The ISP industry has undergone significant transformations in recent years, with a notable shift towards user self-care capabilities. Traditionally, customers had to rely on support representatives for tasks such as troubleshooting connectivity issues, changing service plans, or updating personal information. However, the rise of customer-centricity and the need for streamlined operations have led to the demand for self-service portals that enable customers to manage these tasks independently.
The benefits of user self-care are manifold. Customers gain greater convenience and control over their internet experience, while ISPs benefit from reduced support costs, improved customer satisfaction, and increased operational efficiency. Recognizing these advantages, ISPs are increasingly adopting self-care solutions to meet the evolving needs of their customer base.
Splynx customer portal is a useful tool for simplifying the onboarding process and overall self-care of subscribers. Designed with easy-to-navigate blocks, it provides customers with a clear overview of their account, including their service plan, billing information, and any devices connected to the network. This helps customers understand what they are paying for and how to access, pause or order a new service, which in turn enhances self-service management.
Customer portal offers a seamless and responsive experience across various devices, be it a smartphone, computer, or tablet. Additionally, all new customers receive a quick step-by-step guide around the main blocks of the Splynx portal, which helps them get started quickly and reduce the need for support tickets.
We have re-designed and enhanced self-service management for customers in Splynx v.4.1. Big and intuitive icons are especially handy for mobile users if they want to pause or modify their services as well as to change their passwords just in one click.
One of the key advantages of the Splynx customer portal is its customizability. ISPs can tailor the portal’s widgets to align with their brand identity, fostering a consistent and branded user experience. Additionally, the portal integrates smoothly with the Splynx billing and network management system, drastically reducing the development time and enabling a unified platform for all customer interactions. You can also read an article on our website for a more detailed overview of the customer portal.
In conjunction with the customer portal, ISPs can leverage the power of Splynx TR-069 ACS to offer an even greater array of self-service options to their customers. One of the primary advantages of the TR 069 ACS integration is the ability for customers to reboot their devices or change their Wi-Fi SSID and password directly from their portal account. This functionality saves time and resources for ISPs by eliminating the need for support tickets or manual interactions.
Furthermore, empowering customers with self-service options fosters a sense of satisfaction and control over their internet connection. According to research conducted by McKinsey, when customer satisfaction increases by 10 percentage points, companies can expect revenue growth of approximately 2 to 3 percent. With that said, the implementation of the Splynx ACS module can bring extra resources that are needed for local ISPs to boost their competitive edge against big telcos in the game of connectivity.
To illustrate the real-world impact of leveraging Splynx’s functionality, let’s explore a success story from one of our clients in the USA. By integrating Splynx in 2021 into their operations, Au Wireless experienced significant improvements in automated billing, payments, and customer suspension, which were previously done manually. The TowerCoverage widget was replaced with the Splynx sign-up widget on their website, allowing customers to apply for desired services seamlessly.
The immediate outcomes for Au Wireless were remarkable. They witnessed a reduction in support calls requesting reconnection after payments, as disconnections and activations became automatic. Additionally, they eliminated income loss from clients enjoying free services without paying. The self-service capabilities offered by the customer portal resulted in improved provisioning and CPE management.
If you are an existing Splynx customer, simply create a ticket with TR-069 ACS feature request and our support team will help you in no time.
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The ISP industry has undergone significant transformations in recent years, with a notable shift towards user self-care ...
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