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Manage your support processes within the Splynx platform

Splynx is a complete solution that allows ISPs to manage a lot of business processes in one place instead of switching across different platforms. We brought our ticketing system to the next level in the v3.0.  

Ticketing platform is tailored to telecoms-specific needs, this means that you no longer need such platforms as Zendesk, Helpdesk or any other desk software, you can do much more than just replying to the emails. 

Assign the tickets to the right person,  prioritize the work and schedule the tasks for the technicians and check all statistics, agent or performance and much more within Splynx Ticketing platform.

 

The ticketing dashboard represents progressive and interactive data statistics for each contributing header. Each section is represented here by appropriate format, we can observe:

  • Status of current tickets.
  • General and per-agent statistics
  • Live log of recent activities.
  • Tickets that are currently assigned to you and your administrators

 

The ticketing platform is directly connected to the customer’s profile and CRM, so every ticket is assigned to the corresponding lead or customer. It is also possible to see all tickets or create new ones directly from the customer or lead profile.

 

Your existing or potential clients can create a ticket in three ways;

  1. By sending a query to your incoming email, like support@yourdomain.com, the ticket will be created automatically in the system and assigned to correct customer or lead, in case they present in your database. Splynx allows you to set up several incoming emails for different purposes, like sales, support, installations, etc, so tickets will be assigned to the correct team or person depending on the purpose.
  2. By creating a ticket from customers portal:  Tickets > Create
  3. By creating a ticket from Splynx mobile self-service app.

 

The administrator has two ways of creating a ticket:

  1. Directly from helpdesk module by clicking Create ticket button
  2. As was previously mentioned, it is possible to create a ticket directly from the customer’s / lead’s profile by clicking on the Support button and choosing the Create option from the drop-down menu.

 

The working area is divided into 3 parts: ticket properties, action buttons and messages area.

 

In the properties section, we can assign the ticket to the right person, change its status, prioritize the work, assign it to a specific group and set the type.  We also observe the Customer’s information like Name, Email, Phone number, and list of recent tickets.

The action buttons allow us to add a note that is hidden from the customer, reply or forward the answer, check all ticket activities and schedule the task for an engineer. This task will be immediately added to the engineer’s calendar and also displayed on customer’s / lead’s profile. Follow this link to check more Scheduling module in Splynx.

Configuration of Support settings (Config > Support) allows you to customize the platform exactly for your specific needs, configure ticket assignments, your inboxes, all notifications, ticket automation, canned responses, statuses, groups and much more! It has been proven by many ISPs that Splynx advanced ticketing increases the support performance drastically.


 In our company, we always strive to continuously improve the level of support that we provide, as this is one of the main factors why our customers want to work with us. Thus we have added various reports that will increase the level of customer satisfaction in your company.

For instance, in our company, we have a dedicated person who tracks the performance of our support engineer and we have created the report that helps to track and evaluate every single ticket and show the areas for further improvement.

All reports are accessible from Administration > Reports > Ticket reports

  • SLA Report – This report helps to track and understand the timing in the agent’s replies. We can see the amount of replies that your agents send to customers and the time range, this statistic will help you to track and improve the response time of your support department.
  • Agent performance – This is an overall report for all agents where you can track how many tickets were assigned, how many tickets were reopened / resolved, see the number of all responses, observe the statistics all averages.
  • Performance Distribution Report – This report allows you to track and analyze the response and ticket resolution time.

Considering all information provided above we can definitely state that ISPs, no longer need to use ZenDesk or Freshdesk or any other 3d party solution, as it is all done within Splynx platform.


Should you have any questions regarding Splynx Ticketing features or further information is needed, please contact us.

How to streamline customer onboarding in Splynx 3.0

In every new release, we take into consideration the suggestions and daily problems of our customers in order to automate and eliminate manual admin work drastically.

Every provider has the amount of customers who are already subscribed and also there might be hundreds of people that are wondering about the services and coverage or you are just trying to approach them to use your services. 

Splynx CRM system allows ISP providers to streamline the process of lead management by using our self-registration widget that can be easily embedded to your website, so your customers will be able to apply themselves. 

Sign Up widget is fully customizable and can be configured just in few clicks without the need for coding.

 

There is a possibility to choose the mandatory fields and form settings.  Once complete, simply copy and paste the result code to your desired web-page.

 

 

This form also creates a quote immediately based on the customer’s choice. So you can pre-set the tariff plans that are available for self-registration or even provide customers with complete bundles that will include the service, installation price etc.

