One Vendor – One Support Group
This single-vendor solution efficiently addresses customer service questions.
- Achieve customer satisfaction by resolving issues while you are on the initial call
- CSR’s can take over a customer’s remote control through the InnoStream UI
- Walk customers through a guide question without a service call
- Integrated with InnoStream Video Middleware and eLation Billing Software
- Save time and money, as well as a truck roll
- Allows a technician to view STB information, monitor metrics, and control STB WiFi operation remotely
- Assist in installation and troubleshooting of STBs
- Save operator time, expenses, and resources
- Fully integrated subscriber management system
- Generate reports on important subscriber information like the channels your customers are viewing
- Improve administrative efficiency with the use of the data collected
Other Support Tools to better serve your customers:
Backup/Restore STB Settings
Boot-up Trouble Screens
70% of our video trouble calls are handled using the Virtual Remote, and when you have over 7000 set top boxes to manage, that is a huge money saver.
Being built from the hardware side forward was the main reason we chose the Middleware solution from Innovative Systems. The majority of the middleware vendors, while being visually appealing, lacked a lot of stability on the back-end. The more things that we can administer from our central office, the better it is for us.