resulting in efficiency. Problem Challenge Creating a system that automates large parts of the workflow for field technicians, with timely updates & escalations to supervisors. Other features include analytics for visualizing detailed trends, like frequent problem locations, equipment, & even personnel and making the field personal more knowledgeable to fix the issues in less time. Solution Mapping all the assets with the detailed list of issues re-solved and enabling the data for proactive and preventive maintenance in the context of the location and customer makes the field personal more knowledgeable and enabling him to reach reported location faster will help field personal to resolve the problem quicker. A Market Leading Broadband Provider
- 20. Business Transformation Accelerated 20 Free Consultation THANK YOU Pl. contact sales@tresbu.com for any additional information