 

CRM feature is also connected with Ticketing and Scheduling features. Once customers agree to proceed with your services, you need to connect them. Splynx allows you to schedule a task directly on lead’s CRM profile. Also, if you use ticket communication with your client it will be linked both to lead and further converted customer profile.

 

There is a possibility to create needed task templates with full description and checklist or use the preset ones.

 

 

Starting from v.3.0 Splynx can be synchronized with Google Calendar, so all scheduled tasks are immediately visible for your installer. Our new Scheduling mobile application provides easy access to all assigned tasks and their management, it also includes the calendar and possibility to use maps to see task location and quickly build the right routes. Also, the application is supported to work in offline mode, to be always on a track.

 

 

Once your lead has accepted the quote, you can easily convert it to the customer by clicking Convert button. This menu allows instantly issue the invoice based on the quote and add the active service plan to the customer.

 

 

Various payment gateways have already been integrated with Splynx, so your customers can easily pay the invoice online by using the customer portal or mobile customer application. The mobile portal will bring your customer satisfaction to the next level as it provides the possibility to see the financial flow, pay the invoices, easily contact support, manage services, check statistics and more!

 

 

 

 

Splynx software and its CRM will definitely optimize the ISP sales department and bring customer onboarding to the next level. Should you have any questions regarding Splynx CRM features or further information is needed, please contact us.

Can small ISPs beat big Telco operators? Yes, they can!

Today Splynx is a team of 30 specialized and dedicated staff members that help achieve great results to countless small to medium-size ISP and VoIP providers all around the world.

We work on a daily basis with more than 400 ISP companies from different regions – Europe, the Americas, South Africa and Africa, Australia and New Zealand. We must admit that in many countries the Internet and Voice providers face strong competition with large telco operators. And it’s not easy for them to succeed in this battle. Of course, how a company with 10 or even 50 employees can compete with such big companies with thousands of people and billions of dollars such as Vodacom or AT&T.

Judging from our experience we can see that these small companies compete and in many cases, they beat these huge companies. What is the key to the success of these companies?

Actually there are only two:

The first key is the selection of zone and understanding of the people’s needs in the zone.

Let’s call it your niche. Of course, it’s impossible to compete with large operators in the middle of Barcelona where fiber is everywhere, but if you drive 50 km far, the situation with coverage is not that ideal. Spain is #1 in FTTH, but there is still space, like in small towns that are below 5000, where we can take advantage and benefit.

The second key is to organize the business itself.

Have you ever asked yourself, “Are our processes good enough?“, “Can you manage your orders, connections efficiently and quickly as the big guys do it?”, “Can you set the billing correctly to charge the customers in the right form?”, “Is your network working well, is it automatic, is it redundant?” All these questions will help you to set the right processes inside your company.

Here is the check-list of steps and processes that you should сontiniously optimize and track. Splynx will perfectly help you to:

  • Define tariff plans, discounts, up/downgrade policies;
  • Manage sales, orders and connections;
  • Set the billing correctly, use the right payment options;
  • Track installs and repairs, track all issues using tickets;
  • Set your network to do everything automatically;
  • Save money by saying “NO” to a bunch of tools and subscriptions like Salesforce, Freshdesk, Zendesk, FreeRadius, Radius Manager, Mikrotik Usermanager, UBNT, WHMCS, QuickBooks, Xero accounting, PortaOne, A2Billing, Bash scripting etc.

Setting up processes, defining roles, choosing correct tools and all these tedious tasks that must be done on a daily basis. With the first step we cannot help you, because there should be involved a unique business intellect of the businessman together with good knowledge and understanding of the local environment. But this is maybe 20% of the success. 80% of your success is in building the business itself. And that’s the area where we come and help you a LOT

We provide the tools and help to build processes that all big ISPs already have, but you must have them as well and you must have them much better if you want to beat these millions and billion dollars monsters. And the best thing is all those processes can be efficiently managed withing the Splynx platform. During the configuration and deployment process we define several steps and processes together with our customers to optimize their business:

 

Step 1. Management of sales, orders and connections.

  1. Splynx has the ability to use Towercoverage to help you understand where your existing and potential clients are located. In combination with self-registration add-on, you get a winning combo that really helps to increase the customer base.
  2. In case you are not providing self-registration, you should stop losing your leads and react quickly. Our CRM allows you to manage your deals, quotas, it improves your leads tracking and communication significantly.
  3. Our customers use Splynx scheduling platform to optimize their teams to connect customers quickly and manage the work of their engineers.

