Customer support is today a growing concern for Internet service providers. Nearly all customer support is handled manually which makes it very expensive and difficult to scale when new customers are acquired. The support issues are often very technical and take plenty of time to resolve over the telephone. This support is very costly for a service provider, reducing margins that are already low. The only sustainable solution to this problem is to automate the support process and provide self-service solutions directly to the customers. The Tific Broadband Suite is a tailored support platform that gives Internet service providers the possibility to automate a large fraction of the frequent support issues and provides customers with user-friendly self-service.

Tific Broadband Suite is a tailored solution of the Tific Digital Support System for Internet service providers. The solution is designed to meet the specific requirements Internet service providers have. It is a powerful platform for support automation and self-service and features products for building and maintaining support knowledge and a self-service solution that enables customers to solve issues and problems on their own. The system helps the customer identifying the issue and allows the user to automatically implement the solution — even with technically very complicated issues.

Decrease Your Support Costs - Increase Your Customer Satisfaction
Tific attaches users' system info into the support flow. This reduces the number of incidents that needs to be handled manually by the helpdesk and with that reducing the total support cost. The picture below shows the support flow in the Tific Broadband Suite. A large fraction of issues can be resolved in the self-service and support automation stage, leaving only the more complex issues left to be solved by interaction with the helpdesk.

Support Automation & Self-Service
There are three different stages for ISP customers and the Tific Broadband Suite has tools that assist them in all three. These three stages are:

• Before the customer has an active account - Verify that the customer's system meets the requirements for getting the ISP account and after that place an order.

• When the customer activates the account - Guide the customer through the process of configuring the computer for running the service.

• When the customer has an active account - Assist the customer issues that are ISP related. The tools in the Tific Broadband Suite that help the customer in these stages are Tific Qualifier, Tific Activator and Tific Assistor.

Knowledge Management
Knowledge management is an essential part of a self-service and support automation solution. It must be easy to build and structure new support information, to maintain the information and to re-use already existing support information. The Tific Broadband Suite contains two tools, Tific Creator and Tific Community, which are tailored for writing and maintaining support information. The information is not only to be used for customer self-service but also work as a knowledge base where support technicians can find solutions to customer issues. Tific Broadband Suite can be delivered with updated support solutions to the most frequent ISP issues. By having this information, the ISP only needs to add support solutions that are specific for them. This significantly reduces the time and resources needed for getting started with support automation & self-service.