| Developers: | ER-Telecom Holding (Дом.ру) |
| Date of the premiere of the system: | 2018/03/19 |
| Branches: | Telecommunications and Communications |
| Technology: | Network Health Monitoring - Network Monitoring or Health-Performance Management IT Infrastructure |
The proactive service system (SPAS) is designed to track and prevent problems on the network.
2018: Launch
On March 19, 2018, the telecom operator Дом.ru announced the launch of a proactive service system (SPAS) in 36 cities to prevent problems on the network. According to the developer, the solution allows you to find customers online who are experiencing difficulties in providing services due to a malfunction at the network node, at the entrance or even in the apartment, and solve them even before the subscriber independently contacts the company. As a result, the number of calls and service calls to the company, including repeated ones, decreased by 18%.
SPA collects data from the operator's information systems and client equipment, analyzes them and generates a network diagnostics file that reflects the existing and potential difficulties of subscribers. Quality department specialists call each person on the list. If the client confirms the difficulty, then the technical specialist of the company solves it.
The operator receives daily statistics on the quality of services for more than 200 criteria, for example, connection breaks, cable status, speed and signal strength, Wi-Fi errors on router switch and client ports, etc. Set-top boxes measure the number of errors in the stream and the power level of the TV signal, which allows you to detect difficulties for digital TV users.
The developers of the system classified all the malfunctions and combined them into groups, which allows not only to solve issues from individual customers, but also to find problem areas of the network and at home, noted in the "Дом.ru."
 | "Proactive service is the ability to maintain customers using early fault detection technologies and automated intelligent processing of a large amount of data. This allows you to track the work of hundreds of thousands of equipment installed in customer apartments, analyze and proactively improve the quality of the network and technical service. " 'Anton Fedorov, Connection and Technical Service Director b2c "Дом.ru" ' |  |
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