 

Case Study: Wireless Nation, New Zealand.

This is what we did as the first step with our client Wireless Nation. This is an established company with years of experience that had all processes already on a high level. The main goal for them was a shift to an all-in-one solution to cover their business needs as their in-house software was not able to succeed with all the requirements. Wireless Nation reduced costs on software development in three times by using Splynx and ALL processes were moved to one platform.

 

 

  • TowerCoverage to track potential customers.
  • Self-registration with the possibility to pay instantly and get the service in a few days.
  • CRM and Ticketing platform to track all registration requests and follow-up with leads.
  • Scheduling functionality allows to track and manage all installation projects efficiently.

 

 

Step 2. Set billing, payments and accounting

  1. Splynx billing engine gives a possibility to set recurring or prepaid billing periods.
  2. ISPs can charge for Internet, VoIP , One-time services or any custom created service.
  3. Every business is about money and its collection. You are able to get payments via different channels in one place.
  4. Splynx provides the possibility to export your billing data to accounting platforms and has direct integrations with SageOne, Xero, and Holded accounting platforms.

Case Study: Fitel Network, Spain.

Slynx has helped Fitel to grow 2 times in one year. One of their requirements was to separate recurring customers from prepaid as they are located on the coast of Spain and a lot of customers use their services seasonally. 

“We had a need to separate recurring customers and prepaid. In our region, there are many clients who come for vacation and they need a fully prepaid scenario. Also, the ability to self start and stop service was very important.” Says Paul Gerhardt, CTO of Fitel Network

“Crucial for us is to process direct debit and then export all data to an accounting platform. We are using Holded.com cloud accounting software”

 

 

  • Voice and Internet services are at one place and charged simultaneously.
  • Invoice PDFs were customized per customer’s requirements. 
  • Every month all the invoices are automatically exported to Holded accounting platform.

 

Step 3. Automate your network

We provide our own RADIUS server which functions and stability are proved by hundreds of ISP networks.

Splynx helps you to:

  • Authenticaticate your  subscribers, blocking non-paying customers;
  • Control bandwidth of users with limits, FUP and contentions;
  • Understand what happens in the network with weathermaps;
  • Get central device backups;
  • Provision third party systems quickly.

We have a team of network experienced developers who work directly with MikroTik, Junipers, Cisco, LTE integrations etc. That allows our clients to make successful integrations with various custom solutions that are essential for their business.

Case Study: Skywire, South Africa

South African company Skywire uses our software to optimize their network. They have hundreds of towers, so the company uses weathermaps to display backbone links, fiber links, their usage and how good they work. Also they have IP address management and monitoring tools that are all in one place.

 

 

Step 4: Provide awesome support

Once all the above steps are completed and continuously improved, you also have to provide good support as in most cases customers prefer the services with better support experience. In our company we spend a lot of time to analyze the support tickets and processes to find the right answers and solutions to deliver 5-star customer experience. 

 

 

It is all done within Splynx platform, you do not need to use ZenDesk or Freshdesk or any other 3d party solution. We have integrated all the features that most of helpdesk companies offer you:

  • Your email connection;
  • Incoming mail configuration and parsing;
  • Assignments of tickets per agents, teams;
  • Tasks creation inside the tickets;
  • All data is connected with your customer base, so you can manage everything quickly and efficiently.

 

 

 

So considering all the facts provided above, Splynx is the best solution for:

  1. Established providers with over 10 000 subscribers;
  2. Managers of mid-size providers with 1000 to 10 000 subscribers;
  3. Owners of small providers with below 1000 subscribers;
  4. Start-up providers that have around 100 subscribers and want to grow.

You will be able to :

  1. Grow quickly and focus on the right things;
  2. Improve the overall management of the company;
  3. Become competitive to large Telco operators.

You will get rid of:

  1. Many non-connected tools where you had to continuously switch between them;
  2. Subscriptions and costs for tools that you can replace;
  3. A lot of manual work.

Splynx is more than a software. We spend a lot of time with our customers, deployments and support. We do one to one calls to make sure all requirements are met and the solution is created. Our approach allows us to deliver custom-tailored solutions, so customers always receive the software that ideally fits their needs.

Do not lose time, just click the link and start beating them now!

 

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