When Internet issues arise, especially VoIP related, customers using your services can quickly point the finger at you. You need a speedy way of determining if the problems are at the customer premises or with their Internet connection. By knowing where the problems are and taking care of them quickly, your customer will always trust that you are on top of things as you should be.
Find problems fast using FailPoints
The first step is monitoring customer premise Internet issues by installing FailPoints agents at their locations.
Agents need only a free DHCP Ethernet enabled port which means that even customers could install them. The devices use only about one amp of power, are self updating, and running software on PC/servers, are never accidentally turned off.
Agents are a one time cost and monthly reports and features are only $7/month or $60/yr. This is a cost that you can either absorb by saving time and money or pass on to the customer. The solution is very inexpensive, requires no large budgets to start, simply add as needed.
As a VoIP and managed services provider ourselves, we needed a way to let customers know that their issues were most often with their own Internet connection and not something we supported at their location.
The FailPoints dashboard gives you a quick overview of how things are going at any time using a PC or mobile device. Options include receiving notifications if one or more locations suddenly stop communicating.
If there was an Internet problem at a location, that locations dashboard will show exactly when, where and with whom the problems were, in the building, with the Internet provider or beyond. Reports show frequency, length, average times of outages, latency, fully automated speed testing, historical data, trends and more.
By having a FailPoints agent running at any or all customer locations, you will know immediately when there are problems and can have someone look on the dashboard before sending someone if the problem was simply an Internet one.
Ongoing reports will give you and the customer historical data showing how an Internet provider is doing which can help when considering upgrading or changing providers.
Who should use FailPoints?
Content providers, IT, Tech support companies, remote, unmanned locations, all can now monitor Internet reliability from premises and view centralized reports.
Many companies provide a variety of unified communications and the importance of making sure everything is running perfectly cannot be understated. Finding and knowing where potential problems might lurk is just as important as fixing them. Determine if problems are onsite or if an ISP must be contacted. Preempt issues, impress customers!