Case Study: Can Your Customers Always Connect With You?

 

Can your customers always connect with you?

A question every business should ALWAYS ask themselves regularly, especially one that prioritizes excellent customer experience overall. While this video is a fictional scenario, you would be surprised how many times a business’ customer has been greatly affected by poor call quality, or not even getting through, with the business completely unaware. This scenario is to demonstrate how necessary it is to have excellent connectivity at ALL times, you never know when your customers could be facing an important moment and may need to get through to you. That one call could be the make or break moment for them, and you don’t want to let your customers down. 

Case in point, a recent event where telecommunications users were greatly affected by a Data Centre outage where they were completely unaware occurred 12th April 2019. Located in the Benelux Region, this outage affected all of their customer Network ID cards that their carrier had issued. Network ID cards are issued on a pay-as-you-go, non-contact basis and they are used to identify certain telecoms activities. These cards are issued to bulk customers who are routing through shared data centres to identify which carrier is selected for calls. With all these cards being faulty, no successful calls could be made. Fortunately, Spearline was able to detect the issue and alert the customer within 15 minutes. Had Spearline not alerted the Data Centre this quickly within the 15 minutes, there was potential for a massive loss of their customers, more time would have been spent trying to locate and fix the problem, leading to longer restoration time. Thankfully, the issue was resolved and the entire service had been restored within less than 24 hours. 

 

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Spearline’s proactive monitoring platform allows YOUR business to stay on top and ensure you are alerted in record-breaking time if your customers cannot get through or if there is a drop in quality. Maintaining excellent customer experience is essential, strengthening brand loyalty and lessening customer churn. Integrate the platform today and ensure your customers remain satisfied, no matter where in the world they may be. Book a demo here and we will be in touch within one working day to coordinate a demo of our platform.

 

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For further information, or if you have any further questions please get in touch with us.

 

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