Improving Customer Satisfaction: Panama’s Cable Onda
Cable Onda, Panama’s largest provider of cable television and broadband services, has installed two Observer® RPM-200 systems to automatically scan and troubleshoot the company’s complete lineup of more than 200 digital and 100 analog channels. By providing more efficient operations and a better quality of service, the Observer RPM systems have helped position Cable Onda to maintain its market dominance and reinforce its customers’ loyalty at a time when they are given more choices by a growing number of emerging Panamanian cable providers.
“Previously, we were having to check the lineup manually at least six times in every 24-hour period, a task that was tying up two to four engineers for 20 to 40 minutes each time,” said Harold Brady, Cable Onda’s headend manager. “Now, those engineers are free to concentrate on verifying other equipment, and since the Observers are constantly scanning, we have a much more consistent and reliable method for identifying and correcting failures before they become customer complaints.”
The RPM systems cycle through the entire channel lineup 24 hours a day, briefly scanning each channel to detect faults, such as low or missing audio, black or static screen video, or missing video. When a problem is detected, the system automatically generates and sends a text message to the responsible operator’s cell phone and an e-mail with a direct link to the problematic content, enabling the operator to actively diagnose the problem. The Observer RPM system’s intuitive Web-based interface gives operators total video control with the ability to search, retrieve, view, analyze, annotate, share, and export video from the desktop.
“With the Observer RPMs, we have seen massive improvements in the overall quality of our reception and our up-time percentages, as well as our response time to outages. We have also seen a marked decrease in the number of inbound calls to our call center, a real indicator of improved customer satisfaction,” said Brady. “Satisfied customers and more efficient operations translate to real competitive advantages.”
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