“Solve the problem before its onset”: the Dom.ru Internet provider improves the network diagnostics system

Spas-the system of proactive service, is now combined with the operator’s CRM system and the voice menu, and the interaction between them has become automated.

The developers of Dom.ru created the web version of the application, added the opportunity to analyze the situation in the house and identify systemic incidents while leaving the client. The calls that are designed to warn users are now made by a voice assistant.

As a result of all improvements, each 10th call ends with the creation of a proactive service application, and their monthly amount decreased by 5%.

The system is its own development of the company and allows you to evaluate the quality of services online, find malfunctions at the network node, in the entrance or in the apartment, and solve them even before the client notice them on its own and appeals to the company.

Savior collects data from the information systems of the operator and client equipment-Wi-Fi Routers and TV setups by more than 200 criteria, analyzes them and forms a network diagnostics file, where you can see existing and potential difficulties among subscribers.

Since the Savior not only instantly identifies problems, but also analyzes the situation, immediately offering the solution, the company's clients began to receive help faster, the time of telephone conversation was reduced by 30 seconds.

The quality of the execution is evaluated in two stages: the client for 12 hours and the system in seven days. If the Savior detects repeated incidents, then the application is returned to the work until the problem is completely solved. In addition, he was now integrated into the mobile application “My Dom.ru”. So, in case of a problem, customers receive a notification on a smartphone and a hint how to solve it: independently or with the help of technical specialists.

“The system of proactive service armed us with truly“ sharp vision ”. Now “Dom.ru” not only the first to tell the client about a possible problem, but also knows how to solve his issue. We no longer ask to reboot the router as a preventive measure, but we act quickly and pointwise . In 2019, the number of issues resolved during the first appeal to the company increased and reached 90%, and each fifth of them on the Savior account, which corresponds to strategic purposes - to provide a high client service at each point of contact, ”said Vadim Ostaltsev, head of the ER -Telecom Holding project.