Raising the standard of first-line support for ISPs

ISPs using outdated systems have a tough choice. Either give your first-line support agents the tools and information they need, or risk losing money on extra truck rolls and unhappy customers.

ISPs with disconnected support tools face a difficult situation. You must give your first-line agents the right information and control, or you will lose money on avoidable truck rolls and dissatisfied customers.

Today, professionalism means being efficient, not just polite. Old support models don’t work any more because agents lack the information they need. When customer data is spread across different systems, agents spend time reacting instead of solving problems. Splynx solves this by bringing BSS and OSS together in one place. This is more than just a new interface; it’s a strategic change that makes support costs easier to manage.

Establishing context: no more switching between systems

Good support begins with quick answers. If agents ask customers to repeat information or wait while they search through different systems, trust is lost right away.

The main goal is to get rid of scattered data. In the past, ISPs had to deal with manual records and entering the same data more than once, which led to mistakes. Splynx brings network management, authentication, automate billing and invoicing together in one place, giving you a single, reliable source of information.

Here’s what changes:

• Speed: ISPs that switch to this centralized model can cut customer setup time by two to three times.
• Visibility: Agents can view billing, active services, and usage stats all in one place. They can solve performance issues or answer questions about bandwidth without needing to escalate.
• Accountability: An automated activity log keeps a permanent record of actions. This is important for meeting regulations and settling disputes.
• Personalization: When you use VoIP solutions like 3CX, the customer’s profile pops up as soon as they call. The agent knows the customer’s name and status before the call even starts.

Technical authority: why first call resolution matters

Efficiency comes down to First Call Resolution (FCR). If your first-line team can’t solve the problem, you end up paying more for a Tier 2 engineer or a truck roll. To solve this, agents need more than a script. They need the ability to see the whole picture and make technical decisions based on that.

TR-069 ACS: Remote Control, Not Just Monitoring. The main obstacle to FCR is not being able to access the Customer Premises Equipment (CPE). Splynx adds TR-069 ACS right into the management process. This helps with the 70% of support calls that are about basic Wi-Fi settings.

Instead of passing the issue on, a first-line agent can:

• Reboot the router remotely.
• Change Wi-Fi passwords or SSIDs.
• Manage firmware upgrades.

Real-Time Diagnostics: Good troubleshooting needs real data, not guesswork. The Splynx toolkit gives agents instant access to Ping, Traceroute, and Wi-Fi analyzer tools. If there’s a network outage, they can quickly find the exact problem, so they can give customers clear answers. This helps agents become active problem-solvers.

Making the workflow more professional

Technical skills need to be supported by clear processes. Without organized workflows, support can get messy. Splynx keeps things on track with a built-in ticketing module.

• Contextual Ticketing: Tickets are made right from the customer’s profile. This means no manual errors or missing details.
• SLA Enforcement: The system checks reply times against your Service Level Agreements. Splynx support answer 85% of tickets in less than an hour because the workflow is so efficient.

Field Operations Handoff: If a truck roll is needed, the handoff should be smooth. Agents can create work orders straight from the ticket, so the field tech gets the exact diagnosis from the first-line agent.

Making financial integrity a service standard

Nothing looks more unprofessional than billing mistakes. A good agent needs full control over the customer’s account without risking the accuracy of financial data.

Making billing changes by hand often leads to mistakes. Splynx automates this with the Billing Config add-on. When an agent updates a payment method, the system sets the right rules, due dates, and billing steps automatically. This keeps finances accurate and reduces disputes.

The Proactive Shift. The best support is when customers don’t have to ask for help. With system hooks and monitoring, Splynx lets ISPs send automatic notifications. Whether it’s a payment reminder or a maintenance alert, telling customers before they call helps keep them happy and shows you’re in control.

Also, Splynx’s modular architecture allows expanding system possibilities with various integrations (Preseem, LibreQoS, Whalebone Peacemaker, etc.) for a more proactive approach to enhancing subscriber experience, boosting revenue, reducing support calls, and truck rolls.

☆ Here are 5 takeaways from proactive support strategies to guide you

Real results

Modernizing support is a must. When FLS agents have all the information from a BSS and the control of an OSS, Splynx changes how support works. Problems get solved faster, mistakes disappear, and the team works to clear, reliable standards instead of reacting to issues as they come up. And the real results won’t be long in coming. Here is proof from recent Wisper Internet case: