Amplify customer loyalty and satisfaction by delivering a flawless experience
The customer experience is the largest differentiator between you and your competitors in today’s new telecom landscape. It is the key aspect in producing customer loyalty and your customer’s views can change with a single bad experience.
Studies have shown that if an incident is handled well, customer loyalty increases even if the incident was severe.
Using ITIL ® defined processes, SaskTel International’s Trouble Management solution, Tracs™, will help you stay on top of all incidents until resolved – securing the customer’s loyalty and satisfaction with your company.
Tracs will help you quickly identify the root causes and impacts of the problem, so you can restore services as soon as possible.
On top of managing your incidents, Tracs will also help your company stay proactive in maintaining the high performance of your services as well as support your continuous improvement initiatives.
Key Drivers of Trouble Management
Decentralized Knowledge Management
Solutions to common troubles are not documented properly, resulting in repeated work and longer resolution times.
Unconsolidated customer information
Customer information needed for trouble resolution is scattered across multiple systems.
Meantime to repair increases as more workgroups become involved in resolving a trouble due to poor collaboration between the groups.
Trouble Ticket Generation
Quickly generate new tickets from customer reported incidences and any external monitoring systems that are integrated with Tracs™.
You can set what type of information should be included in each ticket, including what information needs to be pulled from other systems.
Tracs enables you to create trouble tickets with real-time information about all resources involved in the trouble, so that it can become your gold source for all information regarding the trouble.
Enable your customer service representatives and technicians (whether first level or subsequent) to oversee, manage, and take an action on trouble tickets throughout their entire lifecycle.
All information regarding the ticket can be updated in real-time from other solutions such as a Workforce Management solution.
All workgroups will always have access to the same real-time data regarding the trouble.
Provide ticket visibility for all workgroups that need to be involved in fixing the problem, improving their ability to collaborate.
Tracs provides the ability to view the history of the trouble, so that all workgroups can be kept up to date on what has been done regarding the trouble.
Set alarms to ensure the right people are alerted at each severity level. Different people can be prioritized to receive alarms at different severity levels, ensuring the right people are alerted at the right time for a timely resolution of troubles.
Route tickets to different workgroups that need to get the incident handled in an efficient manner.
Tracs™ can be configured to prioritize different workgroups depending on the trouble.
It easily integrates with all Workforce Management solutions to assist with the proper assignment of tasks required to resolve the trouble.
With incident pattern detection and thresholds, you can proactively and quickly identify the problem that is affecting your services.
Common causes of troubles can be set to be fixed automatically.
Common threshold breaches can be configured to be automatically processed.
Problem Diagnosis and Resolution
Root cause analysis helps your technicians determine the source of the problems affecting your services and define the action steps that are needed to fix them.
Tracs’ powerful pattern recognition capabilities enables you to group troubles together based on potential common causes, enabling you to identify the problem quicker.
With performance reports that can be constantly monitored, you can ensure that the right information will be available for your team to make better decisions, to provide a greater customer experience.
Information gathered from Tracs can be analyzed to support continuous service improvement efforts.
Service Level Agreement Compliance
Enterprise-defined service levels, alarms and escalation procedures ensure services are delivered and maintained as promised. The solution can be configured and customized to meet the unique demands of your organization.
Increase Customer Loyalty
- Instantly access timely, accurate and detailed customer information
- Increase First-Call Resolution and Mean Time to Repair
- Prevent expensive repeat calls
- Reduce downtimes
- Ensure Service Level Agreement (SLA) compliance
Enhance Service Improvements
- Proactively test for potential issues before they can cause a problem
- Monitor services to identify continuous improvement opportunities
- Gain transparency into health of operations
- Improve decision making with real-time information
Optimize Business Processes
- Improve use of scarce resources
- Increase collaboration amongst staff
- Reduce business impact of incidents and problems
- Efficiently route tickets to appropriate workgroups so they can fix problems quickly
- Increase efficiency with centralized incident management
Solutions designed just for You
Customize the solution to fit your business’s technologies and business processes.
Our solutions are built to grow with your business.
Onsite & Hosted Offering
You choose how you want to implement your solutions. Select cloud hosting and we’ll handle all your IT or you can host the solution internally in your own data center.
EASE OF INTEGRATION
Tracs easily integrates with all relevant systems needed for your incident and problem management processes. All SaskTel International solutions are pre-integrated.
Tracs is built with ITIL® in mind to help you follow the best practices in IT service management.
24/7 Customer Support
Our support desk provides exceptional customer service with extremely high customer satisfaction ratings in the areas of knowledge, professionalism, commitment, responsiveness and resolution.
What makes us Special?
Solutions Built by a Service Provider for Service Providers
100+ Years of Operating Excellence
Our solutions are in use by our parent company, SaskTel, a century-old operating provider with multiple industry firsts. We test and prove out all our products at SaskTel before they ever reach you.
30+ Years Serving Tier 1 to 3 Clients
Our solutions and services are trusted by telecoms of all sizes, globally.
Unbeatable Personalized Support
Gain access to trusted advisors that have decades of telecom industry experience sourced directly from our parent company, SaskTel.
Want to Learn More?
Send us a Message or Request a Demo!
SaskTel International Trouble Management Brochure