SmartCARE from SmartLabs helped Optima Telekom to improve quality of services considerably

On September 11, 2018 it became known that thanks to SmartCARE, the solution for monitoring of a delivery quality of video content, the Croatian Optima Telekom had an opportunity continuously to keep track of the status of the services provided to each subscriber. In case of problems a system helps specialists of a support service quickly and to effectively liquidate malfunctions.

According to the implemented law, operators are obliged to pay compensation to clients in case of long — more than 24 hours — a break in provision of services. SmartCARE allows Optima Telekom to perform requirements of the law, timely providing to technical service of the operator exact information on a status of services.

In addition the operator wanted to have data on real popularity of different types of content among subscribers. The company already made changes to the existing service packages and intends to react to the arriving requests of subscribers flexibly further.

Implementation of SmartCARE completely changed service quality recovery processes. Now service engineers should not rely on the description of a problem the subscriber — all data are visible in a system. As a result the number of repeated and wrong requests about the abnormal events hosted by support line was significantly reduced.

We successfully use SmartCARE to resolve issues with falling of quality of the services provided to subscribers. We work on integrating data of SmartCARE with data from other systems, and to receive deeper analytics. Also SmartCARE helps us to see that our subscribers look and to make for them the personalized offers. Luka Maleshevich, the director of service IT and BI in Optima Telekom

Quality of provision of services — one of keyword parameters of perception of service by subscribers. Not only content, but also stable lack of problems with access to it is important. SmartCARE allows 'see' weak points of service in advance and also fix everything that occurs on the party of the operator and on the party of the subscriber. Thus the operator receives full control over quality of services and necessary tools for the operational problem resolution. Mikhail Grachyov, SmartLabs CEO